Below are a list of links to pages that cover recommended guidelines, policies, and procedures for staffing AskAway.
An in-depth manual covering areas such as service guidelines ("what kinds of questions do we answer?"), patron privacy, inappropriate conduct, breaks, working from home and other procedures and policies
Recommended pages to have open during your shift.
Information about scripts as well as resolution and descriptive codes.
- Patrons in Crisis
On rare occasions, AskAway librarians may find themselves dealing with a patron in crisis. Prepare in advance by reading AskAway these policies and procedures.
Patron Disconnects and Lost Calls
Policies and procedures regarding "disappearing" patrons.
Other unexpected patrons
Including security calls, non-post-secondary students, and pranksters