The Responsibilities of the AskUsNow! Liaison
This list is to provide guidance but may not exhaustive of all the things AskUsNow! may ask of its liaisons. We appreciate all your contributions to our success!
Represents the Partner Library
- contributes and solicits agenda topics from staff for the quarterly statewide meetings
- participates in discussions at meetings and online via the listserv and in the Inner Harbor
- maintains regular contact with the AUN admins
- is comfortable contacting other liaisons as needed
- makes sure scheduled shifts are covered and communicates need for statewide assistance if can not be covered locally
Contributes to the success of the service
- coordinates promotion of AskUsNow! within the local community
- works with the local marketing specialists to ensure the service is being promoted effectively and acts as a local contact person for delivery of marketing materials
- keeps the library system's administration and staff informed about what is happening with the service
Ensures the currency and accuracy of local information used by the cooperative
- keeps Policy Pages in QuestionPoint up to date and full of information that will help chatting librarians better aid local customers
- verifies the contact information on the Inner Harbor is up to date for themselves
- alerts the AUN admin when staff logins are no longer needed.
Supports the Quality of the Service
- reviews a representative sample of sessions from their librarians and sessions from other librarians with their customers (min: 20 each) against the AUN performance standards
- sends sessions in need of improvement to the local liaison, AUN admin, or QuestionPoint quality team.
- recognizes excellent work in local staff; nominates for the Rockstar Librarian Award
- oversees the local referral process for addressing questions needing email follow-up
- ensures staff assists with Shared Follow-up as per the schedule
- monitors local performance data through QuestionPoint Reports
- identifies staff that will need training from the statewide service and communicates need with AUN admin
- takes care of training needs that can/should be met locally