When Do I Contact Customers After Chat?

Contact customers, not using QuestionPoint, within your library and/or with guidance and support from the Statewide Coordinator of AskUsNow!, when the following scenarios occur between the chat provider and chat customer:

What Do I Do If a Chat is Accidentally Marked for Email Follow-Up?

In lieu of Email Follow-Up ending at the close of business on 1/31/19, adapting to big changes to a service as longstanding as Maryland AskUsNow! are expected and anticipated.  Because libraries from in and out of Maryland chat with Maryland AskUsNow!

Resolution Codes (Updated)

A resolution code has to be set for every AskUsNow! chat session. This guide gives you the rundown of the codes to use.

New Staff Training (Updated)

3/14/19:   What are your initial thoughts on the redesigned, self-paced New Staff Training (NST)? 

  • What documentation is useful for staff to learn about AUN at their own pace?
  • What needs to be added in?  Removed?
  • Please contact Paul at with your questions and feedback.  Thanks!


Quick Guide to Going Global

"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland. The global queue is almost always busy and can be a little nerve-wracking to librarians who are unfamiliar with working with non-MD customers. We've put together this guide to help out.

Freshening up Your Scripts

Initially, your personal scripts may have been set up by you as a new provider. If you find you haven't done much work on them after that, you're not alone! It may be time to revisit your scripts and see if they need a little spring cleaning.  You may want to update the language or re-organize them.

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?  Music can get you into a groove and help speed up (and liven up) repetitive tasks!

Our Special Library Partners are Open for Referrals!

You are one of the 200-300 librarians who actively staff Maryland AskUsNow!'s chat service. You’re part of a system that is made up of 38 partner libraries. Through your session(s), you help to cover AskUsNow! approximately 200 hours a week, all from computers like yours, and all over Maryland.

Statewide (Shared) Scripts

Have any suggestions on improving the current scripts.  Or creating new ones?  Please contact Paul (  Thanks!

In QuestionPoint chat, we have two types ("Scripts" and "URL Scripts") and three levels of each ("My," Institution's, and Shared) available to our librarians. 

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