virtual user group meeting
DESCRIPTION
TRANSCRIPT
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Sessions on February 8 and 9, 2011
Virtual User Group Meeting
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AgendaAgenda
Welcome
QuestionPoint and 24/7 Reference Cooperative Update
Discussion Topics
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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!
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Many channels, one reference service…Many channels, one reference service…
QuestionPointaccount
Reference Desk
Telephone
Email Chat
Chat widget
(Qwidget)
Mobile
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Recent changes: September - December 2010Recent changes: September - December 2010
Chat
Queue Closer
Wait messages
Policy Pages
Ask Module
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Queue Roll UpQueue Roll Up
BME level. Delays of between 40 and 180 seconds
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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.
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Queue ClosingQueue Closing
Uncheck queue(s) at end of day and still continue existing chats
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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.
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Wait MessagesWait Messages
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Ask ModuleAsk Module
• More attachments: 4; up to 12 MB
• URL minimizer on all Answer pages
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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]
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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]
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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
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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.
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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)
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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
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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
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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
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QuestionPoint feature usageQuestionPoint feature usage
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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
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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%
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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
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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
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What’s NextWhat’s Next
Search Transcripts: May 2011
Options for linking to your patron privacy policies
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Keep up to date with QuestionPoint!Keep up to date with QuestionPoint!
QuestionPoint blog
http://questionpoint.blogs.com
QuestionPoint wiki
http://wiki.questionpoint.org
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Discussion TopicsDiscussion Topics
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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
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Further comments or questions?Further comments or questions?
Carol Bonnefil
Susan McGlamery
Paula Rumbaugh