ALA Annual  January 2011 San Diego QuestionPoint  User Group Meeting
Agenda <ul><li>Welcome </li></ul><ul><ul><li>Vince Mariner </li></ul></ul><ul><li>Introductions </li></ul><ul><li>Question...
QuestionPoint Community <ul><li>32 Countries, most recently:  Colombia, French  Polynesia,  Martinique </li></ul><ul><li>A...
Many channels, one reference service…
Recent changes:  September - December 2010 <ul><li>Chat </li></ul><ul><li>Queue Closer </li></ul><ul><li>Wait messages </l...
Queue Roll Up <ul><li>BME level; Delays of between 40 and 180 seconds </li></ul>
Primary queue no longer automatically monitored <ul><li>Librarian does not have to monitor their “Primary Queue” </li></ul...
Queue Closing <ul><li>Uncheck queue(s) at end of day and still continue existing chats </li></ul>
Wait messages for chat queues <ul><li>Configured by Group (BME) admin </li></ul><ul><li>Separate wait messages can be done...
Wait Messages
Ask Module <ul><li>More attachments: 4; up to 12 MB  </li></ul><ul><li>URL minimizer on all Answer pages </li></ul>
Admin module: Account creation defaults <ul><li>Queue &quot;Type&quot; setting default is &quot;Global&quot; [automaticall...
Policy Pages:  New Fields! <ul><li>Statewide or Shared Catalog </li></ul><ul><li>Library Card Number  is now  Database Acc...
New Policy Page fields <ul><li>Assignments (popular/recurring) </li></ul><ul><li>Tutoring/Homework Assistance </li></ul><u...
Policy Pages <ul><li>View/Hide Option No Longer Available in Policy Pages </li></ul><ul><li>All edits to active policy pag...
Library Name included in E-mail Sent from Policy Pages (to assist group admins)
Qwidget Roll Up program <ul><li>Participants: AP of at least 75% (determined by Queue) </li></ul><ul><li>75% baseline must...
Qwidget Pilot next steps <ul><li>AP on weekly basis: volatile in some </li></ul><ul><li>Some leeway with “3 week” rule </l...
QuestionPoint Survey <ul><li>Total respondents: 773 </li></ul><ul><ul><li>647 completed Question 5 (prioritization) </li><...
QuestionPoint feature usage
More survey results:  Helping set our priorities <ul><li>Search transcripts </li></ul><ul><li>Chat wait messages: addition...
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 <ul><li>Yours </li></ul><ul><ul><li>Chat response time / performance / stability </li></ul></ul...
Best Practices  for Link Placement http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf...
What’s Next <ul><li>Search Transcripts:  late spring 2011 </li></ul><ul><li>Options for linking to your patron privacy pol...
Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.quest...
Discussion Topics <ul><li>centralized training </li></ul><ul><li>Integrating questions answered into QP’s live chat and re...
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QP user group ALA MW 2011

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QP user group, ALA Midwinter 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.
  • 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.
  • QP user group ALA MW 2011

    1. 1. ALA Annual January 2011 San Diego QuestionPoint User Group Meeting
    2. 2. Agenda <ul><li>Welcome </li></ul><ul><ul><li>Vince Mariner </li></ul></ul><ul><li>Introductions </li></ul><ul><li>QuestionPoint and 24/7 Reference Cooperative Update </li></ul><ul><ul><li>Susan McGlamery and Carol Bonnefil, OCLC QuestionPoint </li></ul></ul><ul><li>Discussion Topics </li></ul><ul><li>Report back to group </li></ul>
    3. 3. QuestionPoint Community <ul><li>32 Countries, most recently: Colombia, French Polynesia, Martinique </li></ul><ul><li>Approx 2,000 libraries </li></ul><ul><li>More than 1,200 in Coop (411 in Academic Coop) </li></ul><ul><li>23,000+ records in GKB, in 11 languages </li></ul>See the QP monthly report in the blog!
    4. 4. Many channels, one reference service…
    5. 5. Recent changes: September - December 2010 <ul><li>Chat </li></ul><ul><li>Queue Closer </li></ul><ul><li>Wait messages </li></ul><ul><li>Policy Pages </li></ul><ul><li>Ask Module </li></ul>
    6. 6. Queue Roll Up <ul><li>BME level; Delays of between 40 and 180 seconds </li></ul>
    7. 7. Primary queue no longer automatically monitored <ul><li>Librarian does not have to monitor their “Primary Queue” </li></ul><ul><li>Instead, librarians can monitor any queue they have access to </li></ul><ul><li>Allows libraries more flexibility in what services are opened or closed when scheduling librarians for chat monitoring </li></ul><ul><li>*24/7 Coop members:  If you don’t monitor your &quot;Primary&quot; 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.  </li></ul>
    8. 8. Queue Closing <ul><li>Uncheck queue(s) at end of day and still continue existing chats </li></ul>
    9. 9. Wait messages for chat queues <ul><li>Configured by Group (BME) admin </li></ul><ul><li>Separate wait messages can be done for each Queue and for Qwidget </li></ul><ul><li>Triggered by elapsed wait time: </li></ul><ul><ul><li>Initial Message = Upon patron form submission. This is a required message. It cannot be suppressed, but can be customized. </li></ul></ul><ul><ul><li>First Message sent after 50 seconds of waiting. </li></ul></ul><ul><ul><li>Second Message sent after 80 seconds of waiting. </li></ul></ul><ul><ul><li>Third Message sent after 120 seconds of waiting. </li></ul></ul><ul><ul><li>Fourth (last) Message sent after 190 seconds of waiting. </li></ul></ul><ul><li>If any message is not included, the subsequent message is not accelerated. It will appear at the designated time interval. </li></ul>
    10. 10. Wait Messages
    11. 11. Ask Module <ul><li>More attachments: 4; up to 12 MB </li></ul><ul><li>URL minimizer on all Answer pages </li></ul>
    12. 12. Admin module: Account creation defaults <ul><li>Queue &quot;Type&quot; setting default is &quot;Global&quot; [automatically adds all the correct queues for librarians; &quot;Local&quot; is still available as an option] </li></ul><ul><li>&quot;Ask a librarian&quot; setting default: &quot;Ask librarian“ [automatically provides new librarian accounts with access to Chat and the Ask modules] </li></ul>
    13. 13. Policy Pages: New Fields! <ul><li>Statewide or Shared Catalog </li></ul><ul><li>Library Card Number is now Database Access for Coop Librarians (library card, etc) </li></ul><ul><li>Pin Number is now Guest Login/PIN for Coop librarians </li></ul><ul><li>Remote Access [What needs to be typed in; troubleshooting tips, relevant links to library web pages] </li></ul><ul><li>Tech Assistance [When FAQs and instructions on the web site aren’t adequate, here’s who to call for various tech issues] </li></ul>
    14. 14. New Policy Page fields <ul><li>Assignments (popular/recurring) </li></ul><ul><li>Tutoring/Homework Assistance </li></ul><ul><li>Library Cards is now Library Card Policies </li></ul><ul><li>Access Policies and Reciprocal Arrangements </li></ul><ul><li>Loan Periods is now Loan Periods/Returns </li></ul><ul><li>Meeting Rooms </li></ul><ul><li>Summer Reading programs/lists </li></ul>
    15. 15. Policy Pages <ul><li>View/Hide Option No Longer Available in Policy Pages </li></ul><ul><li>All edits to active policy pages will be immediately viewable to a chatting librarian helping one of your patrons. </li></ul>
    16. 16. Library Name included in E-mail Sent from Policy Pages (to assist group admins)
    17. 17. Qwidget Roll Up program <ul><li>Participants: AP of at least 75% (determined by Queue) </li></ul><ul><li>75% baseline must be maintained (weekly check) </li></ul><ul><ul><li>3 week grace period </li></ul></ul><ul><li>Based on 2010 average AP, notices will be sent to those eligible </li></ul><ul><li>Participation is optional </li></ul>
    18. 18. Qwidget Pilot next steps <ul><li>AP on weekly basis: volatile in some </li></ul><ul><li>Some leeway with “3 week” rule </li></ul><ul><li>Process re Qwidget roll up going forward </li></ul><ul><ul><li>All queues with AP of at least 75% are eligible for roll up </li></ul></ul><ul><ul><li>Announcement and call to apply </li></ul></ul><ul><ul><li>Weekly monitoring </li></ul></ul>
    19. 19. QuestionPoint Survey <ul><li>Total respondents: 773 </li></ul><ul><ul><li>647 completed Question 5 (prioritization) </li></ul></ul><ul><li>Countries: 22, with 22% non-U.S. </li></ul><ul><li>Length of time using QuestionPoint </li></ul><ul><ul><li>54% have used 2-5 years </li></ul></ul><ul><ul><li>27% more than 5 years </li></ul></ul><ul><ul><li>20% one year or less </li></ul></ul>
    20. 20. QuestionPoint feature usage
    21. 21. More survey results: Helping set our priorities <ul><li>Search transcripts </li></ul><ul><li>Chat wait messages: additional and custom </li></ul><ul><li>Mobile devices: optimize web forms and chat forms </li></ul>
    22. 22. 24/7 Coop: Quality 52.1% 16% 26.6% 1.7% .8% 62.5% 19.6% 15.9% .2% 4.5%
    23. 23. Major concerns from survey <ul><li>Yours </li></ul><ul><ul><li>Chat response time / performance / stability </li></ul></ul><ul><ul><li>Co-browse </li></ul></ul><ul><ul><li>Reporting </li></ul></ul><ul><ul><li>Policy pages not kept up to date </li></ul></ul><ul><li>Ours </li></ul><ul><ul><li>Better distribution of information about new features and upgrades </li></ul></ul><ul><ul><li>Meeting your current needs while anticipating the needs of the future reference library </li></ul></ul>
    24. 24. 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
    25. 25. What’s Next <ul><li>Search Transcripts: late spring 2011 </li></ul><ul><li>Options for linking to your patron privacy policies </li></ul>
    26. 26. Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org
    27. 27. Discussion Topics <ul><li>centralized training </li></ul><ul><li>Integrating questions answered into QP’s live chat and reports </li></ul><ul><li>National Virtual Reference Service (US) </li></ul><ul><li>Assessment: using QP as an assessment tool; other metrics/tools needed? </li></ul><ul><li>Texting: notification of new text message (for TAL integration) </li></ul><ul><li>Qwidget roll up pilot </li></ul>
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