AskAway Blog

SFU Library: AskAway embedded in Canvas (LMS) courses this Fall

You may have noticed an uptick in questions coming through the SFU queue related to Canvas issues since a Research Help link is now available in all Canvas courses. To assist AskAway service providers who answer these questions, Canvas help has been added to the Help section of the SFU Policy Page.

Tips for working smoothly with patrons who come and go

As we continue to adjust to new workflows in LibraryH3lp, and as the service became increasingly busy this fall, there have been several questions about how to work with patrons who come and go from the chat.

There are 3 new FAQs available that address different types of patron behaviour and provide tips and best practices for providing the best possible experience for AskAway visitors.

Sending a Swamped call

If you've ever wondered how to send out a swamped call, then this is the blog post for you! Learn when and how to send out a swamped call, what happens when you send one out, and what to do if you see a swamped message.

LibraryH3lp Tips and Tricks: September Edition

Based on excellent feedback received in training sessions and in the recent survey on LibraryH3lp support needs, there have been several updates made to documentation and tools to help you work with patrons more seamlessly.

Below, you'll find a list of all recent updates and some reminders. Thanks to everyone who shared feedback! If you have any questions or if there's anything you'd like to see added to the FAQs, please let us know.