Scripts

What are scripts?

Scripts are scripted messages that librarians can choose from a drop-down menu and send to chat patrons. Scripts can be created at three levels:

  • Service-wide scripts: These scripts are available to all service providers at any time.
  • Institutional scripts: These scripts are available to any service provider serving a student from that institution.
  • Personal scripts: Any service provider can create personal scripts that they can use with any patron.

The current list of scripts is available below. We welcome feedback and suggestions on scripts that should be added.

Creating institutional and personal scripts

  • Steps to create institutional scripts (for local coordinators)
  • Steps to create personal scripts (for service providers):
    • Login to QuestionPoint
    • Under "Select Service" drop-down, click Ask
    • Click on "Settings" in the navigation bar
    • Click "My Scripts"
    • Enter a Script Name and Text
    • Click "Add"
    • The script will now appear in the list of My Library Scripts in your chat monitor 

List of service-wide scripts

Greetings and Closures (Begin / Close)

Begin - AA Greeting
Hello and welcome to AskAway. I'm reading your question now, and I'll get back to you in a moment ...

Begin - Busy Swamped
Hello and welcome to AskAway. At this moment we are extremely busy answering multiple calls that were received before yours. Your question is important to us; would you like to wait (approx. 5-15 minutes), or login with your question at a later time? You can also email your question to your home library: http://askaway.org/email-reference

Begin - How-It-Works
Would you like more tips on how our chat session works? Please check out our help page for patrons at http://askaway.org/help

Begin - Multiple Questions
AskAway is currently experiencing a high volume of calls and your librarian may have to manage multiple questions during your session. We will make every effort to answer your question quickly and thoroughly. We thank you for your patience and also offer email reference if you'd prefer: http://askaway.org/email-reference

Begin - Open New Tabs
You may want to open up any web pages you wish to search in a new browser window or new tab so you do not lose our chat session. Click on any web links sent by the librarian to open them in a new browser window, or right click on the link and select 'Open in new tab'.

Begin - Personal Info
Please do not provide your contact information, name or other identifying information during this session; instead ask for the librarian’s contact information.

Begin - Quick Tips
During our session AskAway cannot accept or access any personal information but we can provide contact information for your library. Also when our session ends you can use the "Email session transcripts" link to deliver this chat (check-off anonymous).

Begin - Qwidget Database
Before we use this database, it’s important that you expand our session to a new window, so we aren’t disconnected. To do this, click the pop-out button (near the x-close button). A new window will pop up.

Begin - Qwidget Expand
You can make the chat window larger by clicking the pop-out button (near the x-close button). A new window that you can re-size will pop-up.

Begin - Transcript
Don't worry about writing all this information down. At the end of our session, you’ll be prompted to enter your email address. Our entire discussion with web links will be emailed to you.

Begin - Transcript (Qwidget)
At any time during our chat session you can click on the email icon and enter your email address (check stay-anonymous). The transcript will be emailed to you when our session is done. I recommend you do this, as you may lose the option to receive an email of our chat if there are connection problems or it is close to AskAway closing time.

Begin - We're Closing Soon
Hello and welcome to AskAway. Unfortunately we are closing in 15 minutes and your question will take longer than 15 minutes to answer. We can help you quickly with some resources but for more in-depth help please login to AskAway again during our open hours Sun-Thurs 10am -9pm & Fri-Sat 11am-5pm or send your question by email to your home library: http://askaway.org/email-reference

Close - Anything else?
Is there anything else I can help you with?

Close - Goodbye & Survey
Thank you for using AskAway. Please visit us again if you have any further questions. When you click the Exit Session button there will be an option to enter your email address and have our conversation including all the web links emailed to you. I also encourage you to take a few moments to fill out our online survey - your feedback will help us to continually improve the service.

Close - Left Session
I haven't heard from you in a while, so I am going to close this session. Thanks for using AskAway, and please feel free to come back if you have further questions.

Close - Qwidget Goodbye
Thanks for using AskAway! if you click on the email icon and enter your email address (check stay-anonymous), a transcript will be emailed to you when our session is done.

Close - Qwidget Transcript & Survey
If you click the Exit button at the top right of the chat widget, you can request a transcript of our session. You’ll also get a link to our survey. Please fill it out and tell us how the session went. http://bit.ly/AskAwayExitSurvey

Close - Sorry We're Closed
The AskAway service is now closed. Our hours are Sun-Thurs, 10am - 9pm & Fri-Sat, 11am - 5pm. Please contact us during those hours and we will be happy to help you with your research question then. You can also send your question by email to your home library: http://askaway.org/email-reference

Close - Transcript
When you click the Exit Session button there will be an option to enter your email address. Once you enter that info you will receive a transcript of our conversation, along with all the web links we visited.

 

Citation

Citation - Begin
I’m happy to help you learn how to cite your sources and can work with you to find citation guides and examples to follow.

Citation - Formatting
The text in the chat box does not properly format italics, indentation, or bolding.

Citation - Service Limits
On AskAway, we can help you find citation guides and examples that you can compare with your own citations, but we cannot proofread or edit citations for you.

 

Privacy

Privacy - Brief
We're not permitted to collect personal information (such as your name, email address, etc.) because transcripts of our sessions are stored on servers outside of Canada.

Privacy - Detailed
Please do not give us any personal information. The reason is that BC Freedom of Information and Protection of Privacy Act states personal information may not be stored on servers located in the United States without your permission. Information stored in the U.S. may be accessible to authorities under the USA Patriot Act "warrant-less searches" provisions. Transcripts of our sessions are stored on servers in the United States; therefore, to comply with BC law, we are not permitted to collect personal information such as your name, email address, phone numbers etc.

 

Problem Patrons (Problem)

Problem - Contact Security
This sounds like a situation where you should contact Campus Security. I can help you find their contact number, but I cannot call them for you. Hang on while I look for their information...

Problem - Crisis Centre
If you are in crisis or want to talk confidentially to someone about a personal issue, you should call the BC Crisis Centre 1-800-784-2433 (24 hours) or go to www.youthinbc.com for support via chat (noon to 1 am, 7 days a week).

Problem - Harassment Step 1
This question has already been answered today. There are other students waiting for our help.
 
Problem - Harassment Step 2
You have already asked several questions today, and there are other people waiting for our help. AskAway is a busy service, and we cannot spend so much time with one person.
 
Problem - Harassment Step 3
We have answered your questions to the best of our ability, and cannot help you further. We have other patrons who need our help. If you continue to abuse the service, we will not allow you to use the service.

Problem - Prank
This service is for questions related to library use. You are welcome to use the AskAway service if you have such a question.

Problem - Prank End Session
This service is intended to help you with library related questions. As your question does not appear to be related to library use, I'm ending this session now. You are welcome to come back and use the AskAway service if you have a library related question.

Problem - Repeat Question
We're currently receiving a lot of calls with similar questions - are you part of a group? Please keep in mind that there are only a few librarians staffing AskAway right now, and we can help you better if we are not swamped with so many similar questions.

Problem - Repeat Question - Persistent
Your question has already been answered today, and we are unable to help you further. If you wish to continue using the service you'll need to ask a different question.

Problem - Repeat connection
Sorry, but you seem to be repeatedly connecting to and disconnecting from our service. We will be unable to assist you for now. Please come back to AskAway when your connection problems have been resolved. We look forward to assisting you when you have a question.

Problem - Rude
I would like to help you find your answer, but you will need to demonstrate patience while we search. We do not tolerate any kind of rude behavior from people who visit our service. Would you like to continue?

Problem - Rude End Session
We do not tolerate any kind of rude behaviour from people who visit our service. You are welcome to use the AskAway service later when you can be polite and respectful.

Problem - Service Limits
This service is intended to help you find information and resources. I can assist you with your search, but cannot do research for you, or send you articles.

Problem - Threats
Obscene, abusive or threatening statements are not acceptable. We are ending this session. You are welcome to use the AskAway service later when you can be polite and respectful.

 

Queue Management, Very Busy & Swamped (Queue)

Queue - Email Reference
You can email your question to your home library via this page: http://askaway.org/email-reference

Queue - Impatient patron
Your question is not an easy one and it’s going to take some time for me to answer it. If you do not have time to wait now, would you like to come back later, or send the question to your library via email?

Queue - Multiple Questions
Thank you for your patience. AskAway is currently experiencing a high volume of calls and I am managing multiple questions at once. Every effort is being made to answer your question quickly and thoroughly. If you do not have time to wait now, you can come back later, or send the question to your home library via email: http://askaway.org/email-reference

Queue - Off-Peak Hours
To avoid wait-times in the future, I wanted to let you know that AskAway is the least busy on weekday mornings and Saturdays.

Queue - Still Looking
Sorry this is taking a little while – I’m trying several search tools and strategies right now, but I can’t find exactly what you’re looking for. I'm going to continue looking for you. Thank you for your patience!

 

Referral (Refer)

Refer - Home Library
I will do my best to find some resources to help you with your question, but I may have to refer you to a subject specialist librarian at your home library for additional information.

Refer - Public Library
Sorry, your question is beyond the scope of the AskAway service, which is intended to help post-secondary students with their research- or course-related questions. Can I help you find contact information for your local public library?

Refer - Public Library - End session
AskAway is intended to help post-secondary students with their research- or course-related questions. Help for your question can be found at your public library. Find your public library's homepage here: http://www.bclibraries.ca/home/bclibraries

Refer - Subject Specialist
This is an advanced question. I may be able to find some resources that will help you, but I may have to refer you to a subject specialist at your library.

Refer - Writing Help
I am happy to help you with citing your sources, but this service is not for writing help. I can help you find contact information for your Learning or Writing Centre – they can help you with editing citations, writing your paper or composing a thesis statement.

 

Survey

Survey - Survey reminder
We're always trying to improve our service. You can let AskAway know what went right or how we can do better by filling out our survey: http://bit.ly/AskAwayExitSurvey

 

Technical Problems (TechProb)

TechProb - Contact Us By Email
You are not responding, and I’m wondering if you’re having technical difficulties. One alternative is to send us your question by email. Contact information for your library is on this page: http://askaway.org/email-reference

TechProb - More Resources
It appears you have left our session. I am going to send you a couple of resources that will help you with this topic. Please do not hesitate to login to AskAway again if you have any further questions.

TechProb - Network Issues
Due to province-wide network disruptions, we are currently experiencing connection issues that may affect our ability to chat. If we get disconnected, please try again. We apologise for any inconvenience.

TechProb - Qwidget Disconnect
I recommend you click the email icon below the send button and enter your email address now (be sure to check stay-anonymous). This will ensure you will receive a copy of our transcript even if our session is disconnected. You may also want to open any web pages in a new browser window or tab so you do not lose our chat session.

TechTrouble - Refresh Browser
It looks like you are disconnecting from this chat session. If this is not your intention, please click the Refresh button on your browser.