QuestionPoint Virtual User Group

Meeting April 2009

QuestionPoint Virtual User Group

Meeting April 2009

14, 15, 16 APRIL 2009

Susan McGlamery mcglames@oclc.org

QuestionPoint Global Product Manager

Paula Rumbaugh rumbaugh@oclc.org

QuestionPoint Product Manager

Carol Bonnefil bonnefic@oclc.org

QuestionPoint Product Manager

AgendaAgenda

• Introductions

• QuestionPoint Update

• Community

• Software

• Did you know?

• 24/7 Cooperative Update

Community Update Community Update

•24 Countries, most recently: Spain, Italy, UAE, Puerto Rico, Peru, Brazil.

•Over 2,300 libraries

•More than 1,500 in 24/7 Coop (400+ in Academic Coop)

•20,000+ records in GKB, in 11 languages

For News and CommunicationFor News and Communication

QuestionPoint blog

http://questionpoint.blogs.com

QuestionPoint wiki

http://wiki.questionpoint.org

Communication: QP blog, wiki and listservCommunication: QP blog, wiki and listserv

User Group MeetingsUser Group Meetings

Events listed in QP wiki: Calendar at http://wiki.questionpoint.org/Coming+Events and

Announcement at http://wiki.questionpoint.org/Community+Events

Notes posted in wiki and QP blog: http://questionpoint.blogs.com/questionpoint_247_referen/user_group/

Virtual User Group Meetings

• Quarterly

• Theme oriented: based on user submitted requests/questions

• https://www3.oclc.org/app/questionpoint/usercouncil/

QuestionPoint Application development

QuestionPoint Application development

Goal:

Assist in promoting your service to increase usage

• Current Software updates

• Upcoming enhancements

A Year of Features, Fixes, and Fine Tuning

A Year of Features, Fixes, and Fine Tuning

• Major installs of past year: 2 March and 23 November 2008

• Release notes published on blog at http://questionpoint.blogs.com/questionpoint_247_referen/release-notes/

• New chat look and feel and fine tuning

• Secure connection through https://

• Reports simplification

• Qwidget

• Forms Manager

QwidgetQwidget

Qwidget UsageQwidget Usage

Among 24/7 Cooperative Academics

• February 2008 – 8,336 chat sessions

• February 2009 – 10,896 chat sessions + 3,144 Qwidget

• Last six months – Qwidget sessions = 18% of total chat

• February 2009 – Qwidget sessions = 22% of total chat

Qwidget Usage ExamplesQwidget Usage Examples

San Jose PL First Quarter 2008 - 215 chat sessions

First Quarter 2009 - 122 chat sessions, 590 Qwidget sessions

Univ. of Washington First Quarter 2008 - 1434 chat sessions

First Quarter 2009 - 1620 chat sessions, 1583 Qwidget sessions

Univ. of Birmingham (U.K.)

First Quarter 2008 - 116 chat

First Quarter 2009 - 24 chat sessions, 1991 Qwidget sessions

Forms Manager: Chat FormsForms Manager: Chat Forms

Forms Manager: Email FormsForms Manager: Email Forms

Chat with ViewportChat with Viewport

Chat onlyChat only

Forms Manager: SpanishForms Manager: Spanish

Future FeaturesFuture Features

Embeddable Qwidgets and forms

Forms optimized for mobile access

Facebook links

Texting access

Mobile Apps

Full-text searching of current and archived Q&As

•Did you know?

Link from WorldCat.orgLink from WorldCat.org

Referral OptionsReferral Options

Patron Access to Knowledge BasesPatron Access to Knowledge Bases

Instructions for adding a KB Search box are at

http://www.questionpoint.org/documentation/templates/search_globalkb.html

Send Message to LibrarianSend Message to Librarian

To Learn More…To Learn More…

• Trainings and Tutorials:http://www.questionpoint.org/education/index.html

• Documentation and Implementation assistance: http://www.questionpoint.org/support/index.html

• Community resources:

http://wiki.questionpoint.org

•Questions?• 24/7 Cooperative Update

24/7 Reference Cooperative Update24/7 Reference Cooperative Update

• New to the Cooperative

• Brooklyn PL (joins NYPL and Queens PL)

• Enquire (U.K. public libraries)

• University of California group

• Spanish language chat cooperative Pilot!

• 120 hours of coverage (varies)

• 7 AM to 10 PM ET Monday – Friday

• 1 PM to 4 PM ET Sat

• 10 AM to midnight ET Sunday

• Contribute 4 hours per week of Spanish chat coverage to get access to the Spanish service

Coop statistics, 2009Coop statistics, 2009

Coop Answering %

0

10000

20000

30000

40000

50000

60000

Req

uest

s

BackUp

Coop

67% 65% 61% 60% 55% 62% 59.82% 62.41% 62.25%

BackUp 6559 6752 13238 16648 17169 11269 12434 14769 14769

Coop 14453 13486 22270 26563 22183 19646 22960 28660 32942

Jul Aug Sep Oct Nov Dec Jan Feb Mar

Average Wait timesAverage Wait times

Average Wait Time

0

100

200

300

Sec

on

ds

ACADEMIC

PUBLIC

ACADEMIC 68 70 79 84 87 75 66 113 70

PUBLIC 68 72 88 93 94 77 83 91 79

Jul Aug Sep Oct Nov Dec Jan Feb Mar

Cooperative ResourcesCooperative Resources

• 24/7 Policies: http://wiki.questionpoint.org/247-Policies

• 24/7 Best Practices:

http://wiki.questionpoint.org/247-Best-Practices

• Questions about the Cooperative?

• Susan McGlamery, mcglames@oclc.org

•Questions?

Susan McGlamery, mcglames@oclc.org QuestionPoint Global Product ManagerPaula Rumbaugh, rumbaugh@oclc.org QuestionPoint Product ManagerCarol Bonnefil, bonnefic@oclc.org QuestionPoint Product Manager