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, mcglames@oclc.org

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