Virtual User Group meeting

Sessions on February 8 and 9, 2011

Virtual User Group Meeting

AgendaAgenda

Welcome

QuestionPoint and 24/7 Reference Cooperative Update

Discussion Topics

QuestionPoint Community QuestionPoint Community

• 32 Countries, most recently: Colombia, French Polynesia, Martinique

• Approx 2,000 libraries

• More than 1,300 in Coop (411 in Academic Coop)

• 23,500+ records in GKB, in 11 languages

See the QP monthly report in the blog!

Many channels, one reference service…Many channels, one reference service…

QuestionPointaccount

Reference Desk

Telephone

Email Chat

Chat widget

(Qwidget)

Mobile

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

Admin module: Account creation defaultsAdmin module: Account creation defaults

Queue "Type" setting default is "Global" [automatically adds all the correct queues for librarians; "Local" is still available as an option]

"Ask a librarian" setting default: "Ask librarian“ [automatically provides new librarian accounts with access to Chat and the Ask modules]

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

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

• Weekly monitoring

QuestionPoint SurveyQuestionPoint Survey

•Total respondents: 773

• 647 completed Question 5 (prioritization)

•Countries: 22, with 22% non-U.S.

•Length of time using QuestionPoint

• 54% have used 2-5 years

• 27% more than 5 years

• 20% one year or less

QuestionPoint feature usageQuestionPoint feature usage

More survey results: Helping set our prioritiesMore survey results: Helping set our priorities

•Search transcripts

•Chat wait messages: additional and custom

•Mobile devices: optimize web forms and chat forms

24/7 Coop: Quality 24/7 Coop: Quality

52.1%

16%

26.6%

1.7%

.8%

62.5%

19.6%

15.9%

.2%

4.5%

Major concerns from surveyMajor concerns from survey

Yours• Chat response time / performance / stability• Co-browse• Reporting• Policy pages not kept up to date

Ours• Better distribution of information about new

features and upgrades• Meeting your current needs while anticipating

the needs of the future reference library

Best Practices for Link PlacementBest Practices for Link Placement

http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf

QuestionPoint wiki under “Promote Your Service”Or at www.oclc.org or www.questionpoint.org, under promoting QuestionPoint sections

What’s NextWhat’s Next

Search Transcripts: May 2011

Options for linking to your patron privacy policies

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

Discussion TopicsDiscussion Topics

• National Virtual Reference Service (US)

• Assessment: using QP as an assessment tool; other metrics/tools needed?

• Reporting—look at “Meeting Recordings” at http://questionpoint.org/education/index.html

• Knowledge Base search—look at “The QuestionPoint Knowledge Bases: An Introduction” at http://questionpoint.org/education/index.html

• Tagging questions

• Turnaround time/alert

Further comments or questions?Further comments or questions?

Carol Bonnefil

bonnefic@oclc.org

Susan McGlamery

mcglames@oclc.org

Paula Rumbaugh

rumbaugh@oclc.org