The QuestionPoint user group meeting at ALA Midwinter, 2009, was held on Sunday, January 25 2009 at the Denver Convention Center. Approximately 25+ people attended. After the QuestionPoint update (.ppt slides attached), attendees were asked to list their “Top 5 Requests for QuestionPoint”:
Top 5 Requests for QP:
• Qwidget (24/7 roll up option & mobile access)
• Cobrowse - please work
• Text messaging integration
• Better coop management tools for BME Admins (for statewide admins with multiple BMEs)
• Customer/librarian is typing messages
Positive Comments
• Seriously I feel so happy w/ new version that I can’t think of too many ways to improve it
• Response time is great!
Functionality Requests already present in the interface
Several attendees requested functionality that is already present. Next to the request is a link to the help guide for that feature:
• new patron alerts: http://www.questionpoint.org/crs/html/help/en/ask/ask_flash_settings.html
• email notification for questions with follow-up: http://www.questionpoint.org/crs/html/help/en/admin/ad_emailNotification_task.html
• current customer new message browser alert: http://www.questionpoint.org/crs/html/help/en/ask/ask_flash_settings.html#CHDEGEED
• IM notification: http://www.questionpoint.org/support/documentation/gettingstarted/qp_flashchat_im_transfer_guide.pdf
• Transfer to queues (partially present): A librarian can transfer to the After Hours queue and the Spanish queue (but no other queues):http://www.questionpoint.org/support/documentation/gettingstarted/qp_flashchat_im_transfer_guide.pdf
• When session is closed it still shows up in active questions list: This can be prevented by use of the Exclude option: http://www.questionpoint.org/crs/html/help/en/admin/ad_chattranscripts_ovrvw.html
Wanted Functionality: Additional Items
Attached is a list of requests not listed above, from this breakout session:
• develop mobile version and/or texting capability
• See the patron history- though I know this may not be possible.
• Size the chat window vertically
• See chat monitoring tool from the chat page (rather than having to go home)
• Bridge to IM services (AIM/GTALK)
• Transcripts API
• Pop-up notification if you forgot to choose a resolution code before closing out.
• Better transcript delivery in Qwidget
• Easier way to get email in qwidget
• Better/more OPAC integration and support
• A way to block certain patrons
• Qwidget as mobile app
• Searchable transcripts
• Ability to send questions via twitter and have it get sucked into VR management system
• time stamp of librarian’s last message [Note: Every librarian message has a timestamp in the question history]
• pictures or avatars of librarians and patrons (if they wish) + importance of branding and making connections
• common scripts for everyone sharing scripts across groups (see other BME/SUPs scripts while not in chat with one of their customers).
• in qwidget, when offline, email questions are coming in as multiple emails (maybe if there are return strokes?)
• Forms manager- work better to provide better messages in qwidget. Message customization
• Pushed filled in forms pages. For example, a catalog search example.
• Attached docs as pdfs need to be searchable
• Ease of use in countries with other languages
• Better searching in the knowledge base [Note: the QP blog has tips on searching in the KB.]
• Help txt in pdf
• Email: icon to show there is a note from the librarian
Table Discussions:
After the Top 5 discussion, attendees had small group discussions. The following topics were discussed:
- roll up of Qwidget to Coop
- instructions on how to transfer to a queue
- scripts clearinghouse
- tips on monitoring local Qwidget plus national Coop
- promo ideas: radio spots (WiLS); table at Farmers Market (UC San Diego)
- what distinguishes QP from free IM solutions
- how to sell the Coop to local libraries (how to get them to participate)
Here is the PowerPoint presentation with the QP update:
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