Archive for July, 2007

How to turn off Automatic Java Update

Tuesday, July 31st, 2007

If you have your computer set to automatically update Java, you’re probably sick of uninstalling the new Java 6.0 before every shift. Here is a link that shows you how to turn off the auto-update.
Actually, it shows how to turn it on, but if you just do the opposite of what it says, you’ll turn it off instead.

AskAway: recordings of brown-bag presentations available

Sunday, July 29th, 2007

Recordings of all AskAway brown-bag lunch presentations are now available on the AskAway portal:
Recordings Page
Handouts associated with each presentation are also linked on the same page.
To view the recordings, you will need a browser that has the Flash Player plugin, and a pair of headphones or speakers.
Thanks very much to everyone who gave presentations this term!
AskAway brown-bag presentations will resume in September.

Cobrowsing with 2 patrons

Wednesday, July 18th, 2007

It is possible to cobrowse with 2 or more patrons at the same time!
If you normally delete files and cookies before every cobrowse session, you can do so even if you already have a cobrowse session open.
However, if you don’t need to delete files and cookies before every cobrowse session, then you can just begin cobrowsing with the second patron.
Happy cobrowsing!

Staffing Alone?

Wednesday, July 11th, 2007

There has been a rash of technical troubles lately, with folks not appearing to be logged on, or folks thinking that they are stuck staffing the service by themselves. In almost all cases this has been due to incorrect settings, or un-cleared caches or cookies. Although the service is fairly quiet this term, there are busy times (11 calls per hour!), so we want to make sure service providers are never staffing the service alone.
1. If you find yourself on the service alone, and particularly if it appears that no calls are coming in, please let Sunni (778.782.6937) or Gordon (778.782.7002) know so that we can determine if it is a technical issue or not.
2. If you are unable to reach anyone and no calls appear to be coming in, try going through your settings, deleting the temporary internet files and cookies, logging out of the service and shutting down Internet Explorer, and then opening it all up again and logging in again. (See the Check Your IE Settings information on the Portal:
3. If you are staffing the service alone and can’t reach Gordon or Sunni, try going to the policy page of the library scheduled to be on with you to see if you can contact one of the AskAway administrators at that institution.
AskAway Schedule is posted at:
Library policy pages are listed on the Portal:
4. If you are swamped with an influx of calls and are unable to contact anyone, try sending a quick “Swamped!” message to the eln-vrefservprov listserv to see if anyone can jump in to help you. (This works famously on the public library side!)
5. If you are unable to contact anyone during your shift, please send Gordon or Sunni an email afterwards letting us know what happened so that we are aware of these incidences – they may give us clues as to the frequency of technical issues that we can then report to QP.
As always, let us know if you have any questions or concerns about this!

AskAway logout errors

Tuesday, July 10th, 2007

What happens if there’s an error just as you or your colleague logs out at the end of a shift?
Here are some tips for recognising and dealing with this situation.
Scenario A: You notice that a colleague hasn’t logged out, even 15min after their shift is over, but they’re not helping a patron at the time.
What you can do:

  1. Check the Staff Schedule to see if they are working 2 shifts in a row.
  2. IM them. Maybe they have forgotten to logout, or have some reason for not doing so.
  3. If they don’t respond to your IM,
    • Try phoning or emailing them. They may have had an error as they logged out, or they may have forgotten to logout.
  4. If they can’t be reached by phone, and if the service doesn’t close for over 2 hours,
    • Wait to see if their timeout works
    • Try phoning them again periodically
  5. If the service will close in less than 2 hours, or if they’re still logged in after 2 hours,
    • Phone or email ELN staff
    • You don’t have to stay online after the service closes