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Question Point Clinic 200509


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Question Point Clinic 200509

  1. 1. QuestionPoint Clinic Quick Tips Christine Jones & Susan McGlamery OCLC Birmingham 20th May 2009
  2. 2. Agenda <ul><li>Handling Multiple Patrons </li></ul><ul><li>Referring Questions to a Colleague / Expert </li></ul><ul><li>The Knowledge Base </li></ul><ul><li>Patron Accounts </li></ul><ul><li>Reports </li></ul><ul><li>Any other Hot Topics? </li></ul>
  3. 3. Handling Multiple Patrons <ul><li>Focus on: Customer service, managing expectations </li></ul><ul><li>Reference Conversation then share a resource, ask for feedback </li></ul><ul><li>Note patron status: are they still connected? </li></ul><ul><li>Let patrons know you are helping someone else – offer patron choices </li></ul><ul><li>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 </li></ul><ul><li>During busy times, IM colleagues for extra help </li></ul>
  4. 4. Referring Questions <ul><li>Chat </li></ul><ul><li>Followup – meaningful answer versus instant answer </li></ul><ul><li>Transfer to another librarian </li></ul><ul><li>Email </li></ul><ul><li>Assigning Questions </li></ul><ul><li>My Addresses – local experts </li></ul><ul><li>Refer to Subscription partner if appropriate </li></ul>
  5. 5. The Knowledge Base (KB) <ul><li>Sophisticated ‘basic’ searching </li></ul><ul><li>Tag KB Records so that they more searchable </li></ul><ul><li>Submit multiple records to the KB simultaneously </li></ul><ul><li>The Update Required function keeps KB current </li></ul><ul><li>Make your KB accessible to your patron </li></ul>
  6. 6. Patron Accounts <ul><li>Allows Patrons to monitor questions from one place </li></ul><ul><li>Administration – Settings – Custom Messages </li></ul><ul><li>Account details sent with first question placed by default </li></ul><ul><li> – Patron Accounts link </li></ul>
  7. 7. Reports <ul><li>For a quick overview of user and librarian activity: </li></ul><ul><li>Institution Report (US ET) </li></ul><ul><li>Daily or Monthly </li></ul><ul><li>Email, Chat, and other activity </li></ul><ul><li>US Eastern Time </li></ul><ul><li>Statistics only (just numbers) </li></ul><ul><li>Copy into Excel </li></ul>
  8. 8. Reports <ul><li>Count of Current Data (most recent 90 days, in local time ) </li></ul><ul><li>Links to transcripts </li></ul><ul><li>User info (repeat users?) </li></ul><ul><li>Descriptive and Resolution codes </li></ul><ul><li>Reports on Form Fields (ie Referrer URL) </li></ul><ul><li>Older than 90 days: offline reports </li></ul><ul><li>Review transcripts: Ask>>ReviewTranscripts>>General (most recent 90 days) </li></ul><ul><li>Review Form Fields: Ask>>ReviewTranscripts>>Form Fields </li></ul>
  9. 9. <ul><ul><li>Questions? </li></ul></ul><ul><ul><li>Any other training issues? </li></ul></ul>
  10. 10. Contact Details <ul><li>Training & Implementation – Christine Jones </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Telephone: 0114 281 6445 </li></ul><ul><li>UK Support Desk </li></ul><ul><li>Email: support- [email_address] </li></ul><ul><li>Telephone: 0114 281 6042 </li></ul><ul><li>Director, QuestionPoint Programs - Susan McGlamery </li></ul><ul><li> </li></ul>