AskAway Blog

Alone or Short-Staffed on your Shift? How to Request Help

When you're working on AskAway, there should always be at least one other person on shift with you. If you find yourself alone or short-staffed, your colleagues and the Admin Centre are here to help. Below, you'll find the steps you can follow to request help as well as strategies to manage calls while you wait for help to arrive.

Update on the Chat Monitor Redesign

On your shifts, you're encouraged to use the new QuestionPoint chat monitor. Before taking it live, please check out the recent blog post Going Live with the New Chat Monitor for short demo videos and important information about what's changed and how to stay consistent with AskAway practices and procedures.

Read on to learn the latest on the chat monitor redesign including recent enhancements, when access to the current chat monitor will end, and a workaround for hopping out of the queues.

Snapshot from the North American Virtual Reference Conference 2019

Missed out on the North American Virtual Reference conference? Recordings from all sessions are now available in the conference Archives.

Our AskAway colleague Ean Henninger, from SFU Library, presented at the conference and has shared a snapshot from the round of lightning talks Communication Strategies and Best Practices.

Going Live with the New Chat Monitor

You're invited to use the new QuestionPoint chat monitor on your AskAway shifts. The new interface and the current (aka old) interface will operate in parallel for at least 2 weeks before access to the current version ends.

***Before taking the new chat monitor live, see below for important information about what's changed and how to stay consistent with AskAway practices and procedures.

Test Driving the New Chat Monitor

QuestionPoint has released its redesigned chat monitor. The new redesigned interface and the current interface will operate in parallel for at least 2 weeks before access to the current version ends.

***Please continue to use the current (aka old) chat monitor for your scheduled AskAway shifts for the time being***

Next week, we'll follow-up with more information about the subtle changes in workflow and the features available in the redesigned interface before taking it live.

Referring Students to WriteAway

WriteAway is a BC post-secondary collaborative online writing tutoring service. Undergraduate students at participating institutions can submit draft papers to WriteAway online and receive feedback and strategies to improve their writing from qualified tutors. WriteAway can be a nice complement to AskAway, as students who prefer online services or who are working off-campus can take advantage of online writing support.

Relying on Campfire

The real value of Campfire comes from the community of service providers who use it to support one another during their shifts and keep AskAway running smoothly.

Log into Campfire and listen for notifications during each shift so that you'll be aware if something important comes up and your colleagues need assistance. You'll also be able to ask for help if you run into an issue.

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