QP User Group, ACRL 2011
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QP User Group, ACRL 2011






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  • Libraries all over the world use QuestionPoint to reach out to users and manage reference more effectively.
  • As an aid to quick turnaround for a comment or request for correction or update regarding a library’s policy page, the e-mail sent to the contact from the Policy Pages module includes the institution’s name and ID. This will enable group administrators who are the contact for all libraries in the group to quickly determine who needs to be notified to make changes or to make those changes him or herself in the correct library account.

QP User Group, ACRL 2011 Presentation Transcript

  • 1. April 1, 2011
  • 2. Agenda
    • Welcome and Introductions: Nancy Huling
    • QuestionPoint and 24/7 Reference Cooperative Update: Carol Bonnefil, QuestionPoint
    • Discussion Topics: All
  • 3. QuestionPoint Community
    • 32 Countries, most recently: Colombia, French Polynesia, Martinique, Ireland
    • Approx 2,000 libraries
    • More than 1,300 in Coop (411 in Academic Coop)
    • Just under 24,000 records in GKB, in 11 languages
    See the QP monthly report in the blog!
  • 4. Recent changes: September - December 2010
    • Chat
    • Queue Closer
    • Wait messages
    • Policy Pages
    • Ask Module
  • 5. Queue Roll Up
    • BME level. Delays of between 40 and 180 seconds
  • 6. Primary queue no longer automatically monitored
    • Librarian does not have to monitor their “Primary Queue”
    • Instead, librarians can monitor any queue they have access to
    • Allows libraries more flexibility in what services are opened or closed when scheduling librarians for chat monitoring
    • *24/7 Coop members:  If you don’t monitor your "Primary" Queue, but do choose the 24/7 Coop check box, and your library’s queue is part of the 24/7 Cooperative for monitoring purposes, then you will still receive incoming questions from your own library’s queue.  However, you will not receive the question any sooner than the rest of the cooperative members. In other words whatever 24/7 Coop rollup delay time is set will apply to you.  If you choose neither your Primary, nor the 24/7 Coop, then you will not see questions from your own library’s queue. 
  • 7. Queue Closing
    • Uncheck queue(s) at end of day and still continue existing chats
  • 8. Wait messages for chat queues
    • Configured by Group (BME) admin
    • Separate wait messages can be done for each Queue and for Qwidget
    • Triggered by elapsed wait time:
      • Initial Message = Upon patron form submission. This is a required message. It cannot be suppressed, but can be customized.
      • First Message sent after 50 seconds of waiting.
      • Second Message sent after 80 seconds of waiting.
      • Third Message sent after 120 seconds of waiting.
      • Fourth (last) Message sent after 190 seconds of waiting.
    • If any message is not included, the subsequent message is not accelerated. It will appear at the designated time interval.
  • 9. Wait Messages
  • 10. Ask Module
    • More attachments: 4; up to 12 MB
    • URL minimizer on all Answer pages
  • 11. Policy Pages: New Fields!
    • Statewide or Shared Catalog
    • Library Card Number is now Database Access for Coop Librarians (library card, etc)
    • Pin Number is now Guest Login/PIN for Coop librarians
    • Remote Access [What needs to be typed in; troubleshooting tips, relevant links to library web pages]
    • Tech Assistance [When FAQs and instructions on the web site aren’t adequate, here’s who to call for various tech issues]
  • 12. New Policy Page fields
    • Assignments (popular/recurring)
    • Tutoring/Homework Assistance
    • Library Cards is now Library Card Policies
    • Access Policies and Reciprocal Arrangements
    • Loan Periods is now Loan Periods/Returns
    • Meeting Rooms
    • Summer Reading programs/lists
  • 13. Policy Pages
    • View/Hide Option No Longer Available in Policy Pages
    • All edits to active policy pages will be immediately viewable to a chatting librarian helping one of your patrons.
  • 14. Library Name included in E-mail Sent from Policy Pages (to assist group admins)
  • 15. Qwidget Roll Up program
    • Participants: AP of at least 75% (determined by Queue)
    • 75% baseline must be maintained (weekly check)
      • 3 week grace period
    • Based on 2010 average AP, notices will be sent to those eligible
    • Participation is optional
    • Questions about Qwidget Roll Up Program: email Susan McGlamery, [email_address]
  • 16. What’s Next: Full Transaction Searching May 2011
  • 17. Advanced Search page
  • 18. Results List with search criteria window
  • 19. Full Question view
  • 20. Select multiple transactions to view
  • 21. Viewing multiple transactions simultaneously 1 2 3
  • 22. Searching Service History
  • 23. Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org
  • 24. Discussion Topics