Service providers have the option to send scripted messages (or scripts) to students during their chat sessions. At a recent AskAway Advisory Committee meeting, it was suggested that the scripts could use a refresh, and we couldn't agree more.
AskAway scripts are currently being reviewed and refreshed to:
- Remove duplication and reduce the number of scripts
- Update wording to be more proactive and user-centered, and
- Reorganize the categories to align with chat workflow.
Expect the new scripts in September, in time for the start of the fall term, so stay tuned! (Don't worry, we'll keep an archive of the older scripts available for a little while to ease the transition).
Chat Reference Software Review
As a result of action planning activities, the Advisory Committee prioritized a chat reference software review for the service.
Since the last software review was completed five years ago, the software landscape and the service's priorities have changed (for example, we'd like to explore features such as proactive chat). The software review will get underway in September and will take us into the following year. There will be opportunities for involvement, and we'll keep you updated at key points in the process.