Service Providers
- Login to the LibraryH3lp webclient
- Select the askaway-practice queue ***ONLY***
- This is important as selecting the other queues will bring chat boxes online and open up the service
- Try out the various features and tools you’ll use on your shift:
- Claim a chat
- Send a canned message
- Notice the patron’s institution and referring URL
- Access their library’s policy page
- Use Guest Logins to access electronic resources
- Send a URL
- Send an emoji
- Send a file or marked-up screenshot
- Add tag(s) to your chat
- Transfer a call
- Before you transfer, check to make sure someone can take it and use the Transfer script
- Try multiple patrons
- If you’re practicing by yourself: as the patron, use different browsers or Private / Incognito windows to start multiple chats
- Check out the Current Chats tool to see how many active chats there are and who’s handling them
- Adjust your Preferences in LibraryH3lp until you find what works best for you
- End a call
- See LibraryH3lp FAQs for frequently asked questions about using the software to staff AskAway
- Review the Self Evaluation Checklist
Please end all chats and Logout when you’re done!
Patrons
- Open the Practice chat box (or tab or button) and type in your question
- NOTE: When you come in with a question, type the service provider’s name so they know the question is for them
- Use the Practice questions
- Try out the tools available to you as a patron:
- Pop-out and resize the chat box
- Turn your sound on / off
- Email a transcript to yourself
- Click the “Feedback” link to be directed to the survey
- Receive and open a URL
- Receive a file and / or screenshot
- Leave session (close browser window) and come back
- Clear your chat history