Browse and search frequently asked questions.
If an issue arises on your shift, report it to the appropriate contact, either:
What to include:
LibraryH3lp: Logout problems or queues open after closing
If you or another service provider is logged in to LibraryH3lp but is unable to logout at closing time, the service will appear to be open to patrons. If you suspect this is happening, let the Admin Centre know immediately:
LibraryH3lp: Technical Issues
If you experience technical problems with LibraryH3lp, please email the Admin Centre. Include as much information as possible (e.g. time, date, institution(s), browser and version, operating system, a description of the technical issue, any screenshots, and what was going on just before it happened).
If you notice that another institution's Guest Login is not working, check with your colleagues in Campfire to make sure it's a system-wide issue. If it's not working for anyone, please email the Admin Centre. If possible, please include details (e.g. the institution, which resource(s) didn't work, and a description of what happened).
If you notice a mistake, broken link, or outdated information on your library's Policy Page, please notify your local coordinator.
If you notice it on another library's page, please email the Admin Centre with the name of the institution and the incorrect information.
Procedures and Policies
If you are unsure about a general policy or procedure, please check the Service Guidelines, contact the Admin Centre, or talk to your local coordinator.
Session with an unexpected patron
Please report the following types of sessions to the Admin Centre:
To learn more about how to respond to unexpected patrons, please see the unexpected patrons page.
If you notice a mistake or outdated information on the AskAway website, please let us know!