technical

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.

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

Statewide Scripts

Please refer to the Shared Scripts in our QuestionPoint Accounts for the most up-to-date scripts.  I am in the process of updating this page.  Thanks, Paul/AUN

Have any suggestions on improving the current scripts.  Or creating new ones?  Please contact Paul (pchasen@prattlibrary.org).  Thanks!

Quality Control Commendations and Tips for Chat Improvement: April-June 2018

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

April-June 2018

 

My aim with this post is to reiterate or remind us about five things we can do for customers on chat and email follow-up.  If you have had a site visit or were trained on chat this fiscal year, some of this info will be familiar because you were either 1) commended, 2) learned something new, or 3) were reminded about something that had not been done in a while. 

QuestionPoint Reports: Stats vs. Counts

QuestionPoint had a reports webinar today. Here's some highlights from my notes:

Activity Statistics and Counts of Current Data: What's the difference?

Quality Control Commendations and Tips for Chat Improvement: January-March 2018

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

January-March 2018

 

Our Special Library Partners are Open for Referrals!

Updated on 5/7/2018

You are one of the 200-300 librarians who actively staff Maryland AskUsNow!'s chat service. You’re part of a system that is made up of 40 partner libraries. Through your session(s), you help to cover AskUsNow! for over 200 hours a week, all from computers like yours, and all over Maryland.

Quality Control Commendations and Tips for Chat Improvement: October-December 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

October-December 2017

 

Searching the Full Text of Transcripts

Did you know you can search the full text of our chat, email, and text message transcripts? (WOO HOO!)

Here's how it works:

Searching

From the QuestionPoint homepage, click on Ask in the dropdown menu.You will now see the Search box has a drop-down menu next to it:

   

 

Quality Control Commendations and Tips for Chat Improvement: July-September 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

July-September 2017

 

Quality Control Commendations and Tips for Chat Improvement: April-June 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

April-June 2017

 

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