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How do I respond to an unexpected patron (e.g. patron in crisis, patron who needs to contact security, rude or abusive chat, prank chat, or unaffiliated patron)?

154 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Mar 15, 2022    Unexpected Patrons


On AskAway, you may sometimes respond to a patron who has an unexpected request, behaviour, or support needs. AskAway has guidelines to help you respond when this situations arises. This includes a:

  • Patron in crisis
  • Patron who needs to contact security
  • Patron who is being rude or abusive
  • Prank call
  • Patron is not affiliated with a participating library

If you are responding to one of these situations, follow the steps on the Unexpected Patrons page on the AskAway website.

If you have any questions, please contact the Admin Centre.