technical

IM Transfer: You've Sent An IM to Another Librarian, But Never Receive a Response! Why?

The instant messaging (IM) and transfer feature on QuestionPoint have been around a long time, but isn't used as often as it could be.  Since we don't do it very often, the ability to remember what to do fades. Here are some pointers:

There are at least a couple of reasons a librarian may not be responding to your IM --

Chat Technical Help

New layout, same great information!

When Are Customer IP Addresses Visible?

Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible.

How Does a URL Appear to the Customer During Chat?

When you send a URL to a customer during chat, what do they see? This guide shows how different URL protocols appear to customers in the normal chat form.

Quality Control Commendations and Tips for Chat Improvement: October-December 2016

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

October-December 2016

 

Customer Emails and Referring For Follow-Up

It's important to get customer email addresses if follow-up is needed. This guide walks you though how to do that (and what to do if you didn't).

Quick Guide to Going Global

"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland. 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.

Best Practices for Database Access

In May 2016, a work group was convened to create a Best Practices for Database Access

document for members of the 24/7 Reference Cooperative.  The work group gathered data

Quality Control Commendations and Tips for Chat Improvement: July-September 2016

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

July-September 2016

 

The following commendations and improvement points are based off of praise and constructive criticism from 1) the Statewide Coordinator and Support for Operations, 2) Liaisons, and 3) QuestionPoint and out-of-state/country Liaisons

 

Top Five Chat Librarian Commendations:

Policy Pages: How Do We Improve Them?

Thanks to the feedback from the September 2015 Liaison Meeting, we have developed templates (They can also be used as customized scripts.) that your library may add to their policy pages.

What policy pages improvements will we post?  The improvements deal with topics that:

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