Did you know that QuestionPoint has a knowledge base component where you can store research that you’ve done for your patrons, search through those answers, and re-use appropriate information?
It’s possible that some of you have not been aware of your local knowledge base, nor of the Global Knowledge Base that is shared by all QuestionPoint users. This series of Did You Know . . . ? notes are intended to increase awareness of the knowledge base module and promote the sharing of research with one another to enhance your service to end users.
Did you know . . .
That you can save answers to questions (Q&As) that you know you or others might need again?
This might include answers on which you did a great deal of research and would not like to have to repeat . . . or maybe you’d like to spare others the need to duplicate your research. Some users save lengthy instructions on using the catalog or databases, so they don’t have to type the information over and over again.
There are three ways you can same information in the KB.
Method 1: In the Ask module:
1 Click on the question you want to save to open it to the Full Question view.
2 In the upper right-hand area of the question transcript, click on the drop-down menu Move To. Select “Knowledge Base,” and click the arrow button beside the menu.
3 Complete the top portion of the “Add New Record” form, including the Knowledge Base Copies radio buttons, and click <Create Record>.
Depending on your permissions level, you might even be able to activate (generates nightly indexing) the record. Be sure to indicate whether you think this record is OK for potential public viewing or for internal use only (Make Public: Yes or No).
You can click <Save Draft> instead of creating a record, if there is more work you’d like to do in the Question or Answer boxes.
To increase the ease with which the Q&A can later be searched, you can also complete the lower portions of the “Add New Record” form
Within 24 hours, your new record will be searchable. To search your knowledge base:
- Click on the Knowledge Base link in the left navigation bar of the My QuesitonPoint home page. You can even enter a search term right there and click the arrow button.
- OR, you can select “Knowledge Base” from the upper right corner drop-down menu. This takes you to the basic search page.
There’s another way to save your Q&As:
Method 2: In the Ask module, on the questions list page:
1 Click the check box of the question(s) you want to save. You can click more than one box, so this is a good way to save multiple Q&As at one time.
2 In the lower left of the list, click the drop-down menu Select Action. Select “Submit to KB,” and click the arrow button beside the menu. NOTE: A question must have an answer of some kind to save it to a KB.
3 Select the options you want on the new page.
Do you want to edit? Select Yes or No. You can always edit later if you want.
Add to: Choose which knowledge base(s) you want to put the Q&As in. You will probably have access to a local KB and the Global KB. If you do not, and you want to contribute records, check with your QuestionPoint administrator.
Make Public: Select Yes or No. Yes means these records will be accessible to your public if your library decides to enable a KB link.
Do you want to close? And, finally, you can decide whether or not you want to close the Q&A(s) at this time, saving an extra step.
4 Click <Submit>.
Method 3: Coming in next week’s tips!
If you believe you should be able to contribute records to your local knowledge base or to the Global Knowledge Base, but you don’t see the appropriate links or menu options, ask your administrator if you could have access. They may not be aware that they need to give permission in the Administration module.
Please contact [email protected] if you have questions.
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