QuestionPoint user group, Germany
October 2010
Susan McGlamery
QuestionPoint senior product manager
mcglames@oclc.org
Ques...
•QuestionPoint Community update
•QuestionPoint community
•24/7 Cooperative
•QuestionPoint service update (2010 review)
•Be...
QuestionPoint Community
•29 Countries
•New QP libraries:
British Library, Peru,
Serbia
•Over 2,000 libraries
(1,500 in 24/...
24/7 Reference Cooperative
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
450,000
500,000
2006/07 2007/0...
Service Update
Server Response Time
2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26
Avg
0.058 0.069 0.074 0.082 0.070 0.081...
Server Response Time
7/18 7/25 8/1 8/8 8/15 8/22
Avg
0.060 0.052 0.050 0.057 0.049 0.051
Peak 1.184 0.137 0.295 0.157 0.26...
Many channels,
one reference service…
QuestionPoint
account
Reference
Desk
Telephone
Email
and
Texting
Chat
Chat
widget
(Q...
Year in review: Qwidget evolution
•Qwidget evolution
•More customization
•Facebook
•Mobile Webkit
Enhancements to Chat module
• Type ahead indicator
• Message can be customized
• Optimizations for mobile devices (but mor...
•Customized Descriptive codes
•Integration with Mosio Text a Librarian (US only)
•Session type differentiation in question...
Enhancements to Knowledge Base
• KB as a web service
• Hyperlinks for URLs in KB ownership statement
Best Practices
for Link Placement
http://www.oclc.org/us/en/services/b
rochures/214348usb_QuestionPoint
_Link_Placement.pd...
Results of 2010 QuestionPoint Survey
•Total respondents: 773
•647 completed Question 5
•Countries: 22, with 22% non-U.S.
•...
QuestionPoint feature usage
More survey results:
Helping set our priorities
•Search transcripts
•Chat wait messages: additional and custom
•Mobile dev...
And more . . .
52.1%
16%
26.6%
1.7%
.8%
62.5%
19.6%
15.9%
.2%
4.5%
Major concerns from survey
• Yours
• Chat response time / performance / stability
• Co-browse
• Reporting
• Policy pages n...
What’s coming: Dec, March 2011
• Search transcripts
• Wait messages
• Messages can be customized
• Up to 5 different messa...
Discussion Topics
• Data Protection and Privacy issues
• Knowledge Base feature – how are libraries using
• Improvements t...
Thank you!
The QuestionPoint Product Team
Susan McGlamery, Product Manager
mcglames@oclc.org
Carol Bonnefil, Product Analy...
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Qp update germany 2010

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  • Graphic presentation of the steadily increasing volume of chat traffic with the Cooperative.
  • I thought maybe this would be best to begin this section with. Even though we started doing this at the beginning of the Qwidget pilot, it speaks for the system as a whole. Proof positive, from our perspective, that performance has been very, very good.
  • I thought maybe this would be best to begin this section with. Even though we started doing this at the beginning of the Qwidget pilot, it speaks for the system as a whole. Proof positive, from our perspective, that performance has been very, very good.
  • Here, I’m using “year” to be the full year, Aug. 23, 2009 – Aug. 30, 2010
  • These were the top three for Question 5, in which we asked them to rate 16 various features or initiatives. Slide 26 returns to the themes of this slide.
  • Graphical view of satisfaction with quality. We did have lots of suggestions for improving the quality; most focused on more and regular training.
  • From many, many comments received, these concerns have worked their way to the top of the pile.
  • Chat roll up: BME can have control except for Qwidget rolling to the Cooperative.Attachments: will be able to send 4 in any combination of size not to exceed 12 MB. Standard for what most email clients can handle.Fall / Winter: will begin on these new initiatives, which have moved up on our priority schedule because of survey responses.
  • [I thought if these didn’t fill the time, we could go back to the question of Qwidget vs. texting. What do you think?]
  • Qp update germany 2010

    1. 1. QuestionPoint user group, Germany October 2010 Susan McGlamery QuestionPoint senior product manager mcglames@oclc.org QuestionPoint Update
    2. 2. •QuestionPoint Community update •QuestionPoint community •24/7 Cooperative •QuestionPoint service update (2010 review) •Best Practices for Link Placement •Survey report •September install •Topics and Discussion Agenda
    3. 3. QuestionPoint Community •29 Countries •New QP libraries: British Library, Peru, Serbia •Over 2,000 libraries (1,500 in 24/7 Coop) • 22,000+ records in GKB, in 11 languages • 6,000,000th question received (October 2010)
    4. 4. 24/7 Reference Cooperative 0 50,000 100,000 150,000 200,000 250,000 300,000 350,000 400,000 450,000 500,000 2006/07 2007/08 2008/09 2009/10 Coop chats received Coop chats received
    5. 5. Service Update Server Response Time 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Avg 0.058 0.069 0.074 0.082 0.070 0.081 0.076 0.074 0.078 0.071 0.067 Peak 0.212 0.225 1.846 22.351 0.230 0.247 0.230 0.254 0.710 0.213 0.371 5/2 5/9 5/16 5/23 5/30 6/6 6/13 6/20 6/27 7/4 7/11 Avg 0.067 0.067 0.041 0.062 0.054 0.057 0.060 0.054 0.056 0.051 0.058 Peak 0.246 0.261 0.151 0.200 0.234 0.158 0.176 0.164 0.213 0.356 0.176
    6. 6. Server Response Time 7/18 7/25 8/1 8/8 8/15 8/22 Avg 0.060 0.052 0.050 0.057 0.049 0.051 Peak 1.184 0.137 0.295 0.157 0.260 0.273
    7. 7. Many channels, one reference service… QuestionPoint account Reference Desk Telephone Email and Texting Chat Chat widget (Qwidget) Mobile
    8. 8. Year in review: Qwidget evolution •Qwidget evolution •More customization •Facebook •Mobile Webkit
    9. 9. Enhancements to Chat module • Type ahead indicator • Message can be customized • Optimizations for mobile devices (but more to come) • Queue management • For library/groups with multiple queues, group admin can determine roll-up time
    10. 10. •Customized Descriptive codes •Integration with Mosio Text a Librarian (US only) •Session type differentiation in question lists •Refer-to-email-partner: can now store 50 email addresses •Attachments: •4 attachments / total 12MB •Time out options increased (now up to 4 hours) •URL minimizer on every Ask answer page •Button placement facilitates editing replies •Numerous tweaks to e-mail messages, translations, page displays Enhancements to Ask module
    11. 11. Enhancements to Knowledge Base • KB as a web service • Hyperlinks for URLs in KB ownership statement
    12. 12. Best Practices for Link Placement http://www.oclc.org/us/en/services/b rochures/214348usb_QuestionPoint _Link_Placement.pdf QuestionPoint wiki under “Promote Your Service” Or at www.oclc.org or www.questionpoint.org, under promoting QuestionPoint sections or direct to
    13. 13. Results of 2010 QuestionPoint Survey •Total respondents: 773 •647 completed Question 5 •Countries: 22, with 22% non-U.S. •Length of time using QuestionPoint •54% have used 2-5 years •27% more than 5 years •20% one year or less
    14. 14. QuestionPoint feature usage
    15. 15. More survey results: Helping set our priorities •Search transcripts •Chat wait messages: additional and custom •Mobile devices: optimize web forms and chat forms
    16. 16. And more . . . 52.1% 16% 26.6% 1.7% .8% 62.5% 19.6% 15.9% .2% 4.5%
    17. 17. Major concerns from survey • Yours • Chat response time / performance / stability • Co-browse • Reporting • Policy pages not kept up to date • Ours • Better distribution of information about new features and upgrades • Meeting your current needs while anticipating the needs of the future reference library
    18. 18. What’s coming: Dec, March 2011 • Search transcripts • Wait messages • Messages can be customized • Up to 5 different messages available • Library can set the time the messages appear • Continuing optimizations for mobile devices
    19. 19. Discussion Topics • Data Protection and Privacy issues • Knowledge Base feature – how are libraries using • Improvements to help workflow? • Reports • Others?
    20. 20. Thank you! The QuestionPoint Product Team Susan McGlamery, Product Manager mcglames@oclc.org Carol Bonnefil, Product Analyst bonnefic@oclc.org Paula Rumbaugh, Product Analyst rumbaugh@oclc.org David Leslie, Product Implementation and Support Analyst leslied@oclc.org
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