QP Virtual User Group February 2010

Susan McGlamery
Paula Rumbaugh
Carol Bonnefil
QuestionPoint Virtual User Group

Agenda
QuestionPoint platform update
QuestionPoint community update
Discussion topics:
Next steps for the QuestionPoint software: tell us what you think!
What are the top quality issues you see with cooperative reference services, such as the 24/7 Reference Cooperative?

QuestionPoint platform update
Knowledge Base Web Service
Integrate your local or the Global Knowledge Base into your library’s metasearch engine.
Post and limit searches by any of the parameters available on the QP Advanced Search page
Search results can be rendered in xml, html, text, or json
Retrieve specific records to build a FAQ page on your website
For details on how to implement, contact leslied@oclc.org. Please provide him with an IT contact person at your institution.

Qwidget, the QuestionPoint Chat Widget

Qwidgets can go (practically) anywhere!
On your library webpage
Search results in the catalog page
Banner of the website
Inside Facebook
In WorldCat Local
On phones with iPhone O/S, Palm devices and Android devices
Design your own Qwidget with customized size/color, or use our standard template in the Forms Manager

Qwidget in Facebook
Libraries can create a Qwidget Application on their “Fan” pages.

Qwidget on Library’s Facebook page
The Qwidget can be used from the library’s own page, and…

Library’s Qwidget on your own Facebook page
Thereafter, it can be bookmarked to appear on the patron’s own list of bookmarked Applications, so that they can access it from whatever FB page they happen to be on….

Qwidget in WorldCat Local

Mobile Webkit Qwidget
User goes to library’s web page using a compatible mobile device. (ex: iPhone/iTouch, Android, Palm Pre.)
The Qwidget is replaced by a button inviting user to click to launch optimized Qwidget

Starting a chat on a mobile Qwidget
At this point, the Qwidget will open full screen on the mobile device. The user taps the screen in the Question field and a keyboard appears, allowing them to type and send.

Qwidget chat in progress
If links from the chat are clicked, they will open a new page, and the patron can navigate between the Qwidget and the pages clicked.

Ending a Qwidget Session
At the conclusion of the session, the same options and links are available.

Bookmarking the Mobile Qwidget
Available in some mobile devices (e.g. iPhone/iTouch)
Bookmarked webpages emulates the appearance of an app on user’s home screen (it is not a downloaded app, it is a quick link)
Multiple Qwidgets can co-exist on user’s Home Screen, as each icon is a link to a particular library’s Qwidget.

Text a Librarian collaboration
Interoperability: Manage interactions with users inside QP, while Text a Librarian handles texting communications
Requires subscription to both QP and TAL
Discounts for libraries that subscribe to both (offer expires 31 July 2010)
For pricing information and coordination between the two services, contact Lauri McIntosh, mcintosl@oclc.org

TAL Proposed workflow
User texts a question to library
Text goes via phone carrier to TAL
TAL sends the text to QP
Text appears in QP’s Ask module within seconds.

Proposed workflow
Librarians access texts in Ask, respond in Ask
Text Answer screen contains a character counter, & “Tiny URL” resolver
Send Answer transmits to TAL, which sends response via text to user

Questions? Comments?

The QP Community
2200+ libraries in 30 countries
5,000,000th question answered in Nov 2009
University of Queensland, St Lucia Australia
“The text Sports Coaching Cultures: From Practice to Theory by Jones, Armour, and Protrac is no longer available as an e-book. . . . Does the library intend to re-new its subscription?”
VR librarian referred the Q to Electronic Resources staff
Over 22,000 records in the Global Knowledge Base

24/7 Reference Cooperative News
Qwidget Roll Up pilot
Only libraries/groups with AP of over 75%
Phased roll in, beginning mid February
6 month pilot
Roll up ends for any group falling below 75% AP
Evaluation:
Usage data
Impact on wait time, quality, staffing
More details will be sent to initial pilot participants

2009: the Year in Quality (828)
Policy Page not checked (243)
Incorrect Resolution Code (163)
Insufficient reference conversation (111)
COMPLIMENTS! (100)
Tone/Phrasing
Ended Abruptly
Sources
No searching
Search strategy
Contact library/Follow Up

Keep up to date with QuestionPoint!
QuestionPoint blog
http://questionpoint.blogs.com
QuestionPoint wiki
http://wiki.questionpoint.org

Questions? Comments?

Discussion Topic #1
Next steps for the QuestionPoint software: tell us what you think!

Discussion Topic #2
What are the top quality issues you see with cooperative reference services, such as the 24/7 Reference Cooperative?

Contacts
QuestionPoint Product Manager & 24/7 Cooperative Manager:
Susan McGlamery, mcglames@oclc.org
SME for Reports, KB, Text a Librarian:
Paula Rumbaugh, rumbaugp@oclc.org
SME for Qwidget, forms, Chat:
Carol Bonnefil, bonnefic@oclc.org,
SME for Custom Qwidget skins, Qwidget for Facebook, KB web service :
David Leslie, leslied@oclc.org

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QP Virtual User Group February 2010

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