AskAway Blog

In Celebration of the New AskAway Chat Tag: Open Education

The new Open Education tag allows us to track those questions when a service provider explains or provides access to Open Access, Open Education, or Open Textbook resources. This includes questions about no-cost textbook options, for example a student looking for an older version of a textbook from the library. In celebration of this new tag, Elizabeth Padilla (BCIT) shares the B.C. Open Collection and her role in developing the new home for the collection.

Update: Recommended Citation Guides and Websites

In this post, find out about recent updates to the Recommended Citation Guides and Websites. Many thanks to Elizabeth Fernandes (Liaison Librarian at University Canada West), Shannon Moist (Head of Reference Services at Douglas College) and Tina Bebbington (Humanities Librarian at the University of Victoria) for their work on this update!

Three New AskAway Tags

There are three new tags that you can now apply to your AskAway chat sessions in LibraryH3lp: Copyright, Course Reserves, and Open Education. These tags were recommended by AskAway participants and will help the service and libraries better understand student needs in these areas. The Interlibrary Loan tag has also been updated to include (ILL) so that it is faster to bring up in the drop-down list by typing ILL.

OpenAthens at UBC Library

It has been almost a year since UBC Library implemented OpenAthens for e-resource authentication. Many thanks for all of your help in supporting our users transitioning to the new process. We have heard that accessing UBC’s e-resources via OpenAthens as an AskAway service provider can be tricky. We have updated the wording on the Guest Login page as follows, and we hope it clarifies the issue.

New and Improved FAQs

We're pleased to share that FAQs for service providers have been refreshed!

Previously, these FAQs were spread out in two places, with some available on the AskAway website FAQs page and others available on the Service Provider FAQs site. Initially, this was to support the transition to LibraryH3lp but having this information available in two places made it difficult to know where to look for answers and less efficient to maintain.

Now, you can find all of your FAQs in one convenient place: the Service Provider FAQs site, linked from the AskAway website FAQs page and the homepage.

Responding to Inappropriate and Prank Chats

AskAway has guidelines in place to help you respond to patrons who are abusing the service with prank calls, inappropriate language, or rude behaviour. They're designed to provide you with the tools you need to communicate clearly with the patron, give them an opportunity to change their behaviour, and if needed, to end the session.

In addition to these guidelines, here are some general tips to respond to inappropriate and prank chats based on feedback and input from service providers.