technical

QuestionPoint Reports: Chat Sessions Requested and Accepted at Your Library

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This guide will assist you in how to find the standard monthly stats for your institution's librarians (Chats Sessions Accepted) and customer activity (Chat Sessions Requested). Short video included.

QuestionPoint Reports: Librarian and Customer Activity

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This gives a rundown of what reports to use for what numbers and where to find them.

No Habla Español? Transfer to the Spanish Queue

Submitted by PaulChasen on 31 May 2016 - 1:28pm
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Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue.

When a Customer Requests a Transcript From a Previous Session

Submitted by PaulChasen on 25 May 2016 - 4:05pm
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This guide walks you through the steps of getting a previous transcript re-sent to a customer.

Quality Control: How can we provide it like QuestionPoint and the AskUsNow! Administrators?

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In reference to the "Supports the Quality of Service" section of The Responsibilities of the AskUsNow! Liaison, I have received questions about how I (the Liaison) should be reviewing chat sessions.  I have also received questions from AskUsNow! Providers about the criteria used to evaluate the chat sessions. 

QuestionPoint Administrators have graciously shared information about how they provide quality control.

How to Send a Question for Follow-Up to a Non-Maryland Library

Submitted by BeccaStarr on 5 April 2016 - 10:44am
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Sometimes a session needs follow-up by a non-Maryland library.  You have multiple options!

Follow-Up by Email: Referring a Chat Session to a Subject Specialist

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Are you a liaison or chat librarian who is trying to figure out if your library has a subject specialist who can effectively reply back to a customer's chat question?

  • Genealogy?
  • Maryland history?
  • Maryland law?
  • Engineering?
  • Meteorology?
  • Another Subject Specialty?

We may not have all of the subject expertise at our library.  I don't think there is one librarian who can state they specialize in every subject, even though we sometimes try hard to do it.

Using HTML Tags in the Chat Monitor

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For chat providers who want to spruce up their chat sessions:

On Behalf of Wren Spangler at QuestionPoint:

 

I've received some questions recently about the html tags that appear in some scripted messages and I'd like to provide some clarification.

Qwidget from the Customer and Librarian Viewpoints

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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:

Creating Librarian Accounts in QuestionPoint

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The 1:35 minute video below explains how AUN admins and liaisons can create QuestionPoint logins for their staff members.

NOTE: It is very important to DISABLE access to special partners like NOAA and MD NonProfits.

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