QuestionPoint: 24/7 reference services

Reference Cooperative Coverage Training Opportunity - July 17, 2008

Susan McGlamery will conduct a free training session for librarians who are currently participating and need a refresher or are new participants in the 24/7 Reference Cooperative on Thursday, July 17th, from 2:00-4:00 p.m Eastern Daylight Time (1:00 p.m. CT, 12:00 noon MT, 11:00 a.m. PT, 4:00 p.m. GMT). Policies and procedures used in the 24/7 Cooperative will be discussed. This session assumes familiarity with the QuestionPoint software.

NOTE: This web session uses WebEx for the visual portion of the presentation and a toll-free dial-in conference call for the audio portion (voice-over IP is not available). If you have not previously participated in a WebEx session, you may want to contact WebEx Customer Care at the telephone number shown on this page prior to the meeting to ensure you will be able to access the session: https://my.webex.com/join

If you would like to attend, please register as soon as possible as seating is limited. The registration site for this free session is located at:

https://www.sporg.com/pom/registration?cmd=event_info&event_id=110498

Steps to take after the QuestionPoint install to address a performance issue

Hello QuestionPoint subscribers:
As mentioned on the QuestionPoint listserv and on this blog, there will be a QuestionPoint install to address a performance issue.

QuestionPoint chat users must update the QuestionPoint Flash-based chat monitor after the service is restored. After the install, please complete the following to ensure that you are using the updated version.

1. Clear your Temporary Browser Files (also known as browser cache) by following these steps:

a. Open Internet Explorer

b. Click on Tools

c. Select Internet Options from the dropdown menu

d. Click on the Delete Files button  under the Temporary Internet Files menu

e. Place a check in the Delete All Offline Content box

f. Click the OK button

g. When the Deleted files box closes, click OK to close the Internet Options box

2.    Refresh the Chat Monitor before picking up your first patron by following these steps:

a. From the My QuestionPoint page, click on Chat from the dropdown menu or from the Quick Links list to open the Chat Monitor

b. Wait for the chat monitor to load in a 2^nd browser window

c. Click OK to the alert telling you to Select which Queues to monitor

d. Press the F5 key on your keyboard (this will reload the chat monitor)

e. Click the Retry button on alert box that appears.

f. Click OK on the alert telling you to Select which Queues to monitor

g. Select the queues to monitor

h. Begin monitoring

If, during a chat session with a patron, you encounter an issue with your chat messages not appearing in the chat monitor’s transcript window after clicking Send, please contact OCLC Customer Service immediately.

ANNOUNCEMENT: QuestionPoint service interruption

Dear QuestionPoint subscribers:
We are currently experiencing technical issues with QuestionPoint that may cause performance slowdown.

Please be advised that at 10:00 GMT, tomorrow, May 6, we will interrupt QuestionPoint service to perform critical maintenance to resolve these issues. We expect to have service restored within 15 minutes (or by 1015 GMT). Please try to end any chat sessions in progress immediately prior to that time, so as to avoid sudden session interruptions.

Once service is restored, please check your “New” questions lists for any interrupted chat sessions or unanswered email questions.  You may consult the blog at http://questionpoint.blogs.com for details.

We regret any inconvenience.

The QuestionPoint Team.

 

Chers utilisateurs de QuestionPoint,

Nous remarquons actuellement des difficultés techniques dans QuestionPoint qui peuvent affecter la performance du service. Nous nous excusons de cette situation et tentons de résoudre le problème.   Veuillez prendre note que le service QuestionPoint ne sera pas disponible de 10hrs 00 TU à 10hrs 15 TU,  le  mardi 6, mai , le temps d’une installation d’urgence.

Nous prévoyons que le service sera rétabli à l’intérieur de 15 minutes [ou pour 10hrs 15 TU].   Veuillez essayer de mettre fin à vos sessions de CHAT en cours avant l’interruption afin d’éviter que la communication avec vos utilisateurs ne soit coupée. Lorsque le service sera rétabli, vérifiez dans vos listes de “Nouvelles” questions pour les sessions de CHAT interrompues ou les nouvelles questions par courriel.

Pour plus de détails, prière de consulter le blogue de QuestionPoint.

Bien à vous,
L’équipe de QuestionPoint

QuestionPoint marketing workshop - hosted by OCLC Western

If They Don't Know About it, They Won't Come! Marketing Virtual Reference

It’s likely that members of your own library staff aren’t aware of virtual reference, let alone John and Jane Public. So how can you raise awareness? By marketing, of course; but effective marketing is more than splashy promotions, eye-catching graphics and clever messages. Success is grounded in constant attention, creativity, listening to customers, and being passionate about all that libraries have to offer.

Join OCLC Western libraries and others for this two-hour online workshop presented by Buff Hirko, former Statewide Virtual Reference Coordinator for the Washington State Library and co-author (with Mary Ross) of Virtual Reference Training:  The Complete Guide to Providing Anytime, Anywhere Answers.  Two sessions are being offered, May 13th and June 5th.

This course will introduce concepts and techniques that tempt folks to use your chat service, and keep them coming back. In addition to basic marketing guidelines, we will also discuss examples of creative promotion, cost-effective tools, and design principles and resources. It is a perfect course for chat service providers and managers from academic and public libraries who want to increase their visibility and understanding of virtual reference.

For more information and to register, please visit the workshop page on OCLC Western’s site at  

http://www.oclc.org/western/training/courses/descriptions/W915.htm.

ANNOUNCEMENT: QuestionPoint Install Sunday, April 27

 

Dear QuestionPoint subscribers:

We will have a maintenance install this Sunday, April 27, at 3:00 a.m. Eastern Time, 0700 GMT.  We expect the service to be available again within 15 minutes.  Below is a list of apparent changes, with descriptions.  Please be sure to end all active chat sessions before the system is brought down; check your New list when service is restored for any interrupted chat sessions or unanswered email questions.  If you experience any outage after the projected downtime, please contact your customer service provider for assistance.

 

Here are the user-apparent changes you can expect to see following the install planned for Sunday morning, April 27. Watch the list and the My QuestionPoint home page announcements for exact install time.

1. We have fixed the problem that allowed patrons to send across the less-than character ( < ) in their question or chat text, thereby inadvertently hiding all text that followed the special character. The character is now filtered and rendered in such a way that it no longer hides the text that follows.

2. Patrons of libraries that have enabled Captcha for their hosted e-mail web forms see the following page after submitting their questions. They must enter the letters they see there for their question transaction to continue. With this release we have added wording that explains why this is necessary (“To help us prevent spam, please type the characters you see in this picture”), as well as icons to the right, which enable the patron to choose another picture for the test, to hear the letters read aloud, or to get Help.

3. If your administrator has indicated that chat users are to receive a survey request, a link to the survey will now appear in the Qwidget window, as well as in the e-mailed transcript.

4. Administrators of libraries that offer the Qwidget as a contact option to patrons will now see statistics for usage appear as a line item in the Chat portion of Activity Statistical reports

5. Administrators will notice that an “Admin” quick link is back by popular demand! A link at the bottom of the left-hand navigation bar will allow administrators to jump directly into the Administration module.

 

QuestionPoint installation d'entretien du service

Chers utilisateurs de QuestionPoint,

27 avril 2008: Veuillez prendre note que le service QuestionPoint ne sera pas disponible de _0700  TU à __0715 TU, le temps d’une installation d’entretien du service. Veuillez vous assurer de mettre fin à toutes vos sessions de CHAT actives avant l’interruption afin d’éviter que la communication avec vos utilisateurs ne soit coupée. Lorsque le service sera rétabli, vérifiez dans vos listes de “Nouvelles” questions pour les sessions de CHAT interrompues ou les nouvelles questions par courriel. 

Si vous avez des problèmes après le retour du service, n’hésitez pas à contacter votre fournisseur d’assistance technique.

Nous nous excusons de cette interruption.

Bien à vous,
L’équipe de QuestionPoint

 

Installation d’entretien prévue le 27 avril

23 avril 2007

Voici les modifications apparentes que vous pourrez voir après l’installation prévue dimanche matin le 27 avril. Consultez la liste et les annonces dans l’écran Mon QuestionPoint pour l’heure exacte de l’installation.

1. Nous avons réglé le problème qui permettait aux utilisateurs d’envoyer le symbole moins que ( < ) dans leur question ou leur texte de Chat, et qui cachait tout le texte qui suivait ce symbole. Ce symbole sera maintenant filtré et généré de façon à ce que le texte qui suit ne soit plus caché.

2. Les utilisateurs des bibliothèques qui ont activé Captcha pour les formulaires de questions par courriel qu’elles hébergent voient l’écran suivant après avoir envoyé leur question. Ils doivent inscrire les lettres affichées dans cet écran pour poursuivre l’envoi de la question. Nous avons ajouté des explications indiquant pourquoi l’entrée de ces lettres est nécessaire (« Pour nous aider à contrer les pourriels, veuillez inscrire les caractères que vous voyez dans cette image »), de même que des icônes dans la droite qui permettent à l’utilisateur de choisir une autre image, d’écouter la prononciation des lettres affichées ou d’obtenir de l’aide.

3. Si votre administrateur a choisi qu’une demande de sondage apparaisse aux utilisateurs du Chat, un lien à ce sondage apparaîtra dans la fenêtre du Qwidget ainsi que dans la transcription de Chat envoyée par courriel.

4. Les administrateurs des bibliothèques qui offrent le Qwidget comme option de contact aux utilisateurs verront les statistiques d’utilisation qui apparaîtront sur une ligne dans la partie Chat des rapports de statistiques sur les activités.

5. Les administrateurs remarqueront que le lien rapide « Admin » est de retour à la demande populaire! Un lien dans le bas du menu de gauche permettra aux administrateurs d’aller directement dans le module Administration.

Texas Library Association QuestionPoint Users Group Breakfast Meeting

OCLC invites you to join the  TEXAS LIBRARY ASSOCIATION QUESTIONPOINT USERS GROUP BREAKFAST MEETING

Please join us for an update on current product enhancements and a chance to share your experiences and success stories with others.

Roundtable discussion topics will include (but aren’t limited to):

• Collaboration - either with other QP users/groups or outside groups who use your library's QP service
• TLA Special for libraries interested in joining the 24/7 Cooperative    
• Setup and Support - suggestions based on  individual experience about what worked for them and what "we" (AMIGOS/OCLC) could do differently?

Date/Time:

Thursday, April 17, 2008 8am – 9am

Place:

Hyatt Regency Dallas

Moreno A - Room

Registration:

Users group meeting is free.

Information:

Contact

Lauri McIntosh / mcintosl@oclc.org / 866-284-4895

or

Susan McGlamery at / mcglames@oclc.org    

Spring 2008 QuestionPoint Users Group Meeting

Visit http://www.loc.gov/flicc/ma/2008/ma0817.pdf for the Meeting announcement:

 

FEDLINK and OCLC Eastern invite you to join us for the SPRING 08 QUESTIONPOINT USERS GROUP MEETING

Please join us for an update on current product enhancements and a chance to share your experiences and success stories with others.

 

Roundtable discussion topics will include (but aren’t limited to):

• Collaboration - either with other QP users/groups or outside

groups who use your library's QP service.

• Staff training/Buy-in - how to get your staff interested or

enthusiastic about using QP (insider tips).

• Marketing without Money - focus on brainstorming ideas of how to

market/promote the service with little to no budget.

• Setup and Support - suggestions based on  individual experience

about what worked for them and what "we" (RSPs/OCLC) could do

differently?

 

Date/Time:

Tuesday, April 22, 2008

9:00 am - 12:00 noon

(Public is allowed access to the LOC at 8:30am)

 

Place:

Madison Building (Mumford Room) - 6th Floor

Library of Congress,

101 Independence Avenue, SE,

Washington, DC

Directions to the Library of Congress

http://www.loc.gov/loc/visit/directions.html

Sponsors:

FEDLINK and OCLC Eastern

 

Registration:

Users group meeting is free but RSVP’s are requested. 

Please respond to Holly Kerwin at hnic@loc.gov or 202-707-4854. 

 

Information:

Contact Holly Kerwin at 202-707-4854 / hnic@loc.gov or

Paulette Hasier-Koontz at 202-331-5771 Ext. 206 / hasierp@oclc.org

Brief downtime Tuesday morning, March 25

Hello QuestionPoint subscribers:
QuestionPoint will be unavailable for a very brief time Tuesday morning, March 25, at 1000 GMT. We anticipate only a 15-minute outage. This outage is necessary to implement important fixes and upgrades. Please be sure to end any chat sessions in progress before that time and check your NEW folder for any missed or dropped sessions once the system is back up. Also be sure to save drafts of any in-progress answers you are writing in the Ask module.

Among the user-apparent problems that are being fixed or upgrades being implemented are:
FIXES:
Descriptive Codes report incorrect linking to transcripts. Now reporting correctly.
Additional descriptive codes unintentionally ommited in March 2 install.
The Send Message button, on the Ask/Answer page, fixed.
Participant lists, now linked from the My QuestionPoint page, right margin, fixed.
Chat session time-out has been set back to a total of 4 minutes: 3 minutes after a patron has X’ed out of his session browser, the librarian will see the red diamond by the patron’s name; after 1 more minute, the patron-not-connected message appears.

Default email messages again appear in the language indicated in the question form html script. This problem was first noted by a Slovenian and a German library.

Special characters are now passed through the Qwidget transcript as expected.
CHANGES:
A note on the My QuestionPoint/Reports/Sessions reports pages clarifies what is included in the “Our Sessions with Others’ Patrons, BME’s” count.

We regret the inconvenience this brief downtime may cause, and we appreciate your patience.
Paula Rumbaugh
QuestionPoint Team

Webinar: Promoting Virtual Reference Services on (and off) Campus

Over 180 attendees registered for our webinar on promoting virtual reference in academic libraries on March 18, 2008.  Our two speakers - Wendy Haynes of the University of Wolverhampton, and Nancy Huling of the University of Washington.

Here is a recording of the webinar: http://www.oclc.org/us/en/questionpoint/overview/websessions.htm (or click on the link to "Promoting Virtual Reference On and Off Campus")

In addition, Wendy and Nancy have made their presentations available here:

http://www5.oclc.org/downloads/presentations/qp080318_wendy.ppt
http://www5.oclc.org/downloads/presentations/qp080318_nancy.ppt

More about this webinar and our speakers:

Virtual reference provides a great opportunity to guide students to the best resources when they need your help the most. Our two speakers, both heading successful virtual reference services at large academic libraries (the University of Washington in the United States and the University of Wolverhampton in the United Kingdom) will share their tips on promoting their chat and e-mail reference services to students on campus and off, and discuss what works to capture the attention of their campus constituencies. For example, the University of Washington saw an increase of 43% in chat and e-mail activity during the 2006–2007 academic year as a result of effectively promoting their service.

Although our panelists will be speaking of their experiences in promoting virtual reference in academic libraries, many of the same techniques can be used in any type of library.

Our speakers:

Wendy Haynes became the project champion for the University of Wolverhampton’s new virtual reference service, ASSIST, in September 2006. She has successfully driven the project through to the expected embedding of the service in 2008. During 2007, she completed her MSC dissertation on evaluation of virtual reference services.

Nancy Huling is Head of Reference and Research Services at the University of Washington Libraries. In January 2002, with the participation of her colleagues, she launched the UW Libraries live chat service and simultaneously established a cooperative chat monitoring arrangement with Cornell University (both Cornell and UW are now in the 24/7 Reference cooperative). Nancy is a member of the QuestionPoint Users Council and the QuestionPoint 24/7 Reference Advisory Board.

Post your comments and questions:

Please feel free to post your comments or questions in the comments section of this blog, and our speakers will respond.  Thanks to all who attended our webinar, and stay tuned for additional webinars in the near future!

Documentation update: March QuestionPoint release

Documentation updates for the March QuestionPoint release are now available.

Links to the updated or added documentation and descriptions of the changes are available in the What's New area of the QuestionPoint Documentation page.

The QuestionPoint team welcomes your comments and suggestions about the documentation. Please contact me or click the Comments? link on the Documentation page.

Ken Thomas
Documentation writer
QuestionPoint team
thomask@oclc.org
voice: 614-764-6343, 800-848-5878 ext. 6343
fax: 614-718-7308