The document summarizes updates from an OCLC QuestionPoint meeting, including new features like a typing indicator and customized descriptive codes. It discusses the 24/7 Reference Cooperative, including average answering percentages and wait times. It also provides details and statistics from a Qwidget roll up pilot test, examining the impact on cooperative response times and wait times over a six month period.

1. ALA Annual June 2010 Washington DC QuestionPoint Update

4. Many channels, one reference service…

6. Find tab: Admin >> Settings >> Descriptive Codes

7. Build Custom List of Codes

8. Choosing old codes or entering new ones

9. After initial build, can sort

10. Sorting Page

11. No substantive changes to code assignment

12. Reports keep older codes until 90-day roll-over

13. 24/7 Reference Cooperative

14. Answering Percentage

15. Average Coop Wait Time, seconds

17. Server Response Time Week before Pilot 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Avg 0.058 0.069 0.074 0.082 0.070 0.081 0.076 0.074 0.078 0.071 0.067 Peak 0.212 0.225 1.846 22.351 0.230 0.247 0.230 0.254 0.710 0.213 0.371 5/2 5/9 5/16 5/23 5/30 6/6 Avg 0.067 0.067 0.041 0.062 0.054 0.057 Peak 0.246 0.261 0.151 0.200 0.234 0.158

18. Coop wait time (seconds) 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Public 82 83 85 63 84 75 82 84 78 87 Acad 72 69 74 47 72 63 71 75 71 74 5/2 5/9 5/16 5/23 5/30 6/6 Public 83 78 76 75 67 69 Acad 70 60 63 52 63 59

19. Pilot libraries’ AP (in %) 2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26 Pilot Ls 88% 82% 87% 76% 83% 88% 76% 5/2 5/9 5/16 5/23 5/30 6/6 Pilot Ls 81% 93% 109% 88% 99%

20. Qwidget answering: Coop and Backup (#s) Week 1 2/22 Week 2 3/1 Week 3 3/8 Week 4 3/15 Week 5 3/22 Week 6 3/29 Week 7 4/5 Week 8 4/12 Week 9 4/19 Week 10 4/26 Coop 27 159 396 386 456 420 460 421 545 601 BU 6 57 122 96 122 87 131 156 176 167 Aban 3 33 35 40 71 45 54 44 63 34 % C 75% 64% 72% 74% 70% 76% 71% 68% 70% 75% %B 17% 23% 22% 18% 19% 16% 20% 25% 22% 21% %A 8% 13% 6% 8% 11% 8% 8% 7% 8% 4%

21. Qwidget answering: Coop and Backup (#s) Week 11 5/2 Week 12 5/9 Week 13 5/16 Week 14 5/23 Week 15 5/30 Week 16 6/6 Week 17 Week 18 Week 19 Week 20 Coop 519 419 165 162 135 90 BU 184 108 59 30 49 41 Aban 25 34 12 13 16 14 % C 71% 75% 70% 79% 68% 62% %B 25% 19% 25% 15% 25% 28% %A 3% 6% 5% 6% 8% 10%

24. Keep up to date with QuestionPoint! QuestionPoint blog http://questionpoint.blogs.com QuestionPoint wiki http://wiki.questionpoint.org

25. Discussion Topics