Sessions on <br />February 8 and 9, 2011<br />Virtual User Group <br />Meeting<br />
Agenda<br />Welcome<br />QuestionPoint and 24/7 Reference Cooperative Update<br />Discussion Topics<br />
  QuestionPoint Community<br /><ul><li>32 Countries, most recently:  Colombia, French Polynesia, Martinique
Approx 2,000 libraries
More than 1,300 in   Coop (411 in Academic Coop)
23,500+ records in GKB, in 11 languages</li></ul>See the QP monthly report in the blog!<br />
Many channels, one reference service…<br />
Recent changes:  September - December 2010<br />Chat<br />	Queue Closer<br />	Wait messages<br />Policy Pages<br />Ask Mod...
Queue Roll Up<br />BME level.  Delays of between 40 and 180 seconds<br />
Primary queue no longer automatically monitored<br /><ul><li>Librarian does not have to monitor their “Primary Queue”
Instead, librarians can monitor any queue they have access to
Allows libraries more flexibility in what services are opened or closed when scheduling librarians for chat monitoring</li...
Queue Closing<br />Uncheck queue(s) at end of day and still continue existing chats<br />
Wait messages for chat queues<br /><ul><li>Configured by Group (BME) admin
Separate wait messages can be done for each Queue and for Qwidget
Triggered by elapsed wait time:</li></ul>Initial Message = Upon patron form submission. This is a required message. It can...
Ask Module<br /><ul><li>More attachments: 4; up to 12 MB
 URL minimizer on all Answer pages</li></li></ul><li>Admin module: Account creation defaults<br />Queue "Type" setting def...
Policy Pages:  New Fields!<br />Statewide or Shared Catalog<br />Library Card Number is now Database Access for Coop Libra...
New Policy Page fields<br />Assignments (popular/recurring)<br />Tutoring/Homework Assistance<br />Library Cards is now Li...
Policy Pages<br />View/Hide Option No Longer Available in Policy Pages<br />All edits to active policy pages will be immed...
Library Name included in E-mail Sent from Policy Pages (to assist group admins)<br />
Qwidget Roll Up program<br /><ul><li>Participants: AP of at least 75% (determined by Queue)
75% baseline must be maintained (weekly check)</li></ul>3 week grace period<br /><ul><li>Based on 2010 average AP, notices...
Participation is optional</li></li></ul><li>Qwidget Pilot next steps<br />AP on weekly basis: volatile in some<br />Some l...
QuestionPoint Survey<br /><ul><li>Total respondents: 773</li></ul>647 completed Question 5 (prioritization)<br /><ul><li>C...
Length of time using QuestionPoint</li></ul>54% have used 2-5 years<br />27% more than 5 years<br />20% one year or less<b...
QuestionPoint feature usage<br />
More survey results: Helping set our priorities<br /><ul><li>Search transcripts
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  • As an aid to quick turnaround for a comment or request for correction or update regarding a library’s policy page, the e-mail sent to the contact from the Policy Pages module includes the institution’s name and ID. This will enable group administrators who are the contact for all libraries in the group to quickly determine who needs to be notified to make changes or to make those changes him or herself in the correct library account.
  • These were the top three for Question 5, in which we asked them to rate 16 various features or initiatives. Slide 26 returns to the themes of this slide.
  • Graphical view of satisfaction with quality. We did have lots of suggestions for improving the quality; most focused on more and regular training.
  • From many, many comments received, these concerns have worked their way to the top of the pile.
  • Virtual User Group meeting

    1. 1. Sessions on <br />February 8 and 9, 2011<br />Virtual User Group <br />Meeting<br />
    2. 2. Agenda<br />Welcome<br />QuestionPoint and 24/7 Reference Cooperative Update<br />Discussion Topics<br />
    3. 3. QuestionPoint Community<br /><ul><li>32 Countries, most recently: Colombia, French Polynesia, Martinique
    4. 4. Approx 2,000 libraries
    5. 5. More than 1,300 in Coop (411 in Academic Coop)
    6. 6. 23,500+ records in GKB, in 11 languages</li></ul>See the QP monthly report in the blog!<br />
    7. 7. Many channels, one reference service…<br />
    8. 8. Recent changes: September - December 2010<br />Chat<br /> Queue Closer<br /> Wait messages<br />Policy Pages<br />Ask Module<br />
    9. 9. Queue Roll Up<br />BME level. Delays of between 40 and 180 seconds<br />
    10. 10. Primary queue no longer automatically monitored<br /><ul><li>Librarian does not have to monitor their “Primary Queue”
    11. 11. Instead, librarians can monitor any queue they have access to
    12. 12. Allows libraries more flexibility in what services are opened or closed when scheduling librarians for chat monitoring</li></ul>*24/7 Coop members:  If you don’t monitor your "Primary" Queue, but do choose the 24/7 Coop check box, and your library’s queue is part of the 24/7 Cooperative for monitoring purposes, then you will still receive incoming questions from your own library’s queue.  However, you will not receive the question any sooner than the rest of the cooperative members. In other words whatever 24/7 Coop rollup delay time is set will apply to you.  If you choose neither your Primary, nor the 24/7 Coop, then you will not see questions from your own library’s queue.  <br />
    13. 13. Queue Closing<br />Uncheck queue(s) at end of day and still continue existing chats<br />
    14. 14. Wait messages for chat queues<br /><ul><li>Configured by Group (BME) admin
    15. 15. Separate wait messages can be done for each Queue and for Qwidget
    16. 16. Triggered by elapsed wait time:</li></ul>Initial Message = Upon patron form submission. This is a required message. It cannot be suppressed, but can be customized.<br />First Message sent after 50 seconds of waiting.<br />Second Message sent after 80 seconds of waiting.<br />Third Message sent after 120 seconds of waiting.<br />Fourth (last) Message sent after 190 seconds of waiting.<br /><ul><li>If any message is not included, the subsequent message is not accelerated. It will appear at the designated time interval.</li></li></ul><li>Wait Messages<br />
    17. 17. Ask Module<br /><ul><li>More attachments: 4; up to 12 MB
    18. 18. URL minimizer on all Answer pages</li></li></ul><li>Admin module: Account creation defaults<br />Queue "Type" setting default is "Global" [automatically adds all the correct queues for librarians; "Local" is still available as an option]<br />"Ask a librarian" setting default: "Ask librarian“ [automatically provides new librarian accounts with access to Chat and the Ask modules]<br />
    19. 19. Policy Pages: New Fields!<br />Statewide or Shared Catalog<br />Library Card Number is now Database Access for Coop Librarians (library card, etc)<br />Pin Number is now Guest Login/PIN for Coop librarians<br />Remote Access [What needs to be typed in; troubleshooting tips, relevant links to library web pages]<br />Tech Assistance [When FAQs and instructions on the web site aren’t adequate, here’s who to call for various tech issues]<br />
    20. 20. New Policy Page fields<br />Assignments (popular/recurring)<br />Tutoring/Homework Assistance<br />Library Cards is now Library Card Policies<br />Access Policies and Reciprocal Arrangements<br />Loan Periods is now Loan Periods/Returns<br />Meeting Rooms<br />Summer Reading programs/lists<br />
    21. 21. Policy Pages<br />View/Hide Option No Longer Available in Policy Pages<br />All edits to active policy pages will be immediately viewable to a chatting librarian helping one of your patrons.<br />
    22. 22. Library Name included in E-mail Sent from Policy Pages (to assist group admins)<br />
    23. 23. Qwidget Roll Up program<br /><ul><li>Participants: AP of at least 75% (determined by Queue)
    24. 24. 75% baseline must be maintained (weekly check)</li></ul>3 week grace period<br /><ul><li>Based on 2010 average AP, notices will be sent to those eligible
    25. 25. Participation is optional</li></li></ul><li>Qwidget Pilot next steps<br />AP on weekly basis: volatile in some<br />Some leeway with “3 week” rule<br />Process re Qwidget roll up going forward<br />All queues with AP of at least 75% are eligible for roll up<br />Weekly monitoring<br />
    26. 26. QuestionPoint Survey<br /><ul><li>Total respondents: 773</li></ul>647 completed Question 5 (prioritization)<br /><ul><li>Countries: 22, with 22% non-U.S.
    27. 27. Length of time using QuestionPoint</li></ul>54% have used 2-5 years<br />27% more than 5 years<br />20% one year or less<br />
    28. 28. QuestionPoint feature usage<br />
    29. 29. More survey results: Helping set our priorities<br /><ul><li>Search transcripts
    30. 30. Chat wait messages: additional and custom
    31. 31. Mobile devices: optimize web forms and chat forms</li></li></ul><li>24/7 Coop: Quality <br />52.1%<br />16%<br />26.6%<br />4.5%<br />62.5%<br />.8%<br />15.9%<br />1.7%<br />19.6%<br />.2%<br />
    32. 32. Major concerns from survey<br />Yours<br />Chat response time / performance / stability<br />Co-browse<br />Reporting<br />Policy pages not kept up to date<br />Ours<br />Better distribution of information about new features and upgrades<br />Meeting your current needs while anticipating the needs of the future reference library<br />
    33. 33. Best Practices for Link Placement<br />QuestionPoint wiki under “Promote Your Service”<br />Or at www.oclc.org or www.questionpoint.org, under promoting QuestionPoint sections<br />http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf<br />
    34. 34. What’s Next<br />Search Transcripts: May 2011<br />Options for linking to your patron privacy policies<br />
    35. 35. Keep up to date with QuestionPoint!<br />QuestionPoint blog<br />http://questionpoint.blogs.com<br />QuestionPoint wiki<br />http://wiki.questionpoint.org<br />
    36. 36. Discussion Topics<br />
    37. 37. Discussion Topics<br /><ul><li>National Virtual Reference Service (US)
    38. 38. Assessment: using QP as an assessment tool; other metrics/tools needed?
    39. 39. Reporting—look at “Meeting Recordings” at http://questionpoint.org/education/index.html
    40. 40. Knowledge Base search—look at “The QuestionPoint Knowledge Bases: An Introduction” at http://questionpoint.org/education/index.html
    41. 41. Tagging questions
    42. 42. Turnaround time/alert</li></li></ul><li>Further comments or questions?<br />Carol Bonnefil<br />bonnefic@oclc.org<br />Susan McGlamery<br />mcglames@oclc.org<br />Paula Rumbaugh<br />rumbaugh@oclc.org<br />

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