April 1, 2011April 1, 2011
AgendaAgenda
Welcome and Introductions: Nancy Huling
QuestionPoint and 24/7 Reference Cooperative Update: Carol Bonnefil, QuestionPoint
Discussion Topics: All
QuestionPoint Community QuestionPoint Community
•32 Countries, most recently: Colombia, French Polynesia, Martinique, Ireland
•Approx 2,000 libraries
•More than 1,300 in Coop (411 in Academic Coop)
•Just under 24,000 records in GKB, in 11 languages
See the QP monthly report in the blog!
Recent changes: September - December 2010Recent changes: September - December 2010
Chat
Queue Closer
Wait messages
Policy Pages
Ask Module
Queue Roll UpQueue Roll Up
BME level. Delays of between 40 and 180 seconds
Primary queue no longer automatically monitoredPrimary queue no longer automatically monitored
• 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
*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.
Queue ClosingQueue Closing
Uncheck queue(s) at end of day and still continue existing chats
Wait messages for chat queuesWait messages for chat queues
• Configured by Group (BME) admin
• Separate wait messages can be done for each Queue and for Qwidget
• Triggered by elapsed wait time:
• Initial Message = Upon patron form submission. This is a required message. It cannot be suppressed, but can be customized.
• First Message sent after 50 seconds of waiting.
• Second Message sent after 80 seconds of waiting.
• Third Message sent after 120 seconds of waiting.
• Fourth (last) Message sent after 190 seconds of waiting.
• If any message is not included, the subsequent message is not accelerated. It will appear at the designated time interval.
Wait MessagesWait Messages
Ask ModuleAsk Module
• More attachments: 4; up to 12 MB
• URL minimizer on all Answer pages
Policy Pages: New Fields!Policy Pages: New Fields!
Statewide or Shared Catalog
Library Card Number is now Database Access for Coop Librarians (library card, etc)
Pin Number is now Guest Login/PIN for Coop librarians
Remote Access [What needs to be typed in; troubleshooting tips, relevant links to library web pages]
Tech Assistance [When FAQs and instructions on the web site aren’t adequate, here’s who to call for various tech issues]
New Policy Page fieldsNew Policy Page fields
Assignments (popular/recurring)
Tutoring/Homework Assistance
Library Cards is now Library Card Policies
Access Policies and Reciprocal Arrangements
Loan Periods is now Loan Periods/Returns
Meeting Rooms
Summer Reading programs/lists
Policy PagesPolicy Pages
View/Hide Option No Longer Available in Policy Pages
All edits to active policy pages will be immediately viewable to a chatting librarian helping one of your patrons.
Library Name included in E-mail Sent from Policy Pages (to assist group admins)
Library Name included in E-mail Sent from Policy Pages (to assist group admins)
Qwidget Roll Up programQwidget Roll Up program
• Participants: AP of at least 75% (determined by Queue)
• 75% baseline must be maintained (weekly check)
• 3 week grace period
• Based on 2010 average AP, notices will be sent to those eligible
• Participation is optional
• Questions about Qwidget Roll Up Program: email Susan McGlamery, [email protected]
What’s Next: Full Transaction SearchingMay 2011
What’s Next: Full Transaction SearchingMay 2011
Advanced Search pageAdvanced Search page
Results List with search criteria windowResults List with search criteria window
Full Question viewFull Question view
Select multiple transactions to viewSelect multiple transactions to view
Viewing multiple transactions simultaneouslyViewing multiple transactions simultaneously
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Searching Service HistorySearching Service History
Keep up to date with QuestionPoint!Keep up to date with QuestionPoint!
QuestionPoint blog
http://questionpoint.blogs.com
QuestionPoint wiki
http://wiki.questionpoint.org
Discussion TopicsDiscussion Topics
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