QuestionPoint Training FOR CHAT REFERENCE INFO740: Digital Reference Services iSchool at Drexel...

QuestionPoint TrainingFOR CHAT REFERENCE

INFO740: Digital Reference ServicesiSchool at Drexel University

Overview

• Login to QuestionPoint• Launch chat: Primary Queue• View the librarian chat monitor• View the patron interface• Review the ipl2’s six mandatory elements• Additional information

http://www.questionpoint.org

You are free to change your password after you login for the first time!

Locate Chat Module

Select the Primary Queue, then Save

Chat Monitor

Your name should appear in the Librarians tab

New Patron Alert!

See how long he/she has been waiting, and their question.

Double-click on the patron’s name to work with the patron.

No other librarian can work with this patron (unless you transfer the patron).

Type/paste text here and click Send.

Patron’s screen

Librarian’s screen

Scripts are stored for easy access and use

Type URLs, then Preview or Send

Tip: Only send one URL at a time.

End Session, Set Status to Practice

Incorporate the ipl2’s Six Mandatory Elements

1. Greeting: “Hello from the ipl2!”

2. Question Rephrasing: “Thanks for your question about (….)”

3. Answer: “Here’s the answer I found:”

4. Sources: “Here’s the URL, print citations…”

5. Search Strategy: “I found this information using source with search: keywords”

6. Closing: “Please write back if you need more help, and thanks for asking the ipl2!” (closing)

To access Settings, select the Ask module

Add/edit text and URL scripts

Additional Information

System requirements for librarians and patrons (January 2007)http://www.questionpoint.org/web/requirements/index.html - If you want to use QuestionPoint’s co-browse feature: Internet Explorer with the

Windows operating system is the only option that allows that function. For instructions on how to configure your browser to use Flash Chat (June 2009):

http://www.questionpoint.org/support/documentation/gettingstarted/chatsetup.pdf

To role-play as librarian and login to QuestionPoint: http://www.questionpoint.org

- Patron’s use the following link for standard chat (without co-browse):[link provided per membership] - Patron’s use the following link for chat with viewport and co-browse:

[link provided per membership]

QuestionPoint Help Documentation: http://www.questionpoint.org/crs/html/help/en/ask/ask_contents.html

Have fun! Feel free to ask for help in the Blackboard discussion area.