Urgent Update: Discontinuing the Collecting and Reporting of Statewide, Descriptive Codes

Effective Friday, 7/1/16, AskUsNow! Admins will discontinue collecting and reporting Descriptive Code data at the Statewide Level.  We are taking this immediate step to focus our efforts on Statistical Sampling as the data collection model that will be most uniformed and aligned to the federal guidelines that all Maryland libraries have to follow starting in July 2016.

No Habla Español? Transfer to the Spanish Queue

Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue.

When a Customer Requests a Transcript From a Previous Session

This guide walks you through the steps of getting a previous transcript re-sent to a customer.

Statewide Scripts

Please note: This post was updated in March 2016 to show the latest scripts. - The AUN Team

Quality Control: How can we provide it like QuestionPoint and the AskUsNow! Administrators?

In reference to the "Supports the Quality of Service" section of The Responsibilities of the AskUsNow! Liaison, I have received questions about how I (the Liaison) should be reviewing chat sessions.  I have also received questions from AskUsNow! Providers about the criteria used to evaluate the chat sessions. 

QuestionPoint Administrators have graciously shared information about how they provide quality control.

How to Send a Question for Follow Up to a Non-Maryland Library

Sometimes a session needs follow-up by a non-Maryland library.  You have multiple options!

Customer Emails and Referring For Follow-Up

Its important to get customer email addresses if follow-up is needed. This guide walks you though how to do that and what to do if you didn't.

Using HTML Tags in the Chat Monitor

For chat providers who want to spruce up their chat sessions:

On Behalf of Wren Spangler at QuestionPoint:


I've received some questions recently about the html tags that appear in some scripted messages and I'd like to provide some clarification.

June Update: Policy Pages: How Do We Improve Them?

Thanks to the feedback from the September Liaison Meeting, we have developed templates (They can also be used as customized scripts.) that your library may add to their policy pages.

What policy pages improvements will we post?  The improvements deal with topics that:

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