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Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
Question Point Clinic 200509
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Question Point Clinic 200509

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  • Transcript

    • 1. QuestionPoint Clinic Quick Tips Christine Jones & Susan McGlamery OCLC Birmingham 20th May 2009
    • 2. Agenda
      • Handling Multiple Patrons
      • Referring Questions to a Colleague / Expert
      • The Knowledge Base
      • Patron Accounts
      • Reports
      • Any other Hot Topics?
    • 3. 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
    • 4. 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
    • 5. 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
    • 6. 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
    • 7. 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
    • 8. 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
    • 9.
        • Questions?
        • Any other training issues?
    • 10. 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

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