learning center

Policy Pages: How Do We Improve Them?

Thanks to the feedback from the September 2015 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:

QuestionPoint Reports: Offline Reports

This guide is geared toward AskUsNow! Liaisons, but may still be informative and useful to know for Providers.


QuestionPoint gives us access to reports that are more detailed than 90-Day reports. 

QuestionPoint Reports: Stats for Individual Librarians

 This guide walks you through how to get statistics for your institution's individual librarians.

QuestionPoint Reports: Chat Sessions Requested and Accepted at Your Library

This guide will assist you in how to find the standard monthly stats for your institution's librarians (Chats Sessions Accepted) and customer activity (Chat Sessions Requested). Short video included.

QuestionPoint Reports: Librarian and Customer Activity

This gives a rundown of what reports to use for what numbers and where to find them.

Urgent Issues, But Not Crises, Happening Right Now at a Customer's Library: What Do I Do?

Have you ever received chat questions or comments from a customer who states he is upset about something that is happening right now at his library?

  • I am having trouble opening up a website for my homework assignment.  I keep getting a message that I am not permitted to see it.
  • There is too much noise in the fiction area.  Please stop it.
  • Can you turn down the air conditioning?  It's always hot in the library.


In any of these scenarios, we will:

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.

May I Ask for a Customer's Library Card Number and PIN/Password During Chat?

Yes!  Whether it is an account, library policy, student assignment, or any other type of in-depth, research question; you may ask for this information if this will assist in providing great service to the customer. 

This answer is provided by QuestionPoint in their Policies and Procedures section on Patron Privacy:  http://wiki.questionpoint.org/w/page/13839422/247-Policies#46Patronprivacy.



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.

Exceptional AskUsNow! Transcripts: FY15-17

Congratulations to all of our nominated and recognized providers!

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