Using QuestionPoint for Email Reference - Pitch to Howard County

The Howard County Library has been a member of Maryland AskUsNow! since 2003. During this time, HCL librarians have provided live chat service to HCL, Maryland and other customers around the globe as well as email follow-up to HCL customers who needed additional assistance outside of chat.

notes from the QuestionPoint Virtual Users Group meeting

This morning at 8am was one of the three QuestionPoint Virtual Users Group meetings. This one was early in the day to make it easier for the European contingent to join in.

You can see the slides and read my raw notes (pdf) but here are the highlights from the QuestionPoint update portion of the meeting:

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!

turn off your music while chatting

music notes

Do you listen to music while working? Julie loves to! Music can get you into a groove and help speed up (and liven up) repetitive tasks!

QuestionPoint install this coming Sunday

Please be aware of QP install coming up on Sunday, December 12:

We are installing a couple of new features, improvements, and fixes to QuestionPoint on  Sunday morning, December 12."

This install will provide new "wait time messages" for patrons to see while waiting for a librarian to connect.  These messages are incremental and most can be customized.

QuestionPoint Issues

As of 12/03/2010 7:57 AM ET, some QuestionPoint chat forms are currently unavailable and will return. This means that a customer will be unable to access chat (the question where they put in their question). At this time I am unaware if the Qwidget is similarly effected. Thanks for your patience. 

Update: 12/03/2010 8:35 AM ET: Issue RESOLVED

Institution Stats: Finding out how many librarians

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

Getting statistics for your institution: customer and librarian stats

 This guide will assist you in how to find the standard monthly stats for your institution's librarian and customer activity. Short video included.

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 who requests it.

Quick Guide to Going Global

"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland - from the rest of the libraries in the 24/7 Reference Cooperative of which we are a part. 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.

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