QuestionPoint held a user group meeting at the ACRL,conference in Philadelphia, on Friday April 1, 2011. Carol Bonnefil of the QuestionPoint team provided the QP update; slides are available here:
The group discussed the latest enhancement planned for QuestionPoint, Full Transaction Searching. This feature is scheduled to be released on May 8. The ability to "act upon questions" was requested from the "Review Transcripts" area.
During the discussion portion, the following topics came up:
"Class bombs": Although more of an issue with the public library services, some academic libraries reported this as an issue. This has been a discussion item with the 24/7 Reference Advisory Board, and the Board will look at adding a specific policy for this in the 24/7 Reference Policies.
When to send to Quality: One librarian reported sending more Quality comments in the past, especially regarding Back Up staff, but now she doesn’t send as many because (1) Back Up staff have measurably improved and (2) there is a question whether the librarians who are "targeted" would learn something by virtue of the comment. Others commented that sometimes a librarian gets traumatized by being called out. Susan McGlamery (Cooperative Manager) comment: this has a lot to do with how the Quality comments are communicated. Libraries are encouraged to send sessions to Quality whenever there are any concerns about any session, and of course it’s great to send compliments to Quality too! This is really the best way we have of ensuring that Coop patrons get the best service possible. See Procedures for Sending to Quality in the 24/7 Reference Policies. Some common reasons to send to Quality: incorrect resolution code, incorrect information provided/failure to consult library’s policy page.