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Service Provider FAQs

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What should I do if a patron requests a specific service provider?

 

On rare occasions, a patron may come onto AskAway and request to chat with a specific service provider, likely at their institution.

AskAway does not connect patrons with specific service providers. 

  • If a patron requests a specific service provider, let them know that everyone on AskAway is happy and qualified to help and can make referrals to subject or specialist librarians as needed.
  • If you refer a patron to a librarian or library staff member, make sure to only use contact information that is publicly available (e.g., a link to the librarian's contact page at their institution).

As an exception, if a patron was recently chatting on AskAway and was disconnected, use Campfire to ask if another service provider lost a chat and would like the patron transferred back to them. Only transfer the patron once you have permission from the other service provider.