questionpoint training for chat reference info740: digital reference services ischool at drexel...
TRANSCRIPT
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QuestionPoint TrainingFOR CHAT REFERENCE
INFO740: Digital Reference ServicesiSchool at Drexel University
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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
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http://www.questionpoint.org
You are free to change your password after you login for the first time!
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Locate Chat Module
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Select the Primary Queue, then Save
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Chat Monitor
Your name should appear in the Librarians tab
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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.
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No other librarian can work with this patron (unless you transfer the patron).
Type/paste text here and click Send.
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Patron’s screen
Librarian’s screen
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Scripts are stored for easy access and use
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Type URLs, then Preview or Send
Tip: Only send one URL at a time.
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End Session, Set Status to Practice
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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)
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To access Settings, select the Ask module
Add/edit text and URL scripts
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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.