Questions/Answers

      What is the ASERL Ask-a-Librarian Service?

Ask-A-Librarian is a chat-based virtual reference service that permits ASERL library staff to meet their users in the online environment. The mission of Ask-A-Librarian is to provide more timely and cost-effective research-library quality information to users than can be provided by any individual ASERL library. 

    What institutions are included in the ASERL Ask-a-Librarian vRef consortium, and who is their representative(s) to this project?

*If you have questions about ask-a-librarian:  1^st Contact, 2^nd Contact, 3rd Contact.  Other work related questions contact Dr. Feili Tu, USC, SLIS.

 

      How do I get to the Ask-A-Librarian pages?

To get to the Ask-A-Librarian page you must go to www.ask-a-librarian.org

The link from the www.aserl.org page does not work.  This is intentional to reduce unauthorized use.

      How will I know what databases patrons can and can’t use; or what librarians can and can’t see?
Patrons are permitted to use only the databases licensed by their “home” institution.  You may not allow them to use a University of Alabama resource if their university does not subscribe to it.  Once a patron logs into their database using their own authentication, you as a librarian may enter and co-browse that database to offer assistance to the patron.

      How do I determine the source of a question (what school they are logging in from)?

The source of the patron will appear in a box on the top of the screen when the call is accepted.

      What do we do when we can not answer a question asked by a patron?

Advise the patron that you are unable to find an answer to his/her question and provide them with the telephone and email contact information for their home library.  Suggest that the patron call their home library to speak to a reference librarian.  You can find the contact information for the appropriate reference department provided in the Quick Reference Guides:

http://www.ask-a-librarian.org/Policies.cfm

      What do I do if I have technical difficulties (e.g., ISP is offline) that prevents me from covering my assigned time period?

Use the e-mail list for your student group at aserl-vref-students@solinet.net to ask your fellow students to cover for the time period you are unavailable.  If you cannot access your email to post the coverage request, contact the onsite coordinator, Andrea Wright (wk): 803-777-1968, (hm): 803-933-9047, (cell) 512-809-6292 or e-mail  andrea_setters@yahoo.com    

If you can’t reach Andrea contact project coordinator (Ros Lett – 678-580-2956 (wk) or roslett@yahoo.com and ask her to post the request for you to the email list.  This will also let her know that there could be a potential gap in service. If all else fails, try calling another student directly to see if she/he might be available to cover your time slot. 

      What if we have problems with the software?  What do we do and who do we contact?

First, try refreshing your screen to see if this will help to alleviate the problem.  If this does not work you may have to log-off and log back into Docutek.  If that does not work, try the following:  Go to http://www.docutek.com/support/support_vrlplus.html

You may be able to find some answers that you need in the VrlPlus Release Notes or Training Guides.  If this doesn’t help, contact Andrea Wright for guidance at: andrea_setters@yahoo.com or (wk): 803-777-1968 .

            For reporting technical problems or for troubleshooting, you              can also contact the SOLINET Help Desk at 800-999-8558                 x4948 as the first line of support.  The SOLINET Help Desk is                   open Monday – Friday 8am – 6pm ET.  Lastly, send an email               describing the issue directly to support@docutek.com.                         Support can also be reached via phone at 650.286.7300 x 2              or via toll number 1.877.8DOCUTEK.

      What is the Quick Reference Guide (also known as the Institutional Profile Pages)?

The Quick Reference Guide is a set of “cheat sheet” type web pages that we have developed to help our participating librarians answering questions about fellow vRef consortium member library’s services. The Guide can be found at http://www.ask-a-librarian.org/Policies.cfm. When you visit this page you will see a list of the participating institutions.  Click on the link for the desired University.  Once there you will see links and notes describing the services and policies of the participating library (e.g., reference, circulation policies, etc.)

      How do we know when (or whether) we should identify ourselves as being off-site to a patron?

The only time it should be necessary to note that you are off-site is when you are referring a question that you could not answer to a librarian or the reference department at the patron’s home library.

      How can we reach the Ask-a-Librarian Services Coordinators?

Ask-A-Librarian Coordinators

Onsite Student Coordinator – Andrea Wright

University of South Carolina SLIS

Office:  803-777-1968,

Home Phone:  803-933-9047,

Cell Phone:  512-809-6292 

E-mail:  andrea_setters@yahoo.com

vRef Coordinator – Rosalind K. Lett

E-mail: roslett@yahoo.com

Office:   678-580-2956

 

      If we can’t reach Andrea or Ros, is there an alternate person to contact?

ASERL Executive Director – John Burger

E-mail   jburger@solinet.net

Office   800/999-8558 x4830

Cell Phone   404-218-4207

      How can we ask questions, provide feedback or give comments?

E-mail or call Andrea or Ros, or post a message on the student list that is set up for your correspondence.

      How can we share information with our fellow students about the software, etc.?

Use the student email list to share information or tips, etc with your fellow students.

      How can we find out what’s new with the ASERL Ask-a-Librarian Project? 

You can always check the ask-a-librarian.org website and look in the Project News Box for messages about current events.  Messages about schedule changes, special promotions etc, will also be sent to the group via the student email list.