Local Coordinators FAQs

New Term Checklist

 

Use this checklist to prepare your library for the term ahead:

 

1) Review the schedule

Review your library's shifts in the Collaborative Schedule.

• If the schedule hasn't been posted yet, see Past and Future schedules.

 

2) Train service providers

• Register new service providers for training.
  • If they're unable to join a live session, self-guided training is available year-round. See the Training page and contact the Admin Centre.
• Create accounts for new service providers and send them account information.
  • See the New Service Provider Email Template for a sample email you can use to send new service providers their account information.

 

3) Review and update your library's Policy Page

Review your library's Policy Page to ensure all URLs are working, information is up to date, and that it reflects any changes to service delivery.

• Refer to the Policy Page template for guidance.

 

4) Review and update your library's Guest Login information

Review your library's Guest Login information in LibraryH3lp to make sure it still works.

• See the FAQ Update your library's guest logins.
• Note: We recommend updating the password every 6-12 months for improved security.

 

5) Update library information

If information about your library has changed (policy page URL, email reference), update it on the AskAway staff website:

• Policy page URL: see the FAQ Update your library's policy page URL.
• Email reference address / URL: see the FAQ Update your library's reference address or URL.

 

6) Keep service provider accounts current

Manage service provider accounts at your library to keep them up to date:

• LibraryH3lp:
  • The local coordinator creates this account.
  • This accounts allows them to respond to chats, view the Guest Logins, and communicate with other service providers on-shift via the conference room.
  • See the FAQ Create and manage service provider accounts in LibraryH3lp.
• AskAway staff website:
  • The local coordinator creates this account.
  • This account subscribes them to the mailing lists.
  • See the FAQ Create and manage service provider accounts on the AskAway staff website.

 

7) Review the offline message

When AskAway opens, the offline message will be automatically updated:
 

Effective start of day September 21st, 2026:

AskAway is currently closed. Visit us when we're open! Monday to Thursday 9am-9pm (PT) Friday 9am-5pm Saturday 11am-5pm Sunday 10am-9pm You can also contact us [link to your library's offline contact] with your question.

 

8) Promote AskAway at your library

• Let your campus community know that AskAway is open via your library's social media and news channels!
  • Promotion - Poster and social media images are available for your library. Contact us for customizations.

 

Questions?

If you have any questions, don't hesitate to contact the Admin Centre. You may also find the answer in the Local Coordinator FAQs.

 

---

Appendix: New service provider email template

Use the email template below to send new service providers their account login information for the AskAway staff website and LibraryH3lp prior to attending a training session.

 

AskAway staff website:

Use this account to access the Current Chats tool and send a Swamped message. This account will also subscribe you to the appropriate mailing list(s).

• https://askaway.org/staff

You should have received an email prompting you to login right after we created your account. Login using your [institution] email and your password (in case you still haven't, don't forget to change it).

 

LibraryH3lp:

Use it to chat with patrons in real-time, view the Guest Logins, and communicate with other service providers on-shift via the conference room:

• https://ca.libraryh3lp.com/webclient/client

Your login and password for LibraryH3lp are:
[institution acronym]-[first name]-[last name initial]
[password]

Note: Please wait until the training session to login, so that you don’t open the service and start receiving chats.

To change your password, login to LibraryH3lp, click on Preferences, then Change LibraryH3lp password.

 

Helpful links:

Training Resources: https://askaway.org/staff/training-materials
Service Provider FAQs: https://askaway.ask.ca.libraryh3lp.com/ 

Let us know if you have any questions.

---