QuestionPoint Technology Issues: How Do I Report and Troubleshoot Them?

When we are having issues with QuestionPoint, please start by keeping the Chat Monitor and My QuestionPoint website on the screen as they are.

Please check online to find out if the issue has been reported:

QuestionPoint Cooperative Update: August 2017

On behalf of Wren Spangler, OCLC · QuestionPoint Cooperative Coordinator

Dear Cooperative Librarians,

Statewide Scripts

In QuestionPoint chat, we have two types ("scripts" and "URL scripts") and three levels of each (individual, institutional, statewide/shared) available to our librarians. For information on how to use and add your own individual level scripts, we have a Quality Tip and a Tutorial.

QuestionPoint Cooperative Update: May 2017

On behalf of Wren Spangler, OCLC · QuestionPoint Cooperative Coordinator

Dear Cooperative Librarians,


I am happy to share our latest news with you! 


When Are Customer IP Addresses Visible?

Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible.

How Does a URL Appear to the Customer During Chat?

When you send a URL to a customer during chat, what do they see? This guide shows how different URL protocols appear to customers in the normal chat form.

Customer Emails and Referring For Follow-Up

It's important to get customer email addresses if follow-up is needed. This guide walks you though how to do that (and what to do if you didn't).

QuestionPoint Cooperative Update: January 2017 (2016 Statistics)

Dear Cooperative Librarians,


Since we have begun a new year, it is a great time to share with you some statistics about various aspects of our Cooperative in 2016.


Three sets of statistics are detailed below:

1) Contribution Percentage Statistics

2) Scheduling Tool Statistics

3) Quality Statistics (Top 10)



1) Contribution Percentage (CP) Statistics: 2016


Quick Guide to Going Global

"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland. The global queue is almost always busy and can be a little nerve-wracking to librarians who are unfamiliar with working with non-MD customers. We've put together this guide to help out.

Best Practices for Database Access

In May 2016, a work group was convened to create a Best Practices for Database Access

document for members of the 24/7 Reference Cooperative.  The work group gathered data

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