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

Transcript

  • 1. ALA Annual June 2010 Washington DC QuestionPoint Update
  • 2. Agenda
    • Welcome
      • Nancy Huling, Laura Gottesman
    • Introductions
    • QuestionPoint and 24/7 Reference Cooperative Update
      • Susan McGlamery, OCLC QuestionPoint
    • Discussion Topics: what’s on your mind?
    • Selection of topics
    • Small group discussion at tables
    • Report back to group
  • 3. QuestionPoint Community
    • 30 Countries, most recently: British Library, Peru, Serbia
    • Over 2,000 libraries
    • More than 1,500 in Coop (411 in Academic Coop)
    • 20,000+ records in GKB, in 11 languages
  • 4. Many channels, one reference service…
  • 5. New in June 2010
    • Typing Indicator
    • Appears in both Librarian and Patron side
    • In “standard chat” form as well as Qwidget
    • Qwidget:
    • Patron email appears in Info tab if email is REQUIRED
    • Customized Descriptive Codes
  • 6. Find tab: Admin >> Settings >> Descriptive Codes
  • 7. Build Custom List of Codes
  • 8. Choosing old codes or entering new ones
  • 9. After initial build, can sort
  • 10. Sorting Page
  • 11. No substantive changes to code assignment
  • 12. Reports keep older codes until 90-day roll-over
  • 13. 24/7 Reference Cooperative
  • 14. Answering Percentage
  • 15. Average Coop Wait Time, seconds
  • 16. Qwidget Roll Up pilot
    • Participants: AP over 75% (determined by Queue)
    • Analysis
      • Look at stats before and during Qwidget roll up to gauge impact on Coop
    • Timeline
      • 6 month duration
      • Start date: February 22
  • 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. 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. 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. 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. 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. 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
  • 23. What’s next?
    • Queue Roll up
    • Qwidget Roll up
    • Take the QuestionPoint survey and tell us what you think!
  • 24. Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org
  • 25. Discussion Topics