QP Virtual User Group February 2010

Susan McGlameryPaula RumbaughCarol Bonnefil

QuestionPoint Virtual User GroupQuestionPoint Virtual User Group

AgendaAgenda

1. QuestionPoint platform update

2. QuestionPoint community update

3. Discussion topics:

• Next steps for the QuestionPoint software: tell us what you think!

• What are the top quality issues you see with cooperative reference services, such as the 24/7 Reference Cooperative?

QuestionPoint platform updateQuestionPoint platform update

Knowledge Base Web Service

• Integrate your local or the Global Knowledge Base into your library’s metasearch engine.

• Post and limit searches by any of the parameters available on the QP Advanced Search page

• Search results can be rendered in xml, html, text, or json

• Retrieve specific records to build a FAQ page on your website

For details on how to implement, contact leslied@oclc.org. Please provide him with an IT contact person at your institution.

Qwidget, the QuestionPoint Chat WidgetQwidget, the QuestionPoint Chat Widget

Qwidgets can go (practically) anywhere!Qwidgets can go (practically) anywhere!

• On your library webpage

• Search results in the catalog page

• Banner of the website

• Inside Facebook

• In WorldCat Local

• On phones with iPhone O/S, Palm devices and Android devices

Design your own Qwidget with customized size/color, or use our standard template in the Forms Manager

Qwidget in FacebookQwidget in Facebook

Libraries can create a Qwidget Application on their “Fan” pages.

Qwidget on Library’s Facebook pageQwidget on Library’s Facebook page

The Qwidget can be used from the library’s own page, and…

Library’s Qwidget on your own Facebook pageLibrary’s Qwidget on your own Facebook page

Thereafter, it can be bookmarked to appear on the patron’s own list of bookmarked Applications, so that they can access it from whatever FB page they happen to be on….

Qwidget in WorldCat Local Qwidget in WorldCat Local

Mobile Webkit QwidgetMobile Webkit Qwidget

User goes to library’s web page using a compatible mobile device. (ex: iPhone/iTouch, Android, Palm Pre.)

The Qwidget is replaced by a button inviting user to click to launch optimized Qwidget

At this point, the Qwidget will open full screen on the mobile device. The user taps the screen in the Question field and a keyboard appears, allowing them to type and send.

Starting a chat on a mobile QwidgetStarting a chat on a mobile Qwidget

Qwidget chat in progressQwidget chat in progress

If links from the chat are clicked, they will open a new page, and the patron can navigate between the Qwidget and the pages clicked.

Ending a Qwidget SessionEnding a Qwidget Session

At the conclusion of the session, the same options and links are available.

Bookmarking the Mobile QwidgetBookmarking the Mobile Qwidget

Available in some mobile devices (e.g. iPhone/iTouch)

Bookmarked webpages emulates the appearance of an app on user’s home screen (it is not a downloaded app, it is a quick link)

Multiple Qwidgets can co-exist on user’s Home Screen, as each icon is a link to a particular library’s Qwidget.

Text a Librarian collaborationText a Librarian collaboration

Interoperability: Manage interactions with users inside QP, while Text a Librarian handles texting communications

Requires subscription to both QP and TAL

Discounts for libraries that subscribe to both (offer expires 31 July 2010)

For pricing information and coordination between the two services, contact Lauri McIntosh, mcintosl@oclc.org

TAL Proposed workflowTAL Proposed workflow

User texts a question to library

Text goes via phone carrier to TAL

TAL sends the text to QP

Text appears in QP’s Ask module within seconds.

Proposed workflowProposed workflow

Librarians access texts in Ask, respond in Ask

Text Answer screen contains a character counter, & “Tiny URL” resolver

Send Answer transmits to TAL, which sends response via text to user

Questions? Comments?Questions? Comments?

The QP CommunityThe QP Community

2200+ libraries in 30 countries

5,000,000th question answered in Nov 2009

University of Queensland, St Lucia Australia

“The text Sports Coaching Cultures: From Practice to Theory by Jones, Armour, and Protrac is no longer available as an e-book. . . . Does the library intend to re-new its subscription?”

VR librarian referred the Q to Electronic Resources staff

Over 22,000 records in the Global Knowledge Base

24/7 Reference Cooperative News24/7 Reference Cooperative News

Qwidget Roll Up pilot

Only libraries/groups with AP of over 75%

Phased roll in, beginning mid February

6 month pilot

Roll up ends for any group falling below 75% AP

Evaluation:

Usage data

Impact on wait time, quality, staffing

More details will be sent to initial pilot participants

2009: the Year in Quality (828)2009: the Year in Quality (828)

1. Policy Page not checked (243)

2. Incorrect Resolution Code (163)

3. Insufficient reference conversation (111)

4. COMPLIMENTS! (100)

5. Tone/Phrasing

6. Ended Abruptly

7. Sources

8. No searching

9. Search strategy

10.Contact library/Follow Up

Keep up to date with QuestionPoint!

QuestionPoint blog

http://questionpoint.blogs.com

QuestionPoint wiki

http://wiki.questionpoint.org

Questions? Comments?Questions? Comments?

Discussion Topic #1Discussion Topic #1

Next steps for the QuestionPoint software: tell us what you think!

Discussion Topic #2Discussion Topic #2

What are the top quality issues you see with cooperative reference services, such as the 24/7 Reference Cooperative?

ContactsContacts

QuestionPoint Product Manager & 24/7 Cooperative Manager:

Susan McGlamery, mcglames@oclc.org

SME for Reports, KB, Text a Librarian:

Paula Rumbaugh, rumbaugp@oclc.org

SME for Qwidget, forms, Chat:

Carol Bonnefil, bonnefic@oclc.org,

SME for Custom Qwidget skins, Qwidget for Facebook, KB web service :

David Leslie, leslied@oclc.org