Browse and search frequently asked questions.
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AskAway is anonymous, so we don't ask patrons for any personally identifiable information, including email address, name, phone number, student number, etc. This applies to all chat sessions, including those coming in through your institutional queue.
Privacy notices
If a patron sends you personally identifiable information, please send them the Problem - Privacy script.
The patron can access AskAway's privacy notice in the chat box by clicking the question mark (?) icon.
AskAway Privacy Notices are also available on the AskAway public website.
Follow-up
If you would like the patron to follow-up with you, you can choose to give them your own professional contact information, but this is up to you. You can also refer them to the appropriate contact at their library or institution.
Transcript requests
If the student would like a copy of their transcript, we cannot send it to them. Instead, they can request it on their end. To learn more about this, see the FAQ "How can a student request a copy of their transcript?"