Blog Archives

Tip of the Week: Working with K-12 students

It’s that time of year again, when Answerland receives a lot of visits from K-12 students doing class research projects. Here are some tips for working with these patrons: At times you might find chat overwhelmed by a barrage of

Posted in Tip of the Week

Tip of the Week: Dealing with pranksters on the 24/7 queue

We’ve posted before about dealing with Answerland pranksters, but the situation can be a little different when you’re staffing the 24/7 Cooperative queues. In Answerland, we use the Descriptive Code “prank” to mark sessions. However, you will recall from the

Posted in 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

Posted in 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

Posted in 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

Posted in Tip of the Week

Tip of the Week: Legal questions

From time to time, Answerland receives legal questions from patrons. Luckily, we have law library partners that not only provide stellar legal reference, but also enjoy answering these types of questions! So if your library gets a legal reference question,

Posted in Tip of the Week

Tip of the Week: Scripts

If you use a particular phrase or website often in chat or messages, you may want to create a script. In QuestionPoint, you can create scripts both for yourself and for your institution (QP admins have this ability). QuestionPoint has

Posted in Tip of the Week

Tip of the Week: Referring a Question

At times you will want to refer a question to another library or librarian. There are several options for referring questions in QuestionPoint: Shared Followup: Refer the question to the Shared Followup list. Email Partner: Email the question to someone

Posted in Tip of the Week

Tip of the Week: Crisis Calls

Although they happen rarely, we occasionally receive crisis calls on Answerland. These may be suicide calls or calls that indicate some sort of abuse or threat to personal safety involved. If you aren’t sure if there is a crisis or

Posted in Tip of the Week

Tip of the Week: Question lists & statuses

Navigating the Ask module can be a bit tricky. Here are answers to some frequently asked questions. Q: Why do some questions appear in more than one list? For example, I have a question that shows up in both New

Posted in Tip of the Week