Dear QuestionPoint subscribers,
In June 2006, the QuestionPoint Transition Task Force prepared a survey for QuestionPoint subscribers, to obtain feedback on QuestionPoint development priorities, and to provide a place for user comments about the service. The link to this online survey was sent to the QuestionPoint listserv and appeared on the QP announcements page.
The survey was available from June 9 to June 30; in that time, 642 users responded. Here is a summary of those responses:
The survey respondents represent all types of QuestionPoint users: those who use Flash-based Chat, those who use the standard html-based chat, and those who only use email; those in the 24/7 Reference Cooperative and those who are not; knowledge base users; and members of the Global Reference Network. Responses came in from all corners of the QP community, across the globe: 60% were from the U.S., 20% were non-U.S., and an additional 20% are not identified. The majority of the 642 responses were from librarians who are using the Flash-based Chat (71% of respondents) and are participating in the 24/7 Reference Cooperative (65% of respondents).
The survey gave the QuestionPoint team great feedback regarding QuestionPoint's ongoing development, now that the merger with 24/7 Reference is in the final stages of completion. The number one priority for future consideration, according to those who filled out the survey, is "improve co-browsing". In addition, almost half of the survey respondents rated "integration with commercial Instant Messaging" as a top priority, followed closely by accessibility (defined as "developing QuestionPoint to be usable for individuals with various disabilities"); reporting tools; and referral network of subject specialists.
Respondents also used the comment forms to voice their concerns about the QuestionPoint software and the 24/7 Reference Cooperative. Most of the comments related to stability and reliability of the software, response time and interface design issues. The Team is happy to report that we continue to see improvements in these areas. We are always working to further enhance current performance with an eye to future needs.
In addition, there were several comments from 24/7 Reference Cooperative members regarding the following areas of concern: policy page inconsistency, picking up patrons/wait time, quality and best practices.
These comments will be reviewed by the 24/7 Reference Advisory Board for further action. All 24/7 Cooperative members, stay tuned to the 24/7 Reference listservs for further developments regarding the 24/7 Reference Cooperative.
The QuestionPoint team thanks each of you who filled out the survey.
Your feedback is very important to us, and we appreciate the time you took to let us know your major concerns about the current service and your suggestions for the future. We will keep you apprised of service development through our listserv, announcements page, and QP blog.
We encourage you to continue to give us your comments (using the feedback forms on http://questionpoint.org) as we work together to continue evolving this cooperative reference management solution to meet your needs.
The QuestionPoint Team