Blog Archives

Tip of the Week: Policy pages

Policy pages are useful resources for quickly locating information about a patron’s library during chat. Here are the answers to some frequently asked questions about policy pages; if you have other questions, please contact the Answerland Coordinator.

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Tip of the Week: Helping Ask Here PA patrons

Pennsylvania has a statewide live chat reference service called Ask Here PA. Similar to Answerland, Pennsylvanians can enter via a partner library site or via the statewide portal (www.askherepa.org). They also have both public and academic accounts in QuestionPoint –

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Tip of the Week: IM and Transfer Best Practices

A reminder from the QuestionPoint Cooperative Coordinator: “Always ask for (and receive!) confirmation via IM before transferring to an individual librarian. Otherwise, it is a ‘blind transfer’ and the librarian might not really be present (leaving the patron hanging with

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Tip of the Week: Summer schedules

I don’t know about you, but today’s warm weather has me thinking of summer. LIAISONS: If your library is going to be closed for upcoming holidays (Memorial Day, Independence Day, Labor Day) and/or summer break, please remember to give notification.

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Tip of the Week: Statewide resources

When answering Answerland questions, don’t forget to direct patrons to available statewide resources – including databases via Libraries of Oregon and the law libraries databases. These can be especially useful for patrons who do not have a library card, or

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Tip of the Week: Spanish chat queue

QuestionPoint’s 24/7 Reference Cooperative has a Spanish chat queue, staffed by bilingual librarians from participating libraries. These Spanish-speaking librarians are not on chat at all times, but when they are, you can transfer active sessions to them. To do so:

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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

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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

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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

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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

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