QuestionPoint ALA 2008 User Group Presentation

April 12, 2023

QuestionPoint UpdateALA 2008 User GroupQuestionPoint UpdateALA 2008 User Group

AgendaAgenda

I. Introductions

II. QuestionPoint Service enhancements

III. 24/7 Reference Cooperative Update

IV. Questions

V. Discussion

QuestionPoint User Group Meeting Service Update

Recent Service enhancementsRecent Service enhancements

• Queue Management

• Widget/Qwidget

• New patron chat interface

• Form Management

• SPAM Protection and CAPTCHA

• Reports

Queue ManagementQueue Management

• For 40 seconds, Patron appears only to Librarians monitoring that queue as their Primary Queue

• After 40 seconds, Patron appears to all other BMEs, 24/7 Coop and Back Up staff

• The asterisk will not appear next to patron’s name in the chat interface

• Whenever a patron appears in your chat monitor, pick the patron up as quickly as possible

Now AvailableAbility to add Queues to a Base Management Environment

Now AvailableAbility to add Queues to a Base Management Environment

• Chat specific and managed at the BME level

• Why would I want additional queues?

• Libraries can monitor questions only from own patrons at times different from the times they monitor for group.

• In cooperative group, a library could see its own patrons for 40 seconds before the group sees them.

• Groups of libraries could establish subject based queues where librarians from various libraries could work together.

• Qwidget only queues

• Subject specific Qwidget queues

Qwidget PreviewQwidget Preview

• Available for three months (released in March 2008)

• Very enthusiastic feedback from the membership

• Three updates

• Keep the thoughts coming in

Qwidget PreviewQwidget Preview

• Major topics areas of feedback:

• Flow/Interface

• Coverage capabilities

• More places (MySpace, Facebook, etc.)

• More options, colors, etc.

• “Managing” multiple Qwidgets

• Instructions/Help

• “Who is using the Qwidget?”

Chat Transcripts

Emails

Qwidgets

All distinguishable

Administration | FormsAdministration | Forms

Practice Chat modificationsSpam Filtering & CAPTCHAForms ManagerGroup Branding/Patron Interface

CAPTCHA RevisionsCAPTCHA Revisions

Creation of a single Reports area - All Reports Viewable by Role Creation of a single Reports area - All Reports Viewable by Role

Home Module

Reports tab

Ask Module

Reports tab

Admin Module

Institution tab

Reports tab

Admin Module

Coop Groups tab

Reports tab

Admin Module

Virtual Group tab

Reports tab

Home Module

Reports tab

Views: Librarian | Institution | Coop Groups | Virtual Group

Select Report > Enter Criteria > View Report

New

Current

BME ViewBME View

Report on InstitutionsReport on Institutions

Report of Sessions – Still Links to TranscriptsReport of Sessions – Still Links to Transcripts

Qwidget Statistics AvailableQwidget Statistics Available

Upcoming DevelopmentsUpcoming Developments

• HTML Chat Monitor Retirement

• Form Management Phase 3

• Chat Forms

• Managed at the BME and Queue Level

• Search of Questions/Answers

• Check the Blog and Viewlets for more current info and detailed descriptions

24/7 Reference Cooperative Update24/7 Reference Cooperative Update

New Cooperative members:

- Enquire (UK) public libraries

- 86 libraries in England and Scotland

- 850+ librarians

- SPAM issues

- Monitoring early morning ET plus some Saturdays

- New York Public Library

24/7 Reference Cooperative Update24/7 Reference Cooperative Update

• Best Practices and 24/7 Policies

• Accessible via My QuestionPoint and QuestionPoint.org

• Quality Review process

• See 24/7 Policies

• Send to Quality whenever in doubt

• QP Blog: Quality Tips

• Questions/comments re policies

Questions and DiscussionQuestions and Discussion