QuestionPoint Training Resource

1. Chat Follow-up & Referral QuestionPoint Training Resource Objectives: Determine when to use which chat resolution code Trace a resolution code to a record status Use question lists to follow-up on chat transcripts Conduct three basic types of follow-up Decide how to follow up on a transcript File answered transcripts QuestionPoint

2. Trace resolution code to record status Chart of resolution codes and record statuses • To use this chart to trace transcripts, ask yourself: • Did I follow up or did I ask the patron’s library follow up? • Who was the patron’s library? • Did the patron’s library have Shared Follow-up turned on?

3. Trace resolution code to record status For example . . . Pauline chooses Follow-up By Me as the resolution code for a session with one of her library’s patrons. (Her library has turned on Shared Follow-up.)

4. Trace resolution code to record status You choose Follow-up By Me as the resolution code for this session with one of your library’s patrons. Your library does not use Shared Follow-up. Follow-up By Me automatically assigns a transcript to you, excluding it from Shared Follow-up. Because it was her library’s patron, the transcript appears in My New and My Active and in her library’s New and Active lists.

5. Trace resolution code to record status My Question Lists . . . My Library’s Question Lists . . .

6. QuestionPoint offers different views or lists of questions. Some (but not all) are accessible from the My QuestionPoint home page. To see all lists, go to the Ask module and Click the My Questions or Questions tab. Use question lists to follow-up

7. Use question lists to follow-up What are “Active” questions? New, Pending, and Answered questions comprise an Active list. Your active questions are a subset of your library’s active questions. They have been assigned to you. • Active questions are those that have had no activity for the past 90 days and can be one of three statuses: • New – • Pending – • Answered- Note: QuestionPoint places Answered questions on the Active list by default. Your library may decide to make it a shift responsibility to Close or file these records in a local knowledge base, leaving only New and Pending records on the Active list.

8. Use question lists to follow-up What are “New” questions? New questions are a subset of Active and require some action by you or your library. • Newquestions arrive at your library through: • Chat – Follow-up By Me/Follow-up By Patron’s Library • E-mail – Web question form or referral from another library • Direct input– Librarian uses the Add Question screen for • walk-ups, phone-ins, and faxed questions

9. Use question lists to follow-up Workflow: Follow-up By Me Pauline Nottiimeir Clicks on New under My Questions to follow up on a transcript from one of her library’s patrons. She assigned Follow-up By Me to the transcript.

10. Conduct three types of follow-up 1. Follow-up By Me 2. Follow-up By Patron’s Library 3. Shared Follow-up

11. Conduct three types of follow-up Workflow: Shared Follow-up Tom selected the resolution code, Follow-up By Patron’s Library. As a result, a note was added to the transcript to show that the transcript was ultimately placed in the Shared Follow-up area for the patron’s library. A copy of the transcript also appears on the New and Active lists at the patron’s library. Note that nothing appears on any of the question lists for the chatting library, although the session is included in its statistics.

12. Conduct three types of follow-up Workflow: Shared Follow-up Questions in Shared Follow-up also appear on the New list of the patron’s library. Charles knows this and Clicks the New link under Questions Lists on the My QuestionPoint home page. Notice the transcript is Unassigned and is marked for Shared Follow-up.

13. Use e-mail follow-up options • Follow-up options include: • Answer • Click the Answer button to go to the Answer Question screen to send an e-mail response to the patron • Refer to E-mail Partner • Choose this Refer-to option to send a transcript to personal subject matter expert outside of QuestionPoint • Refer to Subject Matter Expert • Choose this option to send a transcript to one of the 24/7 Reference Cooperative experts. • Refer to Partner Subscription • Choose this option to send a transcript to another library in your group or BME. • Refer to Global Network • Choose this option to route a transcript to the Global Reference Network of libraries from around the world. Charles can Answer, Claim, or Refer the transcript as part of following up on it.

14. Records that expire after 90 days of inactivity are automatically placed in the Service History area for the library. File answered transcripts 3 1 • You have four options for filing answered records: • Submit the record to a knowledge base • Close the record • Let the record expire • Delete the record (Administrator option, only) 2 • To Close or submit a record to a Knowledge Base . . . • Drop down the list of “Move To” options. • Click on the desired option to select it. • Click the button to execute the action.

15. Need more information? • Visit questionpoint.org for more information on follow-up, including a link to our newest guide at: http://questionpoint.org/support/documentation/gettingstarted/qp_ref_followup.pdf • Also, visit the training page at: http://questonpoint.org/education/index.html