QuestionPoint user group June 2010
Transcript of QuestionPoint user group June 2010
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ALA Annual June 2010Washington DC
QuestionPoint UpdateQuestionPoint Update
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AgendaAgenda
Welcome
• Nancy Huling, Laura Gottesman
Introductions
QuestionPoint and 24/7 Reference Cooperative Update
• Susan McGlamery, OCLC QuestionPoint
Discussion Topics: what’s on your mind?
• Selection of topics
• Small group discussion at tables
• Report back to group
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QuestionPoint Community QuestionPoint Community
•30 Countries, most recently: British Library, Peru, Serbia
•Over 2,000 libraries
•More than 1,500 in Coop (411 in Academic Coop)
•20,000+ records in GKB, in 11 languages
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Many channels, one reference service…Many channels, one reference service…
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New in June 2010New in June 2010
Typing Indicator
• Appears in both Librarian and Patron side
• In “standard chat” form as well as Qwidget
Qwidget:
• Patron email appears in Info tab if email is REQUIRED
Customized Descriptive Codes
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Find tab: Admin >> Settings >> Descriptive Codes
Find tab: Admin >> Settings >> Descriptive Codes
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Build Custom List of CodesBuild Custom List of Codes
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Choosing old codes or entering new onesChoosing old codes or entering new ones
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After initial build, can sortAfter initial build, can sort
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Sorting PageSorting Page
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No substantive changes to code assignmentNo substantive changes to code assignment
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Reports keep older codes until 90-day roll-overReports keep older codes until 90-day roll-over
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24/7 Reference Cooperative24/7 Reference Cooperative
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Answering PercentageAnswering Percentage
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Average Coop Wait Time, secondsAverage Coop Wait Time, seconds
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Qwidget Roll Up pilotQwidget Roll Up pilot
Participants: AP over 75% (determined by Queue)
Analysis
• Look at stats before and during Qwidget roll up to gauge impact on Coop
Timeline
• 6 month duration
• Start date: February 22
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Server Response TimeServer 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
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Coop wait time (seconds)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
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Pilot libraries’ AP (in %)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%
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Qwidget answering: Coop and Backup (#s)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 159396 386 456 420 460 421 545 601
BU 6 57 122 96 122 87 131 156 176 167Aban
3 33 3540 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%
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Qwidget answering: Coop and Backup (#s)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 166/6 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%
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Qwidget Pilot next stepsQwidget Pilot next steps
AP on weekly basis: volatile in some
Some leeway with “3 week” rule
Process re Qwidget roll up going forward
• All queues with AP of at least 75% are eligible for roll up
• Announcement and call to apply
• Weekly monitoring
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What’s next?What’s next?
Queue Roll up
Qwidget Roll up
Take the QuestionPoint survey and tell us what
you think!
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Keep up to date with QuestionPoint!Keep up to date with QuestionPoint!
QuestionPoint blog
http://questionpoint.blogs.com
QuestionPoint wiki
http://wiki.questionpoint.org
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Discussion TopicsDiscussion Topics