QP user group ALA MW 2011

ALA Annual January 2011 San Diego QuestionPoint User Group Meeting

Agenda
Welcome
Vince Mariner
Introductions
QuestionPoint and 24/7 Reference Cooperative Update
Susan McGlamery and Carol Bonnefil, OCLC QuestionPoint
Discussion Topics
Report back to group

QuestionPoint Community
32 Countries, most recently: Colombia, French Polynesia, Martinique
Approx 2,000 libraries
More than 1,200 in Coop (411 in Academic Coop)
23,000+ records in GKB, in 11 languages
See the QP monthly report in the blog!

Many channels, one reference service…

Recent changes: September - December 2010
Chat
Queue Closer
Wait messages
Policy Pages
Ask Module

Queue Roll Up
BME level; Delays of between 40 and 180 seconds

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.

Queue Closing
Uncheck queue(s) at end of day and still continue existing chats

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.

Wait Messages

Ask Module
More attachments: 4; up to 12 MB
URL minimizer on all Answer pages

Admin module: Account creation defaults
Queue "Type" setting default is "Global" [automatically adds all the correct queues for librarians; "Local" is still available as an option]
"Ask a librarian" setting default: "Ask librarian“ [automatically provides new librarian accounts with access to Chat and the Ask modules]

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]

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

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.

Library Name included in E-mail Sent from Policy Pages (to assist group admins)

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

Qwidget Pilot next steps
AP on weekly basis: volatile in some
Some leeway with “3 week” rule
Process re Qwidget roll up going forward
All queues with AP of at least 75% are eligible for roll up
Announcement and call to apply
Weekly monitoring

QuestionPoint Survey
Total respondents: 773
647 completed Question 5 (prioritization)
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

QuestionPoint feature usage

More survey results: Helping set our priorities
Search transcripts
Chat wait messages: additional and custom
Mobile devices: optimize web forms and chat forms

24/7 Coop: Quality 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 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

Best Practices for Link Placement http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf QuestionPoint wiki under “Promote Your Service” Or at www.oclc.org or www.questionpoint.org , under promoting QuestionPoint sections

What’s Next
Search Transcripts: late spring 2011
Options for linking to your patron privacy policies

Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org

Discussion Topics
centralized training
Integrating questions answered into QP’s live chat and reports
National Virtual Reference Service (US)
Assessment: using QP as an assessment tool; other metrics/tools needed?
Texting: notification of new text message (for TAL integration)
Qwidget roll up pilot

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QP user group ALA MW 2011

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