Below are a few procedures to keep in mind when staffing the 24/7 Global Cooperative queues. Please note that you will only monitor the 24/7 Global Cooperative queues when your Site Coordinator indicates to you that your specific shift is responsible for monitoring the 24/7 Global Cooperative queues.
SELECTING QUEUES WHEN YOU HAVE A 24/7 GLOBAL COOPERATIVE SHIFT:
When you are staffing the 24/7 Global Cooperative queues, select the queues you regularly select from the Local Monitoring tab AND the 24/7 Global Cooperative (Public or Academic) queue from the Co-Op Monitoring tab.
KEY NOTES ABOUT STAFFING THE 24/7 GLOBAL COOPERATIVE QUEUES:
- Pick up patrons as soon as possible.
- Do not close ‘Active’ questions from non-Pennsylvania patrons. This allows the ‘home’ library to review the session from their ‘Active’ list and close the question themselves. When the ‘home’ library closes the question, it will remove it from your ‘Active’ list.
- Do not “tag” sessions.
- Please attempt to use the ‘home’ library ‘hello’ and ‘goodbye’ scripts. For example, if you assist a patron from the Maryland ‘AskUsNow’ service, you do not want to say “Hello and welcome to Ask Here PA” to the Maryland patron. If there is a local ‘hello’ and ‘goodbye’ script available, you will find it in the list of scripts under “Patron Library”.
For full instructions on staffing the 24/7 Global Cooperative queues, please review Springshare’s 24/7 Reference Cooperative Policies & Procedures document, available online at: https://ask.springshare.com/loader?fid=45&type=1&key=602a4c144bf26c7b36cd52a0ffda1f12
