QuestionPoint User Group UK Higher Education

May 2009

QuestionPoint User Group UK Higher Education

May 200920 May 2009

Susan McGlamery

mcglames@oclc.org

QuestionPoint Global Product Manager

AgendaAgenda

• Introductions

• QuestionPoint Community Update

• Software Update

• Qwidget: what it is and how libraries are using it

• What’s next?

• Questions/Discussion

Community Update Community Update

•24 Countries, most recently: Spain, Italy, UAE, Puerto Rico, Peru, Brazil.

•Over 2,300 libraries

•More than 1,500 in 24/7 Coop (400+ in Academic Coop)

•20,000+ records in GKB, in 11 languages

For News and CommunicationFor News and Communication

QuestionPoint blog

http://questionpoint.blogs.com

QuestionPoint wiki

http://wiki.questionpoint.org

Communication: QP blog, wiki and listservCommunication: QP blog, wiki and listserv

User Group MeetingsUser Group Meetings

Events listed in QP wiki: Calendar at http://wiki.questionpoint.org/Coming+Events and

Announcement at http://wiki.questionpoint.org/Community+Events

Notes posted in wiki and QP blog: http://questionpoint.blogs.com/questionpoint_247_referen/user_group/

Virtual User Group Meetings

• Quarterly

• Theme oriented: based on user submitted requests/questions

• https://www3.oclc.org/app/questionpoint/usercouncil/

QuestionPoint Software developmentQuestionPoint Software development

Goals:

Raising the visibility of the library

Assist the library in managing reference interactions

• Current Software updates

• Upcoming enhancements

A Year of Features, Fixes, and Fine Tuning

A Year of Features, Fixes, and Fine Tuning

• Major installs of past year: 2 March and 23 November 2008

• Release notes published on blog at http://questionpoint.blogs.com/questionpoint_247_referen/release-notes/

• New chat look and feel and fine tuning (Clock, Font size, Alerts, Resizing of frames, Drawers, IM in tab not link)

• Instant Messaging

• Now a tab rather than a link, Transfer message retained

• Secure connection through https://

• Reports simplification

• Qwidget

• Forms Manager

ReportsReports

QwidgetQwidget

Qwidget UsageQwidget Usage

Among 24/7 Cooperative Academics

April 2009 – 8,176 chat sessions

April 2009 – 14,400 chat sessions/ 3,249 Qwidget

(22.56% of the academic sessions were Qwidget)

Qwidget Usage ExamplesQwidget Usage Examples

Univ. of Washington First Quarter 2008 - 1434 chat sessions

First Quarter 2009 - 1620 chat sessions, 1583 Qwidget sessions

Univ. of Birmingham (U.K.)

First Quarter 2008 - 116 chat

First Quarter 2009 – 2015 chat (24 chat, 1991 Qwidget)

Univ. of Wolverhampton (U.K.)

First Quarter 2008 - 331 chat

First Quarter 2009 – 647 chats (455 chats, 192 Qwidget)

Adding the QwidgetAdding the Qwidget

• http://www.oclc.org/services/brochures/213410usf_questionpoint_qwidget.pdf

• Qwidget Tips:

• http://wiki.questionpoint.org/Qwidget+Tips

Forms ManagerForms Manager

• On demand, menu-driven set-up of chat and email forms

• Chat forms:

• at BME level

• Includes standard chat, lightweight chat and Qwidget set up

• Email forms

• at institution level

• SPAM protection

• Chat and email forms hosted by OCLC

• Multiple languages available

Forms Manager: Chat FormsForms Manager: Chat Forms

Forms Manager: Email FormsForms Manager: Email Forms

Chat with ViewportChat with Viewport

Chat onlyChat only

Forms Manager: SpanishForms Manager: Spanish

Future FeaturesFuture Features

Next evolution Qwidget

Forms optimized for mobile access

Facebook links

Texting access

Mobile Apps

Full-text searching of current and archived Q&As

To Learn More…To Learn More…

• Trainings and Tutorials:http://www.questionpoint.org/education/index.html

• Documentation and Implementation assistance: http://www.questionpoint.org/support/index.html

• Community resources:

http://wiki.questionpoint.org

24/7 Reference Cooperative Update24/7 Reference Cooperative Update

• New to the Cooperative

• Brooklyn PL (joins NYPL and Queens PL)

• Enquire (U.K. public libraries)

• University of California group

• Spanish language chat cooperative Pilot!

• 120 hours of coverage (varies)

• 7 AM to 10 PM ET Monday – Friday

• 1 PM to 4 PM ET Sat

• 10 AM to midnight ET Sunday

• Contribute 4 hours per week of Spanish chat coverage to get access to the Spanish service

Boston academic libraries Analysis by Time of DayBoston academic libraries Analysis by Time of Day

• During 2008, 21% of questions were logged between 9:00 p m and 8:00 a m

• For the first quarter of 2009, 24% of questions were logged between 9:00 p m and 8:00 a m

Cooperative ResourcesCooperative Resources

• 24/7 Policies: http://wiki.questionpoint.org/247-Policies

• 24/7 Best Practices:

http://wiki.questionpoint.org/247-Best-Practices

• Questions about the Cooperative?

•Questions?

Susan McGlamery, mcglames@oclc.org QuestionPoint Senior Product Manager