learning center

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.  Be prepared to send in screenshots and as many details as possible about the issue.

Please check online to find out if the issue has been reported:

Qwidget from the Customer and Librarian Viewpoints

Teaching a provider about qwidgets? See the attachments at the bottom of the page.

Have you had a chance to see the qwidget in action?  The qwidget is located on numerous webpages on MD library websites.

Here is an example of the Pratt Library’s qwidget on its Databases webpage, http://www.prattlibrary.org/research/database/index.aspx:

QuestionPoint Install and Updates: Sunday, October 12, 2014

This fix is specifically to restore the functionality of the refer to email partner capability in the Ask module reported after the previous install. No Release Notes accompany this install.

For prior install updates, go to http://questionpoint.blogs.com/


Paul Chasen

Statewide Coordinator, Maryland AskUsNow!


Chat Practice Checklist

When practicing with chat, here's a list of items to make sure you know how to do:

Quality Tip: Customers and their Transcripts

I get a lot of questions about resending transcripts to customers that didn't get them. So here's the skinny on what goes on with transcripts and how to get them to your customers again:

Choosing Queues - How to Decide

Whether you're an academic or public library provider, you can log onto chat in a few ways :

Is it always this slow? (I'm not getting any customers!)

Local Maryland public and/or academic queues may be slow at times, especially during any term breaks and holidays.  It may be, however, that the hour you are covering just happens to be low in traffic.  If you find that you're constantly logging in during a slow hour and would like to get back into action, where what you can do:

When Providing Resources: Slow Down

It often feels like we have to rush when doing chat with our online customers -- even though we don't! Cutting corners on time can show up in various ways, but one of the most common is by skipping over essential information about the sources we’re providing.

The following is an example of 'throwing sites' to a customer in an attempt to hurry and satisfy the customer's request:

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