When you login for your AskAway shift, choose the following staffing assignments:
Select the askaway queue (this is the general AskAway queue)
Select your institutional queue
By default this is set to Never but you may wish to select an auto-logout on a timer or a clock.
If you choose an auto-logout option, make sure you're not staying logged in too long after your shift and leaving your workstation as this may be confusing to your colleagues. If you choose an auto-logout option, you'll be notified one minute before you're logged out and will have the option to stay logged in.
Set me as
Always set yourself to Available when you're logging on for your shift.
Your staffing assignments will look like this (note: bceln is the institutional queue in this example):
In LibraryH3lp, the first service provider who sends a message to the patron claims the chat.
You can quickly send a message to a new patron by using the type-ahead canned messages feature to bring up and send the welcome script.
If you create a personal canned message with your first name in it, you can quickly send a canned message by typing in your name and bringing up your personal welcome script and sending it to the patron.
Example personal canned welcome message: "Hi this is Sadie. Welcome to AskAway. How can I help you?"
In the top right corner of the staff chat client, you'll see a drop-down list where you can set your status.
Your colleagues will see your status if they hover over the Queue status. Patrons will not see your individual status but the status you select may affect the status of the queues. For example, if everyone sets their status to Busy, this will close the service.
Available: In general, set your status to Available when you're staffing AskAway.
Busy: In general, don't use the Busy status on your shifts. If you set yourself to Busy, you will not see incoming chats and this puts the burden on your colleagues to pick up new calls.
Only set your status to Busy to hop out of the queues at the end of your shift / end of the night. When you set yourself to Busy, you won't receive any new calls but you can continue with and wrap up active calls. If everyone staffing AskAway sets their status to Busy, this will close the service. If you use the Busy status to hop out of the queues, remember to Logout when you've closed all of your calls.
Away: If you have no active calls, you have the choice to set yourself to Away if you need to step away for a minute or two during your shift. Always let your colleagues in Campfire know that you're stepping away and remember to set yourself back to Available when you return.
No more than one service provider should set themselves to Away on a shift if they need to step away. If everyone on shift sets themselves to Away, this will close the service.
Free for Chat: You have the choice to use this status if you would like to signal to your colleagues that they can leave a call or two for you to pick up. Remember to set yourself back to Available when appropriate.
Extended Away: AskAway is not currently using this status.
Logout: When you've wrapped up all your calls and your shift is over, logout.
This will let them know they can request a transcript, fill out a survey, and clear the chat history
Tag the chat session
Adding descriptive tags helps the service and institutions track what kind of questions patrons are asking when they visit us
At a minimum, apply at least one primary tag to each call
If you close the chat before adding tags, a reminder will pop-up asking if you'd like to add any tags
Click the X (end chat) button in the top right of the chat session window to close the call
If you add tags at this point, you'll need to click the X again to close the session
Note: If the patron happens to still be online with their chat box open, they will appear under your Recent Guests list. There's nothing you need to do with Recent Guests. Once the patron closes the chat window, they will vanish from this list. If they come back online with a question after you've logged out, they will be reconnected to the queues.
In LibraryH3lp, you have several options to customize how you work with patrons.
To manage your preferences, navigate to the Preferences area in the staffing webclient (gear icon in the far left navigation menu).
Hover over the ? icon to the right of each preference to learn what it does.
You can adjust your preferences as you're staffing and they will take effect immediately. Most of these settings (other than Auto Busy) are a matter of personal preference and you're encouraged to play around and see what settings you find most comfortable on your shifts.
See below for more detail on preferences of note.
This is the sound that you'll hear when a new patron comes in and when a new message is sent by the patron. You can choose any sound you like, but please choose a sound (rather than none) as audio is generally faster than visual notifications and will ensure patrons are picked up promptly.
Conference room chat sound and 3mail sound
AskAway doesn't currently use these features, so there's no need to choose a sound.
Automatically arrange and size chat windows/ Automatically expand new chats until I have...
This will control how many chats automatically expand and show a preview of the chat when they first come in.
If you'd like a layout that is more traditional, you may wish to set this to "1 open chat." Once one chat is open, additional new chats that come in will appear under Current Guests. You can click on them to see a preview / send a message / claim, or if someone else claims a call first, it will automatically disappear from the list.
Automatically set me to 'Busy' after this many open chats
This has been set to 99 for all service providers, which means it's ineffectual.
Note: Please leave this at 99. If it's set to another number, please set it to a very high number (e.g. above 20). The reason it's set to such a high number is because if service providers are automatically set to Busy during their shifts, this puts a burden on other colleagues to pick up new calls. Additionally, if all service providers on a shift are set to Busy, this will close the service.
When you staff AskAway in LibraryH3lp, you will select and staff the following two queues:
askaway: this is the general AskAway queue
institutional queue (e.g. viu)
Staffing your institutional queue allows you to see and claim patrons from your library before your AskAway colleagues see them. If you don't pick up the patron within 40 seconds, the call will drop into the general AskAway queue for everyone to see and for anyone to claim.
If no one from a patron's institution is currently staffing, their call will be directed to the general AskAway queue.
LibraryH3lp calls this set-up home-team first with a simple time-triggered rollover.
A reminder that the home-team first set-up means that you might not see all incoming calls and your colleagues might be busier than you think. Keep an eye on the Chat History & Activity tool in LibraryH3lp to see how busy your colleagues are and use Campfire to communicate and manage traffic. For example, if you see that your colleague has four chats on the go and you have none, you could offer in Campfire to take one. And vice versa!
In the LibraryH3lp staffing webclient, Guests are patrons and Contacts are your colleagues.
When a new guest arrives, you'll see them appear under the Current Guests panel on the left-hand side.
Currently, AskAway isn't using the feature that connects colleagues with one another, so you can ignore Contacts for now.
For a cleaner interface, under Guests & Contacts, select "Only show if online." When this is checked off, you'll only see queues and patrons that are currently online. Click the little gear icon beside Guests & Contacts to find this feature.
A student can request a transcript of their chat session at any time by clicking the email icon (envelope icon) on the chat box and entering their email address. The transcript will be emailed to them immediately and will include the conversation up until the point they requested the transcript. They do not have to wait until the end of the session to request a transcript.
AskAway is anonymous to protect patron privacy, and if the patron enters their email address to request a transcript, this email address is never stored.
Can I send a patron a copy of their transcript?
The short answer is no.
As AskAway is anonymous, we don't ask patrons for identifying information such as email address, student ID, etc. Instead, you can direct the patron to the email icon in their chat box, and they can request a transcript on their end.
If a patron asks for a transcript from an earlier session to be re-sent, we have no way of verifying the identity of the person asking, so re-sending the transcript violates the patron's privacy.