learning center

The Chat Monitoring Tool

The online environment can be strangely isolating, yet amazingly active.  While settling in for your chat session, it's interesting and informative to gain a sense of who else is online and what types of questions are being asked at the time.  We can do this through the Chat Monitoring Tool.

Turn Off Your Music While Chatting

music notes

Do you listen to music while working? Julie loves to! Music can get you into a groove and help speed up (and liven up) repetitive tasks!

Contacting non-partner libraries when their customers have questions

There are some county systems in Maryland that are not AskUsNow! partners. Sometimes we get questions from customers of these systems. Read more for how to get their customer's questions routed correctly.

Quality Tip Tuesday: filter google results by reading level

Now you can use Google's advanced search feature to filter your results even more! Like by reading level! See http://www.google.com/support/websearch/bin/answer.py?hl=en&answer=1095407 for specifics.

I tried it with physics – a topic I find hard to research for kids – and found a few sites I somehow hadn’t ever come across before (including http://www.physics4kids.com which I vetted as reliable!)

a word on cobrowse (and a hack)

Cobrowse is a feature of our chat software that allows a librarian and customer to share a page and view what the other person is viewing. When a customer clicks on a link on a site, the librarian goes there too and vise versa. This feature was particularly handy when navigating databases with customers.

Crisis Call Refresher Training

Customers with information needs concerning a possible crisis can be daunting for Library staff, both in online and in-person environments.

Resolution Codes

A resolution code has to be set for every AskUsNow! chat session. This guide gives you the rundown of what code is used when.

The AskUsNow! Listserv

View for details on the AskUsNow! Listserv.

Policy Pages: Please Create, Revise and Update with Relevant and In-Demand Information


A policy page is a form filled out by the local institution that is available to librarians helping your customers through the QuestionPoint software.  These pages are designed to help Collaborative members better help your customers.  This page will tell you how to edit and view these pages within QuestionPoint.

How Do I Change or Add a Customer's Email in QP for Follow-Up (Or Give the Customer a Copy of Their Chat Transcript)?

Did a customer enter an email during the chat session?  When this happens, we need to assure that the customer receives a copy of the chat transcript.  More importantly, if the customer needs follow-up, we will need the email in the right place.  If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

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