New Flash Chat Features

Hi, my name is David Leslie and I am the Product Implementation and Support Analyst for QuestionPoint.

I’m thrilled to introduce the latest enhancements to the QuestionPoint chat pilot. As may already know, we’ve been developing a new librarian chat interface that uses Macromedia’s Flash technology.

You can access the pilot interface and Dynamic Patron Chat form (more on that below) from your MyQuestionPoint page. With the November 4 install, we have added the following features to the chat pilot.

Chat Queues:

When you open the QuestionPoint Flash Chat Pilot, you’ll notice the green Queues link at the top right of the monitor. This allows you to change the QuestionPoint Queues you are monitoring, including the new Practice Queue. Speaking of the Practice Queue…

Practice Queue:

Now you can practice and train your staff within their actual accounts at questionpoint.org using live chat sessions without worrying about special set up or impact to your public service. Just remember, while you monitor the Practice Queue, you can’t monitor any other public queues.  So, how does a "patron" get into the Practice Queue?

Dynamic Patron Chat Form:

By clicking on the link for "Flash Chat Patron Test Form" you’ll have a patron chat form that when submitted, will take you into the Practice Queue from the patron’s perspective. Also, this chat won’t count in your statistics if you leave the checkbox checked at the top of the form.

As with everything, your feedback is critical as we move the service forward. So please, take a moment and post a comment letting others in the QuestionPoint community know how well the Flash Chat Pilot is working for you and your colleges.  We've also set up a survey where you can leave more detailed feedback.

Please let us know what things are working well as well as those things you’d like changed or added in future releases.

Just so you know, we might not be able to address every issue but we do read and consider every item of feedback we receive. Meanwhile, keep checking this space over the coming weeks as we share more information on service changes and resources to help you serve your patron.

Cheers,

David

edited to correct the link

Comments

[Karen Seymour]

When testing the Flash Chat Pilot as a patron we were getting the message. We are currently not available to chat. Please see our Web page for our regularly scheduled hours and for other options for contacting us. Could you please advise what i might be doing wrong.

Thanks
Karen

[Ken Thomas]

Uncheck the Practice box on the patron test form if you did not or could not check the Practice Queue Only box in the QuestionPoint Queues window.

There is a guide to the pilot version available at
http://www.questionpoint.org/support/documentation/gettingstarted/qp_ref_flashchatpilot.pdf

This PDF guide contains several screen shots of the pilot version.

[Account Deleted]

I submitted my comments over a week ago, asked for a response, and haven't gotten one. Not even a "thanks, we got your message." I had major problems using the new chat, and would like to know if the issues I mention are going to be addressed before release or not.

[Jeff Penka (OCLC)]

Hi everyone, this is Jeff Penka with the QuestionPoint team. I wanted to make sure that you all knew we have been very actively collecting your comments, suggestions, and feedback (over 100 to date) and trying to follow up with each of you as they come in. If you haven’t heard from us, please be patient and keep the comments coming. As we move toward the Dec. 11 install, we have made approximately 150 additions, tweaks, and enhancements to the version of the pilot you are currently seeing in production.

We have been trying to show the latest and greatest from the current development environments when discussing the service publicly (VRD and the Virtual User Group Meetings). We will be posting updated documentation and training materials in the coming weeks along with listings of the changes based on your feedback.

Thank you again for all your help. The last year has been very busy, but your involvement has really helped shape this next generation of the QuestionPoint Service and the 24/7 Reference Cooperative.