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! 


1. Product enhancements

The April 23, 2017 release included enhanced accessibility and easier handling of e-mail non-delivery reports. Here is a link to the full release notes:


2. Upcoming Webinar: Expanding Your Reference Reach through Marketing

Do you want to reach more people through your virtual reference service? A new marketing approach could help. Get essential best practices for creating smart marketing campaigns that create awareness and engagement. Learn the specific steps one library took to plan, launch and amplify a successful campaign.

Date: 17 May 2017

Time: 11:30 AM – 12:00 PM Eastern Daylight Time, North America [UTC -4]



3. Share Your Reference Stories

To help all of you share your best reference experiences, we’re excited to introduce a monthly featured story from the QuestionPoint community! Visit to read stories from your colleagues and tell us about your own experiences!


4. Listserv migration

On May 9, 2017, our QuestionPoint listservs were migrated to a new domain. Instead of, the domain is now

To post messages to the Cooperative discussion list, use this address:


To post messages to the worldwide QuestionPoint community (including software-only libraries that are not part of our Cooperative):


To view archives of postings to the Cooperative discussion list, use this link:

To view archives of postings to the worldwide QuestionPoint community, use this link:

You will need to log in to the password-protected listserv interface in order to access the archives.


5. Summertime schedule changes

Academic libraries often change their schedules in the summertime, so please let me know if you need to make any changes to your Cooperative monitoring shift times. I will plan to contact you if I have not heard from you by the end of this month.


6. IM and Transfer Best Practices

Institution administrators, please share this information with the chatting librarians at your library:

Always ask for (and receive!) confirmation via IM before transferring to an individual librarian. Otherwise, it is a "blind transfer" and the librarian might not really be present (leaving the patron hanging with no response), or might be ending a shift and is unable to assist another patron.

Librarians with the "Ask Administrator" account privilege have an additional tab on the Chat Monitor: the "All" tab. This tab gives the administrative librarian the ability to view and enter live chat sessions that originated from their institution. This feature serves as a useful method of training new librarians on chat, but it can be disconcerting if a local librarian jumps into a Cooperative librarian's session and starts chatting with the patron. Per Cooperative Policy 5.4, the administrative local librarian should send an IM and request a transfer through the normal process before sending any chat to the patron.

But what should a chatting librarian do if a local librarian doesn't follow Cooperative Policy 5.4 and jumps into the chat session without warning? The chatting librarian should transfer the session to the local librarian. Doing so will allow the chatting librarian to leave the session so the local librarian can continue the session with the patron. The first chatting librarian should never end the session, because that will terminate the chat for both the patron and the local librarian.



I hope this information is useful to you! Please let me know if you have any questions or comments, and thank you for your continued participation in QuestionPoint's 24/7 Reference Cooperative!


Wren Spangler

OCLC · QuestionPoint Cooperative Coordinator