The world’s libraries. Connected. Session 3: Offline workflow - answering offline questions, referring to colleagues. Wednesday 3 rd December 2014

The world’s libraries. Connected.

Session 3: Offline workflow - answering offline questions, referring to colleagues.

Wednesday 3rd December 2014


Session 1. December 1st 10.30-11.30. Introduction to Enquire, what it is, local service, SCL Universal Offers and more. Session 2. December 2nd 10.30-11.30. Let's get chatting - chat basics, using scripts, using policy pages Session 3. December 3rd 2.30-3.30. Offline worlflow - answering offline questions, referring to colleagues Session 4. December 8th 10.30-11.30. 24/7 Reference Cooperative and staffing the 24/7 Reference Cooperative Queue Session 5. December 9th 10.30-11.30. Administrator training - new user accounts, running and interpreting reports, institution level information Session 6. December 10th 2.30-3.30. Creating local services - Qwidget or full form, adhoc or permanent and the email form


Glossary of useful terminology

• QuestionPoint – this is the software that underpins the Enquire service

• Enquire – is the subscription service of 58 library authorities in England and Scotland participating in collaborative virtual reference

• Chat – online, real time Q&A sessions

• Offline – a chat session to be answered more comprehensively by email later, or referred by our UK and US partners locally

• OCLC’s 24/7 Reference Cooperative - U.S libraries who cover Enquire when UK staff are not online

• Local Services – these are configurable services over an above the Enquire stream, so use locally however you wish


Logging into QuestionPoint:http://www.questionpoint.org


Enter your User ID Your password will initially be the first 20 characters of your email address – just keep typing until the cursor stops – all email addresses are case sensitive, all of yours will be in lower case

http://www.questionpoint.org


Personal settings: email / timeout – 1 off setting change

The world’s libraries. Connected. http://www.questionpoint.org


Working through the offline area

• Not every chat session is answered completely within chat, sometimes you have to get back to them via email (which is why it is important to check these details in chat)





Do you carry archive additions of local newspapers? I am interested in 1916 as this was the year my Great Granddad was killed in action at the battle of Jutland. He was born in Wakefield. Thank you

http://www.questionpoint.org


Answer: this will send the answer to the patron.


Claim: Enquire does not use this, but you may for local sessions.


Add note: add a librarian only note, this is not seen by the patron


Descriptive codes: describe the type of question by adding these



Change Patron E-Mail:allows you to add an email to an anonymous session


Replying to anonymous sessions



Enter the new email address that was provided in the transcript and re-confirm it. If the customer/patron has given you a name, you can also add this, but it is optional Select “Delete” as this will replace the question. If you select the default of “Leave unchanged”

two questions will remain, one with the email address and the answer and one without either email address or answer. This can become confusing, so it is best to get rid of the original question. The two questions will always be linked in the software.

Add a reason in the text box if you want, although this is optional. Click on “Change Patron E-mail” and the question will be updated and ready for you to add an

offline reply.


Here you can do several things:1. Send Answer – this sends the answer to the customer and sets the question status to ‘answered’. Scripts can be used if you

wanted to. Attachments can also be added to the reply2. Request Clarification – this sends your message asking for more information to the customer, it sets the question status to

‘pending’3. Send Message – do not use this, as any reply from the patron is not automatically put into the question history. It would be for

a final statement to be sent.4. Save as a draft for later


From the patron’s point of view remaining anonymous isn’t a problem (unless they need an offline response) as they can email themselves the transcript and this information is not recorded by QuestionPoint. You might want to advise a customer of this if you notice that they are anonymous


Question and Transcriptexamples


Examples of questions asked on Enquire

• Can I have the contact details for the chaplaincy training centre for the army? Please

• What are some street addresses in London, especially in Bloomsbury, where Virginia Woolf lived?

• email response please I need to find at least ten (fiction) books written about World War I for a A level English literature student. I've got a few but could you suggest some more please.

• i want to come and borrow a book that teaches me how to work with spreadsheets and or excel. this is to find out if you have any books that can teach me. thank you

• I'm writing a novel and am researching a character: a man who works as a civil servant in the colonial office in London in the 1950s.... Any ideas where I can a) find out about who worked at the col. office/in what capacity/their backgrounds or b) general fiction or non-fiction that might help me get inside this character's head? I've already read some Graham Greene. As an American woman, I'm finding this character particularly tricky!




Referring to another person:


Partner (Subscription Group)


E-mail Partner


Scripts


Adding, editing and deleting a script



Questions?


Where to go for help

• http://oclc.org/support/services/enquire.en.html – help guides, hints and tips will be added to our new webpages

• PN List – not many use for this, but it can be. If you are not on the listserv, let us know and we can add you.

• [email protected]

• Support

• [email protected]

• Tel: 0114 267 7502

http://oclc.org/support/services/enquire.en.html

mailto:[email protected]

mailto:[email protected]

Documents

The world’s libraries. Connected. Session 3: Offline workflow - answering offline questions, referring to colleagues. Wednesday 3 rd December 2014