Ask Us 24/7 Tutorial

Lesson 7

Watch the 20-minute QuestionPoint tutorial on Using Policy Pages and Co-Browsing.

The questions you get can while on the virtual reference desk fall into a few different categories:

Questions specific to the patron's library (since they have most likely entered the service through their library's website)

Issues with patron account - We do not have access to other library's account information, so in this case we normally cannot help the patron. If the issue is a problem with logging in or account passwords/pins, check the library's policy page and website to see if they have a help page that you can refer the patron to. They may also have a form that allows patrons to reset their password, or have it e-mailed to them. If these options are not available, you should provide the patron with an e-mail address or phone number to contact the library directly.
Library policies, hours, etc. - find answers on the library's policy page or website.

Questions that do not require a print article or book can often be answered by doing research on the web.
See the box titled "Reference Links" on the right side of the QuestionPoint Wiki. This contains many useful links. You may want to consider keeping your own set of bookmarks for sites that you frequently use for basic reference.

Check the library's policy page to find their catalog. Search the library's catalog and "push" the results to the patron by sending them the URL of the results page.
If the book they want is not available, offer to get them information on placing an interlibrary loan request. Get this info from the library's policy page.
You can also search WorldCat to find other libraries in their area that may have the desired book.

Searching for articles
- Check the library's policy page to find where the databases are located.
- Sometimes the policy page provides an account number you can use (but not give to the patron) to access their databases. More often, however, they don't. In that case, you can at least send the main database page to the patron, and perhaps recommend some specific databases or search terms to use.
- When looking for specific articles, always try a general web search too. Sometimes you are lucky enough to find the article freely available on the web.