QuestionPoint Update ALA 2008 User Group

Agenda Introductions QuestionPoint Service enhancements 24/7 Reference Cooperative Update Questions Discussion

Introductions

QuestionPoint Service enhancements

24/7 Reference Cooperative Update

Questions

Discussion

QuestionPoint User Group Meeting Service Update

Recent Service enhancements Queue Management Widget/Qwidget New patron chat interface Form Management SPAM Protection and CAPTCHA Reports

Queue Management

Widget/Qwidget

New patron chat interface

Form Management

SPAM Protection and CAPTCHA

Reports

Queue Management For 40 seconds, Patron appears only to Librarians monitoring that queue as their Primary Queue After 40 seconds, Patron appears to all other BMEs, 24/7 Coop and Back Up staff The asterisk will not appear next to patron’s name in the chat interface Whenever a patron appears in your chat monitor, pick the patron up as quickly as possible

For 40 seconds, Patron appears only to Librarians monitoring that queue as their Primary Queue

After 40 seconds, Patron appears to all other BMEs, 24/7 Coop and Back Up staff

The asterisk will not appear next to patron’s name in the chat interface

Whenever a patron appears in your chat monitor, pick the patron up as quickly as possible

Now Available Ability to add Queues to a Base Management Environment Chat specific and managed at the BME level Why would I want additional queues? Libraries can monitor questions only from own patrons at times different from the times they monitor for group. In cooperative group, a library could see its own patrons for 40 seconds before the group sees them. Groups of libraries could establish subject based queues where librarians from various libraries could work together. Qwidget only queues Subject specific Qwidget queues

Chat specific and managed at the BME level

Why would I want additional queues?

Libraries can monitor questions only from own patrons at times different from the times they monitor for group.

In cooperative group, a library could see its own patrons for 40 seconds before the group sees them.

Groups of libraries could establish subject based queues where librarians from various libraries could work together.

Qwidget only queues

Subject specific Qwidget queues

Qwidget Preview Available for three months (released in March 2008) Very enthusiastic feedback from the membership Three updates Keep the thoughts coming in

Available for three months (released in March 2008)

Very enthusiastic feedback from the membership

Three updates

Keep the thoughts coming in

Qwidget Preview Major topics areas of feedback: Flow/Interface Coverage capabilities More places (MySpace, Facebook, etc.) More options, colors, etc. “ Managing” multiple Qwidgets Instructions/Help “ Who is using the Qwidget?”

Major topics areas of feedback:

Flow/Interface

Coverage capabilities

More places (MySpace, Facebook, etc.)

More options, colors, etc.

“ Managing” multiple Qwidgets

Instructions/Help

“ Who is using the Qwidget?”

Chat Transcripts Emails Qwidgets All distinguishable

Administration | Forms Practice Chat modifications Spam Filtering & CAPTCHA Forms Manager Group Branding/Patron Interface

CAPTCHA Revisions

Creation of a single Reports area - All Reports Viewable by Role Home Module Reports tab Ask Module Reports tab Admin Module Institution tab Reports tab Admin Module Coop Groups tab Reports tab Admin Module Virtual Group tab Reports tab Home Module Reports tab Views: Librarian | Institution | Coop Groups | Virtual Group Select Report > Enter Criteria > View Report New Current

BME View

Report on Institutions

Report of Sessions – Still Links to Transcripts

Qwidget Statistics Available

Upcoming Developments HTML Chat Monitor Retirement Form Management Phase 3 Chat Forms Managed at the BME and Queue Level Search of Questions/Answers Check the Blog and Viewlets for more current info and detailed descriptions

HTML Chat Monitor Retirement

Form Management Phase 3

Chat Forms

Managed at the BME and Queue Level

Search of Questions/Answers

Check the Blog and Viewlets for more current info and detailed descriptions

24/7 Reference Cooperative Update New Cooperative members: Enquire (UK) public libraries 86 libraries in England and Scotland 850+ librarians SPAM issues Monitoring early morning ET plus some Saturdays - New York Public Library

New Cooperative members:

Enquire (UK) public libraries

86 libraries in England and Scotland

850+ librarians

SPAM issues

Monitoring early morning ET plus some Saturdays

- New York Public Library

24/7 Reference Cooperative Update Best Practices and 24/7 Policies Accessible via My QuestionPoint and QuestionPoint.org Quality Review process See 24/7 Policies Send to Quality whenever in doubt QP Blog: Quality Tips Questions/comments re policies

Best Practices and 24/7 Policies

Accessible via My QuestionPoint and QuestionPoint.org

Quality Review process

See 24/7 Policies

Send to Quality whenever in doubt

QP Blog: Quality Tips

Questions/comments re policies

Questions and Discussion