Quality Tip: Use "Send Message to Librarian" if you selected the Wrong Resolution Code!

"Oops! I meant to send that to Followup!" you exclaim in dismay as you read the message on the screen: "Resolution code set: Answered." You had already verified the patron's email address because the patron had asked to receive a response from the local librarian.

What should you do now?

Fortunately, it is fairly easy to fix this not-so-uncommon situation!

First, go to the My QuestionPoint homepage and click the "Active" link (found in the "My Questions" section in the left-hand sidebar). There, you will see a list of sessions you have marked Answered; you can click on the correct question to open the full Question History.

When you click the "Send Message to Librarian" link (found in the middle of the "Question Detail" section of the patron's information, above the actual transcript text), you will see a message box preceded by the question ID and the local librarian's email address:

 

Before typing your message, you should take a look at the "To:" field to make sure that the message will be going to the email address of the library you wish to contact. (If you have any questions, just click the Cancel button and send to Quality instead).

Here is a sample message you can send:

I meant to send this question to followup but accidentally chose the Answered code. Would you send an Answer to the patron? Thank you!

<Your Name>, <your email address>

If you are a librarian who has received one of these messages, you can simply go into QuestionPoint and view the Question ID…just click the Answer button to send a response to the patron.

Note: If you are ever uncertain about a message you have received from a fellow librarian, please send an email to [email protected] and the Quality Team will take a look at the situation.

Do you have any questions or comments about this Quality Tip? If so, please post a note to the Blog or contact Susan McGlamery at [email protected]

Comments

[Ahniwa]

Will this work even if the library has set it so they do not see "active" sessions from other libraries?

Also, what can you do with those sessions that you forget to set a resolution code at all?