QuestionPoint ALA 2008 User Group Presentation

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ALA Annual (2008) QuestionPoint User Group Meeting …

ALA Annual (2008) QuestionPoint User Group Meeting
Sunday, June 29, 2008, 1:30 - 3:30 pm
Embassy Suites South, Landmark Ballroom Salon C

Hear the latest QuestionPoint news and join colleagues to share your experiences with QuestionPoint and the 24/7 Reference Cooperative.

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  • 1. QuestionPoint Update ALA 2008 User Group
  • 2. Agenda
    • Introductions
    • QuestionPoint Service enhancements
    • 24/7 Reference Cooperative Update
    • Questions
    • Discussion
  • 3. QuestionPoint User Group Meeting Service Update
  • 4. Recent Service enhancements
      • Queue Management
      • Widget/Qwidget
      • New patron chat interface
      • Form Management
      • SPAM Protection and CAPTCHA
      • Reports
  • 5. 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
  • 6. 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
  • 7. Qwidget Preview
    • Available for three months (released in March 2008)
    • Very enthusiastic feedback from the membership
    • Three updates
    • Keep the thoughts coming in
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  • 20. 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?”
  • 21.  
  • 22.  
  • 23. Chat Transcripts Emails Qwidgets All distinguishable
  • 24. Administration | Forms Practice Chat modifications Spam Filtering & CAPTCHA Forms Manager Group Branding/Patron Interface
  • 25.  
  • 26. CAPTCHA Revisions
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  • 32. 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
  • 33.  
  • 34. BME View
  • 35. Report on Institutions
  • 36. Report of Sessions – Still Links to Transcripts
  • 37.  
  • 38. Qwidget Statistics Available
  • 39. 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
  • 40. 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
  • 41. 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
  • 42. Questions and Discussion