Skip to main content

Service Provider FAQs

Browse and search frequently asked questions.

All 

What steps should I follow at the end of my shift?

180 views   |   1 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Sep 03, 2024    Ending Session Status Scripts

 

AskAway is still open

  • Confirm that other service providers have arrived for the next shift so that the service stays open.

  • On the hour (e.g., 3:00pm), set yourself to Busy or Logout.

    • If you have no active chats, Logout of LibraryH3lp on the hour, or

    • If you have one or more active chats, set yourself to Busy on the hour.

      • When you set yourself to Busy in LibraryH3lp, you won't receive any new chats but you can continue with and wrap-up active chats. It's your choice if you would like to stay to finish up a question after your shift has ended or if you would like to transfer the chat to someone else.

  • Logout of LibraryH3lp.

  • Say good-bye to your colleagues and sign-out of Campfire.

 

AskAway is closing for the day

The general guidelines for closing AskAway are as follows:

  • AskAway closes on the hour (e.g., 9:00pm).

  • For the service to close, all service providers must either set themselves to Busy or Logout on the hour:

    • Communicate in Campfire with your colleagues to let them know that you will be logging out or setting yourself to Busy on the hour. When everyone is set to Busy or is logged out, the service will be closed on the user's end and will not continue to receive new chats. Everyone should set to Busy or log out at approximately the same time so that one person is not continuing to receive chats while others have signed out.

    • If you have no active chats, Logout of LibraryH3lp on the hour, or

    • If you have one or more active chats, set yourself to Busy on the hour, so that you can wrap-up those chats and then Logout.

      • ​It is up to you if you stay past the hour to wrap-up any active chats. Ask your local coordinator if you have questions about this.

  • If a patron asks a question within 15 minutes of the time when the service will close for the day, and you feel it cannot be answered in the time available, you may ask the patron to come back the next day or refer them to their library. Use the Begin – Closing Soon script: https://askaway.org/staff/scripts

    • This might be anywhere from 15 to 1 or 2 minutes before closing, depending on the type of question coming in. Use your judgement to decide if you need to send the Closing Soon script.

  • Always Logout at the end of your shift.

  • Say good-bye to your colleagues and sign out of Campfire.