How Does a URL Appear to the Customer During Chat?

When you send a URL to a customer during chat, what do they see? This guide shows how different URL protocols appear to customers in the normal chat form.

Our Special Library Partners are Open for Referrals!

Updated on 3/2/2017

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 40 partner libraries. Through your session(s), you help to cover AskUsNow! for over 200 hours a week, all from computers like yours, and all over Maryland.

Quality Control Commendations and Tips for Chat Improvement: October-December 2016

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

October-December 2016


Customer Emails and Referring For Follow-Up

It's 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).

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.

Best Practices for Database Access

In May 2016, a work group was convened to create a Best Practices for Database Access

document for members of the 24/7 Reference Cooperative.  The work group gathered data

Quality Control Commendations and Tips for Chat Improvement: July-September 2016

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

July-September 2016


The following commendations and improvement points are based off of praise and constructive criticism from 1) the Statewide Coordinator and Support for Operations, 2) Liaisons, and 3) QuestionPoint and out-of-state/country Liaisons


Top Five Chat Librarian Commendations:

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.

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