Tip of the Week

Tip of the Week: Configuring IE for QP

Is your library using Internet Explorer to access QuestionPoint? If so, here are some recommended settings (for IE 11) to ensure that chat works well.

  • Set up the browser history to be automatically cleared.
    • Under Tools > Internet Options, on the General tab, check the box that says Delete browsing history on exit.
  • Allow popups. There are a couple of ways to do this, depending on your IE setup:
    • Go to Tools > Pop-up Blocker, and select Turn off Pop-up Blocker.
    • Or, go to Tools > Internet Options > Privacy tab, and under Pop-up Blocker make sure Turn on Popup Blocker is not checked. If you want to keep your pop-up blocker enabled, on the Privacy Tab, select Settings next to Pop-up Blocker and add www.questionpoint.org to the list of allowed sites.
  • Use tabs.
    • Under Tools > Internet Options > General tab, click on Tabs. Under When a Popup is encountered, select Always open popups in a new tab.

Thanks to Eugene Public Library for this week’s tip!

Tip of the Week

Tip of the Week: You’ve ended a chat, but…

Have you ever ended a chat session with another library’s patron, and then realized you selected the wrong Resolution Code or forgot to add a note for the librarian?

Never fear! While you can’t change the Resolution Code of a session after the fact, you have a few options for followup:

  • If you still have the library’s policy page up, click on the email address in the Policy Page Email Contact. Use the form that appears to send a note to the library.
  • Search for the question in your library’s question lists. If it appears, use Send Message to Librarian to add a note for library. More about this here.
  • If you selected Followup By Me by accident, locate the question in your library’s question list and click Reject under Referred by. This will change the status of the question to New, so that it will now appear in the patron library’s New list, with a red question mark.

If none of these options work, you can always contact the Answerland Coordinator who will work with QuestionPoint’s Quality Team to get the library the needed information.

Tip of the Week

Tip of the Week: Avoid jumping into sessions

You may have noticed the “All” tab in chat. On this tab you can monitor – and join – live sessions happening with your library’s patrons.

HOWEVER…with great power, comes great responsibility. The QuestionPoint 24/7 Reference Cooperative recommends that we DO NOT just “jump” into chat sessions, as it can be disconcerting for both the patron and the chatting librarian.

Please review Cooperative Policy 5.4: Jumping into Sessions.

Here are two main things to remember:

1) If you see another librarian helping your patron and you wish to help, IM that librarian and ask them to transfer the session to you.

2) If you experience a local librarian incorrectly jumping into a session you are having with a patron, use the IM function to communicate with that librarian privately and then transfer the session to them. Do not close the chat session, or the chat session will be closed for everyone, including the patron.

More detailed guidance, including how to use IM and send notes to other librarians, can be found here: http://questionpoint.blogs.com/questionpoint_247_referen/2013/11/quality-tip-jumping-into-sessions-and-l2l-chat.html