Reporting rude/obscene patrons on AaL Kelli Herm (07 Jun 2016 12:35 EDT)
RE: Reporting rude/obscene patrons on AaL Tomiko Kutyna (07 Jun 2016 13:00 EDT)
Re: [askref] Reporting rude/obscene patrons on AaL Doug Furiato (07 Jun 2016 13:48 EDT)
RE: Reporting rude/obscene patrons on AaL Tomiko Kutyna 07 Jun 2016 13:00 EDT
Oh yes, it is that time of year when well-meaning teachers set their students loose on AAL once their finals are over. Here are the instructions from the AAL Policy and Procedures: Inappropriate Use of Ask a Librarian If you feel that a user is using Ask a Librarian inappropriately - either the original question crosses the line of acceptable or follow-up questions become personal/invasive or otherwise inappropriate - please do one of the following. If you believe the question and underlying user behavior are legitimate but the chat is not going well, ask another librarian staffing Ask a Librarian if you may transfer the user to him/her. Briefly inform him/her of the situation so that he/she is prepared when entering the chat. When you are not certain that the inappropriateness is intentional, send the Inappropriate - No Question/Purpose Customer canned message to helps to ensure that the problem is not due to miscommunication. If you choose to end the session, send the Inappropriate - Bad Customer canned message. You can modify the script as needed to suit the situation. If the patron is threatening or overtly vulgar, send the Inappropriate - Bad Customer canned message, end the session, and notify Ask a Librarian staff. Notify Ask a Librarian staff immediately if a user threatens physical harm of any kind, including self-inflicted harm. After closing an inappropriate session, briefly inform your coworkers in the queue, citing the username, IP address, and user agent string. Note that it's easy to change a username, and even an IP address can be spoofed, but the user agent string provides information about operating system and browser can't be changed. From: https://info.askalibrarian.org/toolbox/faq/policy-and-procedures/ (password may be required) Tomiko Kutyna Librarian Supervisor Millhoppper Branch Library Alachua County Library District -----Original Message----- From: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Kelli Herm Sent: Tuesday, June 07, 2016 12:36 PM To: <email@example.com> <firstname.lastname@example.org> Subject: [askref] Reporting rude/obscene patrons on AaL Does anyone know how to (or if we need to) report patrons using obscene language on Ask a Librarian? Thank you, Kelli Herm Tallahassee Community College Ask a Librarian's Electronic Discussion List To email the AskRef listserv, send your email to: email@example.com To unsubscribe from this email list, please visit tblc.org/unsubscribe-aalref using the password: TbLc_2016 This program is funded in part under the provisions of the Library Services and Technology Act, from the Institute of Museum and Library Services, administered by the Florida Department of State's Division of Library and Information Services.