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2009 Spring User Group C B Final Final


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2009 Spring User Group C B Final Final

  1. 1. QuestionPoint Virtual User Group Meeting April 2009 14, 15, 16 APRIL 2009 Susan McGlamery [email_address] QuestionPoint Global Product Manager Paula Rumbaugh [email_address] QuestionPoint Product Manager Carol Bonnefil [email_address] QuestionPoint Product Manager
  2. 2. Agenda <ul><li>Introductions </li></ul><ul><li>QuestionPoint Update </li></ul><ul><ul><li>Community </li></ul></ul><ul><ul><li>Software </li></ul></ul><ul><li>Did you know? </li></ul><ul><li>24/7 Cooperative Update </li></ul>
  3. 3. Community Update <ul><li>24 Countries, most recently: Spain, Italy, UAE, Puerto Rico, Peru, Brazil. </li></ul><ul><li>Over 2,300 libraries </li></ul><ul><li>More than 1,500 in 24/7 Coop (400+ in Academic Coop) </li></ul><ul><li>20,000+ records in GKB, in 11 languages </li></ul>
  4. 4. For News and Communication QuestionPoint blog http:// QuestionPoint wiki http://
  5. 5. Communication: QP blog, wiki and listserv
  6. 6. User Group Meetings <ul><li>Events listed in QP wiki: </li></ul><ul><li>Calendar at http:// and </li></ul><ul><li>Announcement at http:// </li></ul><ul><li>Notes posted in wiki and QP blog: </li></ul><ul><li>Virtual User Group Meetings </li></ul><ul><li>Quarterly </li></ul><ul><li>Theme oriented: based on user submitted requests/questions </li></ul><ul><li> </li></ul>
  7. 7. QuestionPoint Application development <ul><li>Goal: </li></ul><ul><li>Assist in promoting your service to increase usage </li></ul><ul><ul><ul><li>Current Software updates </li></ul></ul></ul><ul><ul><ul><li>Upcoming enhancements </li></ul></ul></ul>
  8. 8. A Year of Features, Fixes, and Fine Tuning <ul><li>Major installs of past year: 2 March and 23 November 2008 </li></ul><ul><li>Release notes published on blog at </li></ul><ul><ul><li>New chat look and feel and fine tuning </li></ul></ul><ul><ul><li>Secure connection through https:// </li></ul></ul><ul><ul><li>Reports simplification </li></ul></ul><ul><ul><li>Qwidget </li></ul></ul><ul><ul><li>Forms Manager </li></ul></ul>
  9. 10. Qwidget
  10. 11. Qwidget Usage <ul><li>Among 24/7 Cooperative Academics </li></ul><ul><li>February 2008 – 8,336 chat sessions </li></ul><ul><li>February 2009 – 10,896 chat sessions + 3,144 Qwidget </li></ul><ul><li>Last six months – Qwidget sessions = 18% of total chat </li></ul><ul><li>February 2009 – Qwidget sessions = 22% of total chat </li></ul>
  11. 12. Qwidget Usage Examples <ul><li>San Jose PL First Quarter 2008 - 215 chat sessions First Quarter 2009 - 122 chat sessions, 590 Qwidget sessions Univ. of Washington First Quarter 2008 - 1434 chat sessions First Quarter 2009 - 1620 chat sessions, 1583 Qwidget sessions Univ. of Birmingham (U.K.) </li></ul><ul><li>First Quarter 2008 - 116 chat First Quarter 2009 - 24 chat sessions, 1991 Qwidget sessions </li></ul>
  12. 13. Forms Manager: Chat Forms
  13. 14. Forms Manager: Email Forms
  14. 15. Chat with Viewport
  15. 16. Chat only
  16. 17. Forms Manager: Spanish
  17. 18. Future Features <ul><li>Embeddable Qwidgets and forms </li></ul><ul><li>Forms optimized for mobile access </li></ul><ul><li>Facebook links </li></ul><ul><li>Texting access </li></ul><ul><li>Mobile Apps </li></ul><ul><li>Full-text searching of current and archived Q&As </li></ul>
  18. 19. <ul><li>Did you know? </li></ul>
  19. 20. Link from
  20. 22. Referral Options
  21. 23. Patron Access to Knowledge Bases Instructions for adding a KB Search box are at
  22. 24. Send Message to Librarian
  23. 25. To Learn More… <ul><li>Trainings and Tutorials: </li></ul><ul><li>Documentation and Implementation assistance: </li></ul><ul><li>Community resources: </li></ul><ul><ul><ul><li> </li></ul></ul></ul>
  24. 26. <ul><li>Questions? </li></ul><ul><li>24/7 Cooperative Update </li></ul>
  25. 27. 24/7 Reference Cooperative Update <ul><li>New to the Cooperative </li></ul><ul><ul><li>Brooklyn PL (joins NYPL and Queens PL) </li></ul></ul><ul><ul><li>Enquire (U.K. public libraries) </li></ul></ul><ul><ul><li>University of California group </li></ul></ul><ul><li>Spanish language chat cooperative Pilot! </li></ul><ul><ul><li>120 hours of coverage (varies) </li></ul></ul><ul><ul><ul><li>7 AM to 10 PM ET Monday – Friday </li></ul></ul></ul><ul><ul><ul><li>1 PM to 4 PM ET Sat </li></ul></ul></ul><ul><ul><ul><li>10 AM to midnight ET Sunday </li></ul></ul></ul><ul><ul><li>Contribute 4 hours per week of Spanish chat coverage to get access to the Spanish service </li></ul></ul>
  26. 28. Coop statistics, 2009
  27. 29. Average Wait times
  28. 30. Cooperative Resources <ul><li>24/7 Policies: </li></ul><ul><li>24/7 Best Practices: </li></ul><ul><li> </li></ul><ul><li>Questions about the Cooperative? </li></ul><ul><li>Susan McGlamery, [email_address] </li></ul>
  29. 31. <ul><li>Questions? </li></ul>
  30. 32. Susan McGlamery, [email_address] QuestionPoint Global Product Manager Paula Rumbaugh, [email_address] QuestionPoint Product Manager Carol Bonnefil, [email_address] QuestionPoint Product Manager