questionpoint

QuestionPoint Cooperative Update: November 2017

On behalf of Wren Spangler, OCLC · QuestionPoint Cooperative Coordinator

 

Dear Cooperative Librarians,

The librarians in the United States will be celebrating the Thanksgiving holiday at the end of this week, and I wanted to share with you that I am grateful for...

 

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:

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: October 2017

On behalf of Wren Spangler, OCLC · QuestionPoint Cooperative Coordinator

 

Dear Cooperative Librarians,

 

Historically, October has been one of our busiest months of the year. I thought it might be helpful to share some suggestions for providing high-quality service in the most efficient manner possible.

 

1) IM and Transfer: Be efficient in your communication with your colleagues!

QuestionPoint Cooperative Update: August 2017

On behalf of Wren Spangler, OCLC · QuestionPoint Cooperative Coordinator

Dear Cooperative Librarians,

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

 

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