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Updated: 1 hour 40 min ago

Logging into Libraries via OpenAthens

Tue, 2021-09-28 16:57

Four AskAway libraries now use OpenAthens software to provide access to online resources. If you're using the Guest Logins at one of these libraries to access resources on your shift, that's no problem. But, if you're using the guest logins to access resources at two or more of these libraries simulatenously or within a short time frame, that can create problems. See below for more information on what's happening and workarounds.

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AskAway Opens Today

Tue, 2021-09-07 09:33

AskAway opens today September 7th at 9am (PT). For the first two weeks (September 7th-19th), we'll be open Monday to Friday 9am-5pm (PT). Regular hours will resume September 20th.

Below, you'll find information about updates to LibraryH3lp as well as important reminders heading into this Fall term. As always if you have any questions, contact your local coordinator or the Administrative Centre.

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KPU Library: Mail-to-Me Service

Tue, 2021-05-18 11:17

In case any of you are assisting KPU folks on AskAway, just a heads up that we have recently launched a new service for mailing out print items.

You can direct questions to the “Mail-to-me” page, located on our COVID-19 guide here:

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Making Research Accessible with the Downtown Eastside Research Access Portal

Wed, 2021-03-10 12:29

I’d like to tell you about a resource you can use to help students and other AskAway patrons access research relevant to Vancouver’s Downtown Eastside (DTES).

The Research Access Portal (RAP) is an easy-to-use resource that makes research relevant to the DTES more accessible and easier to discover. We provide access to academic materials such as scholarly articles and theses, as well as community materials such as reports, historical newsletters, and other, more accessible forms of scholarship such as clear language research summaries, podcasts, and more. We have been working with researchers to help make more than 70 per cent of these items freely available to anyone. That means that most of this material does not require a subscription or institutional log-in to access.

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Responding to Students in Stressful Circumstances

Fri, 2020-11-06 13:08

The move to remote learning, coupled with the isolation of COVID-19 means that many are feeling stressed and this is especially true when exam and final assignment season approaches. On AskAway, we've heard that the overwhelming majority of interactions are positive but on rare occasions, a student or other AskAway patron may lose patience and openly express their frustration. As AskAway service providers, these interactions can be hard on our well being and resilience and having some scripts in our back pocket can help us be prepared with the aim of turning the conversation around.

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UNBC Library: Library Notices Turned On

Wed, 2020-09-30 09:36

Just a heads up that you may be receiving questions via chat about library notices. We recently turned on our recall and overdue notices as normal circulation borrowing periods have started again. If you receive a question about this, the key thing is to reassure the patron that any fines accrued during the COVID period will be waived (March onward).

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Catch up on AskAway Summer News

Thu, 2020-09-24 09:05

In case you missed it, catch up on the Summer 2020 issue of the AskAway newsletter.

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UVIC Library: Research Anywhere

Wed, 2020-09-23 16:30

The Research Anywhere site supports UVic community members who are doing research remotely:

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UBC Library: Accessing Online Resources Off-Campus

Wed, 2020-09-23 16:23

Many Users (Students, Faculty, and others) are accessing the Library’s online resources for the first time. If you get general questions from new Users, please direct them to read this: If you get specific questions about access, please direct Users to our Help Form:

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UBC Library: Standard messaging on loan regulations

Tue, 2020-09-22 14:17

The UBC Library has implemented loan regulations since September 14th, and we anticipate specific inquiries and responses from our users. We have the following standard messaging and would like to share it with you. We have also posted this information on the UBC Policy Page.

Categories: AskAway Blog

SFU Library: AskAway embedded in Canvas (LMS) courses this Fall

Tue, 2020-09-22 13:45

You may have noticed an uptick in questions coming through the SFU queue related to Canvas issues since a Research Help link is now available in all Canvas courses. To assist AskAway service providers who answer these questions, Canvas help has been added to the Help section of the SFU Policy Page.

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Assignment Alert: Douglas College Library Lab Assignment

Wed, 2020-05-20 14:37

Just wanted to give everyone a heads up about Douglas College's Library lab assignment. With the transition to online, asynchronous library instruction you may find that more Douglas College students are logging into AskAway for help with their Library assignments.

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Assignment Alert: University Canada West MGMT 601

Wed, 2020-04-29 08:45

University Canada West has just begun its Spring Term. Due to our physical library being closed, we expect there to be an influx of students on AskAway looking for guidance for their Article Review Assignment for MGMT601 (Leadership In The Global Context).

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LibraryH3lp Tips and Tricks: January Edition

Tue, 2020-01-28 11:17

Thanks to your thoughtful questions and feedback, we continue to learn more about the ins and outs of LibraryH3lp software. AskAway's LibraryH3lp FAQs continue to be updated, and we wanted to take this opportunity to share recent updates and new tips:

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Rolling out APA 7th edition

Thu, 2020-01-23 16:04

In fall 2019, APA released the 7th edition of the Publication Manual, and AskAway participating libraries are making the switch from the 6th to the 7th edition at varying times.

In general, it's good practice during this transition to ask students which edition they've been instructed to use. When in doubt, you can check the library's AskAway policy page and/or the library's citation guides to see which edition is currently in use.

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Catch up on AskAway Fall News 2019

Thu, 2019-12-12 10:37

Catch up on AskAway fall news with The Chat Box December 2019!

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Tips for working smoothly with patrons who come and go

Tue, 2019-11-26 12:06

As we continue to adjust to new workflows in LibraryH3lp, and as the service became increasingly busy this fall, there have been several questions about how to work with patrons who come and go from the chat.

There are 3 new FAQs available that address different types of patron behaviour and provide tips and best practices for providing the best possible experience for AskAway visitors.

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Strategies for Busy Times

Wed, 2019-11-06 12:36

We're getting into the busy part of the term and we're seeing shifts with 30-40 questions per hour. Here are a few strategies to help ease the burden on you and on patrons during this time of year...

Log in a few minutes early

Login to LibraryH3lp, Campfire, and the AskAway website a few minutes early. Offering to take transfers and pick-up new questions at shift-change relieves the burden on service providers coming off shift. 

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Sending a Swamped call

Wed, 2019-11-06 12:23
What is a swamped call?

A swamped call is a tool you can use to request help from AskAway service providers if you and your colleagues become overwhelmed with calls on a shift.

When do I send one out?

It's up to you and your colleagues to decide if you're going to send out a call. If you're already using some of the strategies for busy times but starting to feel overwhelmed with the number of calls you're picking up, you can send out a swamped call to request additional help.

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LibraryH3lp Tips and Tricks: September Edition

Thu, 2019-09-26 15:08

Based on excellent feedback received in training sessions and in the recent survey on LibraryH3lp support needs, there have been several updates made to documentation and tools to help you work with patrons more seamlessly.

Below, you'll find a list of all recent updates and some reminders. Thanks to everyone who shared feedback! If you have any questions or if there's anything you'd like to see added to the FAQs, please let us know.

Categories: AskAway Blog