For Providers

Printing and Emailing BrainFuse Transcripts

Submitted by Cathay on 25 January 2011 - 11:15am
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Recently, a patron used the popular tutoring service, BrainFuse, but was puzzled about how to print out a copy of her transcript.  Apparently she needed this to bring to school on the following day.

She turned to AskUsNow! for assistance in figuring out the procedure, and through her contact we've been able to follow up with BrainFuse (thanks Betty!).  Here is their representative's response:

QP hack: sending files to customers in chat

Submitted by Julie on 26 October 2010 - 7:59am
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Ever want to send a customer a file but they wouldn't give you an email - or you didn't want to use your work email to send it? senduit.com is the easiest way to send a file to a customer who either doesn't want to share their email address, or doesn't have one.

 

Quick Guide to Going Global

Submitted by KateNiemczyk on 7 October 2010 - 11:22am
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"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland - from the rest of the libraries in the 24/7 Reference Cooperative of which we are a part. The global queue is almost always busy and can be a little nerve-wracking to librarians who are unfamiliar with working with non-MD customers. We've put together this guide to help out.

a word on cobrowse (and a hack)

Submitted by Julie on 7 July 2010 - 7:15am
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Cobrowse is a feature of our chat software that allows a librarian and customer to share a page and view what the other person is viewing. When a customer clicks on a link on a site, the librarian goes there too and vise versa. This feature was particularly handy when navigating databases with customers.

No Habla Español? Transfer to the Spanish Queue

Submitted by Julie on 6 July 2010 - 8:00am
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Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue.

Customer emails and referring for follow-up

Submitted by Julie on 23 June 2010 - 10:24am
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Its important to get customer email addresses if follow-up is needed. This guide walks you though how to do that and what to do if you didn't.

QuestionPoint Release Notes: June 2010 (or: the librarian is typing)

Submitted by Julie on 11 June 2010 - 8:28am
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QuestionPoint will be unavailable Sunday June 13, 2010 for scheduled maintenance and new service upgrades. The system will be unavailable for approximately 30 minutes from 07:00 UTC (03:00 ET) to approximately 07:30 UTC (03:30 ET).

You can read the release notes for details on the upgrade but here are the highlights:

New Features

  • Custom descriptive codes! This will help with our new law chat initiative!
  • Type ahead- the librarian and customers will be able to see when the other one is typing!
  • the "Edit/Delete" buttons are moving further up to aid replies!

 

Customer can hear a "ding" when the librarian replies!

Submitted by Julie on 20 January 2010 - 12:29pm
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This past week Tina @BCPL ran into a session that she brought to my attention. In the session, the customer said they couldn’t get the “audible alert” to work.

Whaaaa?

The librarian interface has sound notifications when there is a new customer or when the customer says something but the customer interface doesn’t… does it?

Resource list for Haiti Earthquake Crisis

Submitted by Julie on 14 January 2010 - 4:22pm
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In response to the Haiti earthquake crisis, we've put together a resource list. It can be found on our customer site as well as on delicious.

Our 2009 Holiday resource list has been posted!

Submitted by Julie on 18 December 2009 - 2:28pm
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We've gotten our 2009 Holiday resource list up and ready to roll! Check it out at http://www.askusnow.info/fun/holiday2009.html

We've posted it on Facebook, MySpace, Twitter, and our askusnow.info website! Please feel free to use these resources for your customers or yourself! :-)

Happy Holidays!

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