QuestionPoint User Group UK Higher Education May 2009 20 May 2009 Susan McGlamery [email_address] QuestionPoint Global Product Manager

Agenda Introductions QuestionPoint Community Update Software Update Qwidget: what it is and how libraries are using it What’s next? Questions/Discussion

Introductions

QuestionPoint Community Update

Software Update

Qwidget: what it is and how libraries are using it

What’s next?

Questions/Discussion

Community Update 24 Countries, most recently: Spain, Italy, UAE, Puerto Rico, Peru, Brazil. Over 2,300 libraries More than 1,500 in 24/7 Coop (400+ in Academic Coop) 20,000+ records in GKB, in 11 languages

24 Countries, most recently: Spain, Italy, UAE, Puerto Rico, Peru, Brazil.

Over 2,300 libraries

More than 1,500 in 24/7 Coop (400+ in Academic Coop)

20,000+ records in GKB, in 11 languages

For News and Communication QuestionPoint blog http:// questionpoint.blogs.com QuestionPoint wiki http:// wiki.questionpoint.org

Communication: QP blog, wiki and listserv

User Group Meetings Events listed in QP wiki: Calendar at http:// wiki.questionpoint.org/Coming+Events and Announcement at http:// wiki.questionpoint.org/Community+Events Notes posted in wiki and QP blog: http://questionpoint.blogs.com/questionpoint_247_referen/user_group/ Virtual User Group Meetings Quarterly Theme oriented: based on user submitted requests/questions https://www3.oclc.org/app/questionpoint/usercouncil/

Events listed in QP wiki:

Calendar at http:// wiki.questionpoint.org/Coming+Events and

Announcement at http:// wiki.questionpoint.org/Community+Events

Notes posted in wiki and QP blog: http://questionpoint.blogs.com/questionpoint_247_referen/user_group/

Virtual User Group Meetings

Quarterly

Theme oriented: based on user submitted requests/questions

https://www3.oclc.org/app/questionpoint/usercouncil/

QuestionPoint Software development Goals: Raising the visibility of the library Assist the library in managing reference interactions Current Software updates Upcoming enhancements

Goals:

Raising the visibility of the library

Assist the library in managing reference interactions

Current Software updates

Upcoming enhancements

A Year of Features, Fixes, and Fine Tuning Major installs of past year: 2 March and 23 November 2008 Release notes published on blog at http://questionpoint.blogs.com/questionpoint_247_referen/release-notes/ New chat look and feel and fine tuning ( Clock, Font size, Alerts, Resizing of frames, Drawers, IM in tab not link) Instant Messaging Now a tab rather than a link, Transfer message retained Secure connection through https:// Reports simplification Qwidget Forms Manager

Major installs of past year: 2 March and 23 November 2008

Release notes published on blog at http://questionpoint.blogs.com/questionpoint_247_referen/release-notes/

New chat look and feel and fine tuning ( Clock, Font size, Alerts, Resizing of frames, Drawers, IM in tab not link)

Instant Messaging

Now a tab rather than a link, Transfer message retained

Secure connection through https://

Reports simplification

Qwidget

Forms Manager

Reports

Qwidget

Qwidget Usage Among 24/7 Cooperative Academics April 2009 – 8,176 chat sessions April 2009 – 14,400 chat sessions/ 3,249 Qwidget (22.56% of the academic sessions were Qwidget)

Among 24/7 Cooperative Academics

April 2009 – 8,176 chat sessions

April 2009 – 14,400 chat sessions/ 3,249 Qwidget

(22.56% of the academic sessions were Qwidget)

Qwidget Usage Examples Univ. of Washington First Quarter 2008 - 1434 chat sessions First Quarter 2009 - 1620 chat sessions, 1583 Qwidget sessions Univ. of Birmingham (U.K.) First Quarter 2008 - 116 chat First Quarter 2009 – 2015 chat (24 chat, 1991 Qwidget) Univ. of Wolverhampton (U.K.) First Quarter 2008 - 331 chat First Quarter 2009 – 647 chats (455 chats, 192 Qwidget)

Univ. of Washington First Quarter 2008 - 1434 chat sessions First Quarter 2009 - 1620 chat sessions, 1583 Qwidget sessions Univ. of Birmingham (U.K.)

First Quarter 2008 - 116 chat First Quarter 2009 – 2015 chat (24 chat, 1991 Qwidget)

Univ. of Wolverhampton (U.K.)

First Quarter 2008 - 331 chat First Quarter 2009 – 647 chats (455 chats, 192 Qwidget)

Adding the Qwidget http://www.oclc.org/services/brochures/213410usf_questionpoint_qwidget.pdf Qwidget Tips: http://wiki.questionpoint.org/Qwidget+Tips

http://www.oclc.org/services/brochures/213410usf_questionpoint_qwidget.pdf

Qwidget Tips:

http://wiki.questionpoint.org/Qwidget+Tips

Forms Manager On demand, menu-driven set-up of chat and email forms Chat forms: at BME level Includes standard chat, lightweight chat and Qwidget set up Email forms at institution level SPAM protection Chat and email forms hosted by OCLC Multiple languages available

On demand, menu-driven set-up of chat and email forms

Chat forms:

at BME level

Includes standard chat, lightweight chat and Qwidget set up

Email forms

at institution level

SPAM protection

Chat and email forms hosted by OCLC

Multiple languages available

Forms Manager: Chat Forms

Forms Manager: Email Forms

Chat with Viewport

Chat only

Forms Manager: Spanish

Future Features Next evolution Qwidget Forms optimized for mobile access Facebook links Texting access Mobile Apps Full-text searching of current and archived Q&As

Next evolution Qwidget

Forms optimized for mobile access

Facebook links

Texting access

Mobile Apps

Full-text searching of current and archived Q&As

To Learn More… Trainings and Tutorials: http://www.questionpoint.org/education/index.html Documentation and Implementation assistance: http://www.questionpoint.org/support/index.html Community resources: http://wiki.questionpoint.org

Trainings and Tutorials: http://www.questionpoint.org/education/index.html

Documentation and Implementation assistance: http://www.questionpoint.org/support/index.html

Community resources:

http://wiki.questionpoint.org

24/7 Reference Cooperative Update New to the Cooperative Brooklyn PL (joins NYPL and Queens PL) Enquire (U.K. public libraries) University of California group Spanish language chat cooperative Pilot! 120 hours of coverage (varies) 7 AM to 10 PM ET Monday – Friday 1 PM to 4 PM ET Sat 10 AM to midnight ET Sunday Contribute 4 hours per week of Spanish chat coverage to get access to the Spanish service

New to the Cooperative

Brooklyn PL (joins NYPL and Queens PL)

Enquire (U.K. public libraries)

University of California group

Spanish language chat cooperative Pilot!

120 hours of coverage (varies)

7 AM to 10 PM ET Monday – Friday

1 PM to 4 PM ET Sat

10 AM to midnight ET Sunday

Contribute 4 hours per week of Spanish chat coverage to get access to the Spanish service

Boston academic libraries Analysis by Time of Day During 2008, 21% of questions were logged between 9:00 p m and 8:00 a m For the first quarter of 2009, 24% of questions were logged between 9:00 p m and 8:00 a m

During 2008, 21% of questions were logged between 9:00 p m and 8:00 a m

For the first quarter of 2009, 24% of questions were logged between 9:00 p m and 8:00 a m

Cooperative Resources 24/7 Policies: http://wiki.questionpoint.org/247-Policies 24/7 Best Practices: http://wiki.questionpoint.org/247-Best-Practices Questions about the Cooperative?

24/7 Policies: http://wiki.questionpoint.org/247-Policies

24/7 Best Practices:

http://wiki.questionpoint.org/247-Best-Practices

Questions about the Cooperative?

Questions?

Questions?

Susan McGlamery, [email_address] QuestionPoint Senior Product Manager