QuestionPoint Clinic Quick Tips Christine Jones & Susan McGlamery OCLC Birmingham 20th May 2009

Agenda Handling Multiple Patrons Referring Questions to a Colleague / Expert The Knowledge Base Patron Accounts Reports Any other Hot Topics?

Handling Multiple Patrons

Referring Questions to a Colleague / Expert

The Knowledge Base

Patron Accounts

Reports

Any other Hot Topics?

Handling Multiple Patrons Focus on: Customer service, managing expectations Reference Conversation then share a resource, ask for feedback Note patron status: are they still connected? Let patrons know you are helping someone else – offer patron choices Stalling: can you tell me where you’ve already looked? Have you checked the library’s databases? Don’t handle more than 3 patrons at a time During busy times, IM colleagues for extra help

Focus on: Customer service, managing expectations

Reference Conversation then share a resource, ask for feedback

Note patron status: are they still connected?

Let patrons know you are helping someone else – offer patron choices

Stalling: can you tell me where you’ve already looked? Have you checked the library’s databases? Don’t handle more than 3 patrons at a time

During busy times, IM colleagues for extra help

Referring Questions Chat Followup – meaningful answer versus instant answer Transfer to another librarian Email Assigning Questions My Addresses – local experts Refer to Subscription partner if appropriate

Chat

Followup – meaningful answer versus instant answer

Transfer to another librarian

Email

Assigning Questions

My Addresses – local experts

Refer to Subscription partner if appropriate

The Knowledge Base (KB) Sophisticated ‘basic’ searching Tag KB Records so that they more searchable Submit multiple records to the KB simultaneously The Update Required function keeps KB current Make your KB accessible to your patron

Sophisticated ‘basic’ searching

Tag KB Records so that they more searchable

Submit multiple records to the KB simultaneously

The Update Required function keeps KB current

Make your KB accessible to your patron

Patron Accounts Allows Patrons to monitor questions from one place Administration – Settings – Custom Messages Account details sent with first question placed by default www.questionpoint.org – Patron Accounts link

Allows Patrons to monitor questions from one place

Administration – Settings – Custom Messages

Account details sent with first question placed by default

www.questionpoint.org – Patron Accounts link

Reports For a quick overview of user and librarian activity: Institution Report (US ET) Daily or Monthly Email, Chat, and other activity US Eastern Time Statistics only (just numbers) Copy into Excel

For a quick overview of user and librarian activity:

Institution Report (US ET)

Daily or Monthly

Email, Chat, and other activity

US Eastern Time

Statistics only (just numbers)

Copy into Excel

Reports Count of Current Data (most recent 90 days, in local time ) Links to transcripts User info (repeat users?) Descriptive and Resolution codes Reports on Form Fields (ie Referrer URL) Older than 90 days: offline reports Review transcripts: Ask>>ReviewTranscripts>>General (most recent 90 days) Review Form Fields: Ask>>ReviewTranscripts>>Form Fields

Count of Current Data (most recent 90 days, in local time )

Links to transcripts

User info (repeat users?)

Descriptive and Resolution codes

Reports on Form Fields (ie Referrer URL)

Older than 90 days: offline reports

Review transcripts: Ask>>ReviewTranscripts>>General (most recent 90 days)

Review Form Fields: Ask>>ReviewTranscripts>>Form Fields

Questions? Any other training issues?

Questions?

Any other training issues?

Contact Details Training & Implementation – Christine Jones Email: [email_address] Telephone: 0114 281 6445 UK Support Desk Email: support- [email_address] Telephone: 0114 281 6042 Director, QuestionPoint Programs - Susan McGlamery Email:susan.mcglamery@oclc.org

Training & Implementation – Christine Jones

Email: [email_address]

Telephone: 0114 281 6445

UK Support Desk

Email: support- [email_address]

Telephone: 0114 281 6042

Director, QuestionPoint Programs - Susan McGlamery

Email:susan.mcglamery@oclc.org