QuestionPoint user group June 2010

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  • Libraries all over the world use QuestionPoint to reach out to users and manage reference more effectively.
  • QuestionPoint user group June 2010

    1. 1. ALA Annual June 2010 Washington DC QuestionPoint Update
    2. 2. Agenda <ul><li>Welcome </li></ul><ul><ul><li>Nancy Huling, Laura Gottesman </li></ul></ul><ul><li>Introductions </li></ul><ul><li>QuestionPoint and 24/7 Reference Cooperative Update </li></ul><ul><ul><li>Susan McGlamery, OCLC QuestionPoint </li></ul></ul><ul><li>Discussion Topics: what’s on your mind? </li></ul><ul><li>Selection of topics </li></ul><ul><li>Small group discussion at tables </li></ul><ul><li>Report back to group </li></ul>
    3. 3. QuestionPoint Community <ul><li>30 Countries, most recently: British Library, Peru, Serbia </li></ul><ul><li>Over 2,000 libraries </li></ul><ul><li>More than 1,500 in Coop (411 in Academic Coop) </li></ul><ul><li>20,000+ records in GKB, in 11 languages </li></ul>
    4. 4. Many channels, one reference service…
    5. 5. New in June 2010 <ul><li>Typing Indicator </li></ul><ul><li>Appears in both Librarian and Patron side </li></ul><ul><li>In “standard chat” form as well as Qwidget </li></ul><ul><li>Qwidget: </li></ul><ul><li>Patron email appears in Info tab if email is REQUIRED </li></ul><ul><li>Customized Descriptive Codes </li></ul>
    6. 6. Find tab: Admin >> Settings >> Descriptive Codes
    7. 7. Build Custom List of Codes
    8. 8. Choosing old codes or entering new ones
    9. 9. After initial build, can sort
    10. 10. Sorting Page
    11. 11. No substantive changes to code assignment
    12. 12. Reports keep older codes until 90-day roll-over
    13. 13. 24/7 Reference Cooperative
    14. 14. Answering Percentage
    15. 15. Average Coop Wait Time, seconds
    16. 16. Qwidget Roll Up pilot <ul><li>Participants: AP over 75% (determined by Queue) </li></ul><ul><li>Analysis </li></ul><ul><ul><li>Look at stats before and during Qwidget roll up to gauge impact on Coop </li></ul></ul><ul><li>Timeline </li></ul><ul><ul><li>6 month duration </li></ul></ul><ul><ul><li>Start date: February 22 </li></ul></ul>
    17. 17. Server Response Time Week before Pilot 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 Avg 0.067 0.067 0.041 0.062 0.054 0.057 Peak 0.246 0.261 0.151 0.200 0.234 0.158
    18. 18. Coop wait time (seconds) 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Public 82 83 85 63 84 75 82 84 78 87 Acad 72 69 74 47 72 63 71 75 71 74 5/2 5/9 5/16 5/23 5/30 6/6 Public 83 78 76 75 67 69 Acad 70 60 63 52 63 59
    19. 19. Pilot libraries’ AP (in %) 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Pilot Ls 88% 82% 87% 76% 83% 88% 76% 5/2 5/9 5/16 5/23 5/30 6/6 Pilot Ls 81% 93% 109% 88% 99%
    20. 20. Qwidget answering: Coop and Backup (#s) Week 1 2/22 Week 2 3/1 Week 3 3/8 Week 4 3/15 Week 5 3/22 Week 6 3/29 Week 7 4/5 Week 8 4/12 Week 9 4/19 Week 10 4/26 Coop 27 159 396 386 456 420 460 421 545 601 BU 6 57 122 96 122 87 131 156 176 167 Aban 3 33 35 40 71 45 54 44 63 34 % C 75% 64% 72% 74% 70% 76% 71% 68% 70% 75% %B 17% 23% 22% 18% 19% 16% 20% 25% 22% 21% %A 8% 13% 6% 8% 11% 8% 8% 7% 8% 4%
    21. 21. Qwidget answering: Coop and Backup (#s) Week 11 5/2 Week 12 5/9 Week 13 5/16 Week 14 5/23 Week 15 5/30 Week 16 6/6 Week 17 Week 18 Week 19 Week 20 Coop 519 419 165 162 135 90 BU 184 108 59 30 49 41 Aban 25 34 12 13 16 14 % C 71% 75% 70% 79% 68% 62% %B 25% 19% 25% 15% 25% 28% %A 3% 6% 5% 6% 8% 10%
    22. 22. 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>
    23. 23. What’s next? <ul><li>Queue Roll up </li></ul><ul><li>Qwidget Roll up </li></ul><ul><li>Take the QuestionPoint survey and tell us what you think! </li></ul>
    24. 24. Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org
    25. 25. Discussion Topics

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