How To Send Chat Sessions to Other Liaisons, the AskUsNow! Statewide Coordinator and Support for Operations, and/or QuestionPoint for Further Review

How To Send Chat Sessions to Other Liaisons, the AskUsNow! Statewide Coordinator and Support for Operations, and/or QuestionPoint for Further Review

This guide concludes that the Liaisons (or designated staff) who review chat sessions:

  • know how to retrieve the chat session transcripts.
  • know the importance of resolution codes.
  • will review chats from providers who help out their customers, and their own library's providers.

 

Based on the "How to Review Chat Sessions" guidelines at http://askusnow.info/staff/liaisons/qualitycontrol/reviewingchatsessions, it has been determined that a chat needs constructive criticism or feedback for improvement, and that feedback needs to be sent to the appropriate library and its supervisors.  What do we need to do?

1.  Know who provided the chat.  

  • Was the chat provided by an AskUsNow! provider?
    • Yes, and the librarian somewhat satisfied the customer's needs:  label as "FYI," give a brief explanation about the FYI, and send to the Liaison of that library.  Their contact information is available at http://askusnow.info/staff/contact.  
    • Yes, and the library did not satisfied the customer's needs:  label as "Complaint," give a brief explanation about the Complaint, and send to the Liaison, the Support for Operations, and the AskUsNow! Statewide Coordinator.
    • No...please go to the next step.
  • Was the chat accepted by another member of the QuestionPoint 24/7 Cooperative?  Or a QuestionPoint Back-Up Librarian?
    • Yes, and the librarian somewhat satisfied the customer's needs:  label as "FYI," give a brief explanation about the FYI, and send directly to the library using the "Send to Quality Control" or "Quality Subject Expert" functions.
    • Yes, and the librarian did not satisfy the customer's needs:  label as "Complaint;" give a brief explanation about the Complaint, and send directly to the library using the "Send to Quality Control" or "Quality Subject Expert" functions.  
    • If you do not know how to use the QuestionPoint software to send the chat, please email to QPQuality@oclc.org. 

2.  Be brief in the explanations:  we suggest 1-3 sentences or bullet points at the most about why the chat needs further review.