New Staff Training

1/24/19:  Dear Liaisons and Future Providers, the New Staff Training will be revised once QuestionPoint's release of the new chat monitor is complete.  Please anticipate that all of the New Staff Training will be self-paced and move away from the three Part process.  Regards, Paul Chasen, AUN



New Staff Training (NST) is being redesigned to be as self-paced as possible for all Maryland Library staff who want to provide the Maryland AskUsNow! (AUN) service. 

The Liaisons will provide guidance in the NST experience.

The Statewide Coordinator can be consulted in the NST by request.  

AUN is the statewide, library chat reference and information service.  The participants in this training are learning about how to be chat librarians at AUN! by using the chat reference software and discussing how to help out library customers on chat.

  • Navigate AUN's staff support website, the AUN Staff website:
  • Navigate the “My QuestionPoint” website while scheduled on chat and for your own professional development.
  • Complete chat sessions using OCLC’s QuestionPoint.
  • Use six model reference behaviors for providing chat on AUN.


What is AUN?

Maryland AskUsNow!,, is a free, 24 hours a day/7 days a week, online library chat service.  Maryland residents, students in Maryland schools and institutions, and people outside of Maryland who find the service have online conversations with chat librarians.  They ask questions anonymously or by identifying themselves with email addresses, with or without a library card, to get quick or in-depth, research and information help.  Maryland librarians, or librarians from other states and countries who back up the service, provide the research and information help.  Customers may receive referrals to services related to their questions.  Let's chat at        

AUN Staff Website:

QuestionPoint Homepage:

Using QuestionPoint Chat (11:10):

Message Another Librarian and Transfer a Chat Session (6:32):

For More Information about the QuestionPoint Chat Monitor: