QuestionPointUser Group MeetingNovember 2011

Susan McGlameryQuestionPoint Senior Product

Managermcglames@oclc.org

Agenda

• QuestionPoint developments• Recent enhancements: 2010-2011• What’s next

• Review of wishlist• Questions, comments, discussion

QuestionPoint Community

• 33 Countries, most recently: Costa Rica,

Colombia, Ireland• Approx 2,000 libraries

• Just over 25,000 records in GKB, in 11 languages

• Over 7 million transactions in QP

See the QP monthly report in the blog!

Many channels, one reference service…

QuestionPoint

account

Walk upTelephonePhysical

desk

Email webforms

Chat

Chat widget (Qwidget)

Mobile devices

SMS textingText a

LibrarianUpside

Wireless

Facebook

SMS texting

Users can text a librarian from their phone; the text will appear in the library’s QuestionPoint account

Requires subscription to both QP and Upside Wireless (separate subscription)

Upside Wireless (UW) workflow

User texts a question to library Text goes via phone carrier to UW UW sends the text to QP Text appears in QP’s Ask module within

seconds.

Librarian workflow

Librarians access texts in Ask, respond in Ask

Text Answer screen contains a character counter, & “Tiny URL” resolver

Send Answer transmits to UW, which sends response via text to user

Upside Wireless information

• $35 (Canadian dollars) per month, for 400 texts per month (includes all messages IN and OUT) 

• No set up feeUpside Wireless contact: Branko ZurkovicTel: 16046877433 (this is British Columbia)www.upsidewireless.com bzurkovic@upsidewireless.com

The user experience: mobile Qwidget

The QuestionPoint chat widget (“Qwidget”) is replaced by a button inviting user to click to launch optimized Qwidget

Updated Facebook instructions: see the QP wiki, promote your service: Qwidget Tips

Full Transaction SearchingMay 2011

Advanced Search page

• Indexes increase precision – descriptive codes, form fields, patron info, etc.

• Transactions owned by us, by others, by the BME, etc.• Type: Chat only, Qwidget only, e-mail only, SMS texting only

• Within last 2 days, 7 days, 30 days, 60 days

Searching Service History

Other recent enhancements/fixes

Chat: Custom wait messages for chat queues and

Qwidgets Queue closing: close your queue while finishing

up the last chat

Wait Messages for Chat and Qwidget:immediate; 50; 80; 120; 190 seconds

New fields in Policy Page

• eBooks – after Databases• Map*• Wifi Access?*• Parent institution: new in Nov 2011• URL resolver: new in Nov 2011

*Linkable to the WorldCat Registry

Policy Page link to WorldCat Registry:Linkable fields are highlighted in Yellow

Link vs CopyExample: Telephone field

New map field

QP plans for 2012

• Improvements to Forms:• Optimized for mobile devices• Syndication• Forms Manager enhancements• Form Field reports improvements

• Integration with other OCLC products/services: use of OCLC Registry data

• Additional texting options: Upside Wireless• Ability to receive and process e-mail attachments:

pilot• Ability to forward e-mail into QuestionPoint: pilot• OTHER IDEAS, COMMENTS?

Further information

www.oclc.org/questionpointwww.questionpoint.org

Blog: http://questionpoint.blogs.com

Wiki: http://wiki.questionpoint.org/

http://wiki.questionpoint.org/w/page/13839422/247-Policies

http://wiki.questionpoint.org/w/page/13839421/247-Best-Practices

Questions, comments, suggestions?

Susan McGlamery mcglames@oclc.org