Support

How to Send a Question for Follow Up to a Non-Maryland Library

Submitted by Julie on 27 January 2011 - 4:16pm
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Sometimes a session needs follow-up by a non-Maryland library.  You have multiple options!

Contacting non-partner libraries when their customers have questions

Submitted by Julie on 14 January 2011 - 1:12pm
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There are some county systems in Maryland that are not AskUsNow! partners. Sometimes we get questions from these county's customers. Read more for how to get their customer's questions routed correctly.

Institution Stats: Finding out how many librarians

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 This guide walks you through how to get statistics for your institution's individual librarians.

Getting statistics for your institution: customer and librarian stats

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 This guide will assist you in how to find the standard monthly stats for your institution's librarian and customer activity. Short video included.

When a customer requests a transcript from a previous session

Submitted by Julie on 25 October 2010 - 9:43am
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This guide walks you through the steps of getting a previous transcript re-sent to a customer who requests it.

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.

When your URL shows up for the customer

Submitted by Julie on 30 July 2010 - 7:54am
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The regular customer interface allows you to send URLs to a customer that then show up on their screen! This guide breaks down how to format your URLs so they do or do not show up for the customer.

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.

When customer IP addresses are visible

Submitted by Julie on 25 February 2010 - 4:10pm
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Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible.

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