ALA Annual June 2010Washington DC

QuestionPoint UpdateQuestionPoint Update

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

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

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

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

Find tab: Admin >> Settings >> Descriptive Codes

Find tab: Admin >> Settings >> Descriptive Codes

Build Custom List of CodesBuild Custom List of Codes

Choosing old codes or entering new onesChoosing old codes or entering new ones

After initial build, can sortAfter initial build, can sort

Sorting PageSorting Page

No substantive changes to code assignmentNo substantive changes to code assignment

Reports keep older codes until 90-day roll-overReports keep older codes until 90-day roll-over

24/7 Reference Cooperative24/7 Reference Cooperative

Answering PercentageAnswering Percentage

Average Coop Wait Time, secondsAverage Coop Wait Time, seconds

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

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

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

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%

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%

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%

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

What’s next?What’s next?

Queue Roll up

Qwidget Roll up

Take the QuestionPoint survey and tell us what

you think!

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