questionpoint ala 2008 user group presentation
DESCRIPTION
ALA Annual (2008) QuestionPoint User Group Meeting Sunday, June 29, 2008, 1:30 - 3:30 pm Embassy Suites South, Landmark Ballroom Salon C Hear the latest QuestionPoint news and join colleagues to share your experiences with QuestionPoint and the 24/7 Reference Cooperative.TRANSCRIPT
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April 12, 2023
QuestionPoint UpdateALA 2008 User GroupQuestionPoint UpdateALA 2008 User Group
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AgendaAgenda
I. Introductions
II. QuestionPoint Service enhancements
III. 24/7 Reference Cooperative Update
IV. Questions
V. Discussion
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QuestionPoint User Group Meeting Service Update
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Recent Service enhancementsRecent Service enhancements
• Queue Management
• Widget/Qwidget
• New patron chat interface
• Form Management
• SPAM Protection and CAPTCHA
• Reports
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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
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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
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Qwidget PreviewQwidget Preview
• Available for three months (released in March 2008)
• Very enthusiastic feedback from the membership
• Three updates
• Keep the thoughts coming in
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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?”
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Chat Transcripts
Emails
Qwidgets
All distinguishable
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Administration | FormsAdministration | Forms
Practice Chat modificationsSpam Filtering & CAPTCHAForms ManagerGroup Branding/Patron Interface
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CAPTCHA RevisionsCAPTCHA Revisions
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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
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BME ViewBME View
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Report on InstitutionsReport on Institutions
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Report of Sessions – Still Links to TranscriptsReport of Sessions – Still Links to Transcripts
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Qwidget Statistics AvailableQwidget Statistics Available
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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
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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
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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
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Questions and DiscussionQuestions and Discussion