Category: Tip of the Week

If you have noticed an issue with the way a chatting librarian dealt with one of your patrons, you are welcome to notify the QP Quality Team. They will discuss the issue with the supervisor of the librarian in question.

There are two ways to do this:

• From Ask > Review Transcripts, click on the button “Send To Quality Control” when viewing the transcript;
• Or, from your Question List, open the full view of the session. Using the “Refer To” box at the top of the transcript, select Subject Matter Expert from the drop-down list, then click the arrow key to the right.  A list of Subject Matter Experts will appear; select Quality.

Be sure to enter a brief note about why it’s an issue, along with your name and email address.

QuestionPoint has a few options for getting notified that there’s a new chat patron. You can find these in the Chat window under Settings.

• Flash based popup alert: This alert appears as a popup window in your browser. You must have the chat monitor as your top window to see this alert because it does not pop up in front of other windows and applications. It is NOT recommended that you turn this on, because it can interfere during an existing chat session.
• Browser based alerts: These include a sound and various flashing notifications in the browser title bar, tabbed interface (if you use tabs), and taskbar. Internet Explorer, Firefox, and Safari all provide some variation of flashing notification. Experiment with them to see if they give you sufficient notification of a new patron request.
• Sound alerts: There are options to have sounds play once or repeatedly. These can be good to have setup if you are often away from the computer during chat.