questionpoint

QuestionPoint Cooperative Update: July 2016

On Behalf of Wren Spangler, QuestionPoint Cooperative Coordinator

Dear Cooperative Librarians,

QuestionPoint Reports: Stats for Individual Librarians

 This guide walks you through how to get statistics for your institution's individual librarians.

QuestionPoint Reports: Chat Sessions Requested and Accepted at Your Library

This guide will assist you in how to find the standard monthly stats for your institution's librarians (Chats Sessions Accepted) and customer activity (Chat Sessions Requested). Short video included.

QuestionPoint Reports: Librarian and Customer Activity

This gives a rundown of what reports to use for what numbers and where to find them.

Urgent Update: Discontinuing the Collecting and Reporting of Statewide, Descriptive Codes

Effective Friday, 7/1/16, AskUsNow! Admins will discontinue collecting and reporting Descriptive Code data at the Statewide Level.  We are taking this immediate step to focus our efforts on Statistical Sampling as the data collection model that will be most uniformed and aligned to the federal guidelines that all Maryland libraries have to follow starting in July 2016.

No Habla Español? Transfer to the Spanish Queue

Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue.

When a Customer Requests a Transcript From a Previous Session

This guide walks you through the steps of getting a previous transcript re-sent to a customer.

Statewide Scripts

Please note: This post was updated in March 2016 to show the latest scripts. - The AUN Team

Quality Control: How can we provide it like QuestionPoint and the AskUsNow! Administrators?

In reference to the "Supports the Quality of Service" section of The Responsibilities of the AskUsNow! Liaison, I have received questions about how I (the Liaison) should be reviewing chat sessions.  I have also received questions from AskUsNow! Providers about the criteria used to evaluate the chat sessions. 

QuestionPoint Administrators have graciously shared information about how they provide quality control.

How to Send a Question for Follow Up to a Non-Maryland Library

Sometimes a session needs follow-up by a non-Maryland library.  You have multiple options!

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