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Carla PfahlMinitex Reference Outreach & Instruction
AskMN [email protected]
612-626-6845
AskMN Librarian Training
Overview of the QuestionPoint databaseOverview of Chat functionalityTranscript managementDiscussion of best practicesHands-on chat practice
Agenda
Start your chat shift
Practice before going live!
Questions assigned to you
Active Questions for your institution
The AskMN queue – see all Minnesota patrons here (required for AskMN shift)
Institution-level queues – do NOT choose this option unless your library has set up an institution-level queue and you are monitoring chat just for your own library’s patrons (non-AskMN shift)
QP Cooperative queue – see all non-Minnesota patrons here (required for AskMN shift)
This is where you can practice chatting with your group to get comfortable with the software before going live
Patron’s information
No email address!
Patron’s library
The policy page links you to all pertinent library information
Anchor links help you find information quickly
Texting box
Include full URL string when sending web pages to patrons
Librarian screen name format should be name of library followed by librarian name or initials
Ending a session ALWAYS include a resolution code
Best practices encourage return visits!
Greet the user by name and use your nameClarify the question by asking for additional
informationAsk what the user has already searchedKeep the user informed of your progress and
strategiesAsk the user if the question has been answeredFollow up on the question if necessary
Managing Transcripts
On the Full Question screen, you can:
Answer a question (follow-up on a transcript via e-mail)
Claim a questionAdd a noteAdd a descriptive codeRefer a questionChange the patron’s e-mail addressMove or file a question
Assign/Unassign/Reassign records
Changing/adding patron email address function is creating a duplicate record – Close or Delete record with no email address instead of Leave Unchanged (default is Leave Unchanged).
Now you can follow up with the patron if needed
Let’s go live!
ResourcesAskMN Staff Wiki:
http://wiki.askmn.org/QuestionPoint Blog:
http://questionpoint.blogs.com/ QuestionPoint Wiki:
http://wiki.questionpoint.org/ • QuestionPoint Online Help
• Documents: http://www.oclc.org/support/services/questionpoint/documentation.en.html
• Training: http://www.oclc.org/support/services/questionpoint/training.en.html
