Archive for September, 2007

Three new scripts added

Thursday, September 27th, 2007

In response to feedback from service providers, three new service-wide scripts have been added relating to service limits and rude or threatening patron behaviour. Although we have an extremely low incidence of difficult patron behaviour, if it does happen you don’t want to be fumbling around for what to say! These are the same scripts used by public library AskAway staff.
Ref – Service Limits
I’m afraid I can’t give you the answer to that question, but I can help you to find resources that will give you the information you need to answer the question. Would this be useful?
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 behaviour from people who visit our service. Would you like to continue?
Problem – Threats
Obscene, abusive or threatening statements are not acceptable. We are ending this session.
Please let me know if you have any questions about this or suggestions for other scripts.
– Sunni

New Script Added – Great Northern Way

Monday, September 24th, 2007

The following script has been added to the service-wide shared scripts in the chat monitor:
Ref – Great Northern Way
Hi, as a student in the Masters of Digital Media Programme at Great Northern Way Campus, you’re eligible for a number of services through Simon Fraser University Library. To review them, go to Databases licensed for MDM students are accessible from the MDM Information Resource Centre site at
– Sunni

First Week Hourly Breakdown

Monday, September 24th, 2007

For those of you that are interested in how the calls come in throughout the day, here’s the hourly breakdown for last week (as reported by QP):

PST Mon Sep-17 Tues Sep-18 Wed Sep-19 Thurs Sep-20 Fri Sep-21 Sat Sep-22 Sun Sep-23
10:00 – 10:59 2 2 4 2 Closed Closed 4
11:00 – 11:59 10 3 4 5 3 7 0
12:00 – 12:59 5 4 5 4 2 4 1
13:00 – 13:59 3 3 4 7 1 3 4
14:00 – 14:59 5 4 4 5 2 8 2
15:00 – 15:59 2 5 7 3 4 2 5
16:00 – 16:59 2 11 3 5 1 3 5
17:00 – 17:59 8 3 3 2 Closed Closed 3
18:00 – 18:59 3 11 1 1 Closed Closed 6
19:00 – 19:59 2 3 6 5 Closed Closed 3
20:00 – 20:59 1 6 1 3 Closed Closed 3
Total 43 55 42 43 13 27 37

Statistics and other data about the service are also available on the For Local Admins tab of the Portal:


Helping “Public Library” patrons

Sunday, September 23rd, 2007

Since the public library “side” of AskAway is still behind a picket line, we may see a few questions from public library patrons. Here are a few tools that you can use to help them:
Public Libraries’ Delicious bookmarks:
For those of you not familiar with Delicious, use the Tags on the right side of the screen to select a topic, e.g. Climate_Change
Then, select a link from the left side of the screen.
List of Free (academic) databases:
Use this list of open access databases (listed by subject) to assist high school students. Keep in mind that not all of the databases contain free full text.
Strike News:
For the latest about the strike, check out BOTH of the following websites:
City of Vancouver

Helping a NWCC student?

Saturday, September 22nd, 2007

NWCC’s “Where Can I Get This” link is behaving very oddly. Please show any NWCC students how to search databases that contain full text articles, and please show them how to limit their search to only Full Text until this issue is resolved.
FYI, of the WilsonWeb databases, only Biological and Agricultural Index Plus contains any full text.
For your convenience, here is the main page of the NWCC library:
Free resources to try as well:
Free Databases
(Free) Sources for Statistics