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Queue Selection in Flash Chat

Queue Selection in Flash Chat . A guide to help librarians choose the correct queues in their Flash Chat Monitor. Prepared by: Carol Bonnefil Updated: 11/2008. Flash Chat Monitoring. From your “My QuestionPoint” librarian home page, click on the Flash Chat link.

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Queue Selection in Flash Chat

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  1. Queue Selection in Flash Chat A guide to help librarians choose the correct queues in their Flash Chat Monitor Prepared by: Carol Bonnefil Updated: 11/2008

  2. Flash Chat Monitoring • From your “My QuestionPoint” librarian home page, click on the Flash Chat link. • After the monitor loads your Queue selection screen will appear

  3. Queue Selection Screen This example shows a librarian with a very broad range of queues available. NOT ALL librarians will have this many options available. It depends on their various cooperative partners and memberships. The following slides will address each possible type of check box.

  4. Primary Queue Primary queue is the queue that has been assigned to your institution. While a Base Management Environment may own more than one Queue, each Institution that is a member of that “BME” can only have one (1) Primary Queue. Typically, your Primary Queue will match your library type and be identified as well by your BME name. In this example the librarian monitoring works for a public library in Maryland, so the Primary Queue is MD Public. You cannot deselect your Primary Queue. If you are monitoring locally, for your Primary Queue only, you do not have to try to check or uncheck anything else. Simply use the Close Window link and you will be monitoring your Primary Queue.

  5. PRIMARY QUEUE IMPORTANT NOTE:Even though the Primary Queue is not selected by default, if you use the “save” button you will be monitoring your Primary Queue. Even if not checked it will still be selected whether or not any other “live” queue is checked and Saved. To exit the Select Queue page without “turning your queue on”, use the Browser X to close the page.

  6. BME Queues BME Queues include any additional queues that your BME owns, but which are not your primary queue. Your Institution Administrator (or BME Admin) has the ability to add or remove the BME queues from your permissions list in the Accounts section of QuestionPoint. In this example the librarian has been given permission to answer questions for Maryland’s Academic Queue & Montgomery MD queue.

  7. Cooperative Queues Cooperative Queues include queues from BMEs (other than your own), who have entered into private cooperative arrangements that may be apart from any 24/7 Coop membership. In this example, the librarian’s BME (the University of Hawaii) has an independent agreement to monitor Iowa State, U of Arkansas, and USC separately from any agreement for monitoring the 24/7 Public Coop. This allows the librarian to choose those queues without monitoring the entire Academic Coop if that is their responsibility at the time.

  8. 24/7 Reference Cooperative Queues There are presently two 24/7 Reference Cooperative queues: a Public Cooperative, and an Academic Cooperative. If your library is a member of either 24/7 Reference Cooperative, AND your Administrator has set your permissions on the Accounts page to “Global” you will see one of the two types. Which type you see depends upon whether your library is a Public or Academic Cooperative member.

  9. “Special” Queues Special queues are those that might cross BME and Cooperative Rules. In this example, the librarian speaks Spanish, and their library has agreed to answer questions from the Spanish language QuestionPoint service.

  10. Practice Queue Only Choose the Practice Queue if you are logging into Flash Chat to practice your skills or to test a site. When you use the Practice Queue Check box, be sure to use the Companion Patron Practice Queue link on your My QuestionPoint page and also check the practice check box on that page. Using the Practice Queue will keep live monitoring librarians from being able to accidentally pick up practice sessions. These sessions will also cause each transcript to be pre-pended with the words “Practice” when viewed in the Question Lists, allowing for ease of search and delete. They will also not be counted in QP statistics.

  11. SAVE SELECTION • After you make your Queue selections, you must click “Save Queues” so that QuestionPoint recognizes your choices.

  12. Monitoring On the Chat Monitor window, you will see a notation of how many Queues you have selected, and a notice of which type of Queue(s) you have chosen to monitor.

  13. QuestionPoint Support? • At the top of every page inside the QuestionPoint interface there are links to a Help menu and to Support contacts. • If you have further questions about which queues you have access to, or if you feel you are missing queues that you used to have, please discuss this with your supervisor and if necessary ask them to contact Support. • Please include the QP logon autho and an explanation of what you think is missing. • Please check the Help menu for details about other facets of QuestionPoint, and if you cannot find your answer, please use the Support link to contact QuestionPoint Support.

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