Knowledge Base Search
Patron Type
- Public Library
- College/University Library Student
- College/University Library Faculty-Staff
- School (student or faculty)
- Special Library
- Unknown
Staff role who answered
- Librarian
- Library Assistant
- Student Worker
- Intern
- AAL Staff – VR Specialist
Question Source
- Chat
- SMS
Primary Question Type (expanded explanation below)
- Research
- Reference
- Tech support
- Library info
- Community partner
- Account help
- Troll
Referral needed
- None
- Internal referral
- External referral
Explanation of “Primary Question Type” options:
Research: A detailed search likely using more than one e-resource. These questions begin when a patron isn’t sure what they’re looking for and may require additional follow up or referral to another department or librarian.
Reference: A general search usually using a library’s catalog or web resources. These questions begin when a patron knows what they’re looking for and doesn’t require any follow up.
Tech support: Walked a user through how to use a technology resource like online journals, phone apps, or eBook downloads.
Library info: Information about the physical library including hours, directions, contacts, or upcoming events and programs.
Community partner: Questions about community or campus resources outside of the library.
Account Help: Questions about barcodes, fines, login issues, or renewals that require account access to complete.
Troll: Time-wasting questions that are intended to be “pranks” or someone using the service without a purpose other than to disrupt.
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- FLA-PASS
- Florida A&M University FAMU
- Florida Gateway College
- Florida Gulf Coast University Library
- Florida International University
- Florida Memorial University
- Florida Polytechnic University
- Florida SouthWestern State College
- Florida State University
- Fort Meade Public Library
- The College of the Florida Keys
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Help Desk Support
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Policies and Procedures
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Reference
- AAL Team Management for Site Coordinators: How to Motivate and Get Better Answers from Your Team (Expert Series training)
- Are you really listening? (Expert Series training)
- Citation Help 101
- Connecting with your virtual users (Expert Series training)
- Coronavirus (COVID-19) FAQ
- Crisis URLs
- Dealing With Impostor Syndrome (Expert Series training)
- Delivering Service Excellence in Chat (Expert Series training)
- Evernote (Expert Series training)
- Fact Checking (Expert Series training)
- Florida Electronic Library Resources
- Free Resources 101
- Homework Help (Expert Series training)
- Mechanics of AAL Promotion: How to Use AAL Effectively as a Local Service (Expert Series training)
- Next Gen Searching (Expert Series training)
- Patrons in Need 101
- Promoting Digital Reference (Expert Series training)
- Quality Assurance Workgroup
- Reader's Advisory 101
- Ready Reference (Expert Series training)
- Reference Analytics Collection (RAC) Descriptions
- Research Starters (Expert Series training)
- Virtual Coworkers(Expert Series training)
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- Saint Leo University
- Sanibel Public Library
- Santa Fe College
- Santa Rosa County Library System
- Sarasota County Library System
- Seminole County Library System
- South Florida State College
- Southern Technical College
- St Johns County Public Library System
- St Johns River State College
- St Lucie County Library System
- St Petersburg College
- St. Petersburg Library System
- State College of Florida
- State Library of Florida
- Storm Memorial Library
- Suwannee River Regional Library System
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Specialties
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- Articles coming soon
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- Articles coming soon
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- Articles coming soon