With the new mobile AskAway option and the prevalence of laptops in libraries, AskAway service providers are responding more and more to patron security complaints & queries. At times it can be difficult to know what to do when an upset or stressed patron asks for help... Should we provide them with contact information or call and pass along the concern/complaint ourselves?
Do you work end of the day AskAway shifts? Then you know how frustrating it can be wrapping up your chats while also juggling incoming after-hours questions. Now you don't have to!
QuestionPoint has added the ability to deselect the active Queue and still continue with existing chats at closing time. This allows librarians to finish up with current questions without the added pressure of sending out the Closed scripts to new patrons arriving after hours.
Just a reminder that today is the first day of AskAway service for the fall term. What can you do to be ready for your first shift?
1. Get familiar with the Staff Portal again. This is where you’ll find links to all the tools you need to staff your shift (QP login, Campfire login, library guest logins, policy pages, etc..):
QuestionPoint has new typing indicators for both the patron and librarian. In the Librarian view the patron typing is indicated by the "...is typing" above the chat viewport as well as the (!) exclamation point indicator which can stack with the (+) new message indicator.
The results from the AskAway Patron Exit Survey for the past year have been sorted and here's some of the comments and results you may find interesting.
Between May 2009 and April 2010 there were 19,502 AskAway calls and a total of 1,240 (6.36%) Patron Exit Surveys completed. Almost 65% of patrons responding to surveys were new to AskAway and 96.5% of all respondents would use AskAway again.
QP has put together a user survey to help them prioritise their software development for the next year. This is an exciting opportunity for us to have input into how the QP software moves forward, and to provide QP with feedback. Please take a few minutes to answer the survey, and feel free to forward to any AskAwayers who may not have received this information. It will be available until August 6.
To take the survey, please go to: http://www.surveymonkey.com/s/QuestionPointSurvey
After a short hiatus, the AskAway Blog is back. We're working on migrating content from the old blog, but in the meantime, use this blog to share your thoughts, updates, assignment alerts and tips with other AskAwayers. To minimise spam posts, a login is required to post to the blog - login available on the Guest Logins page.
From the QuestionPoint listserv:
OCLC's QuestionPoint and Mosio's Text a Librarian announce virtual reference collaboration
Project to offer text messaging reference options to QuestionPoint users
DUBLIN, Ohio, January 15, 2010-OCLC and Mosio are working together to enable seamless integration of Mosio's Text a Librarian text messaging reference software with OCLC's QuestionPoint reference management service to provide a comprehensive virtual reference solution for libraries.
Just a reminder that AskAway is now closed until January 18th, 2010.
Congratulations on a very successful Fall term! This was our busiest term ever, with 8281 calls received from September 21st to December 11th. To compare, last Fall AskAwayers handled 3963 calls in total.
A colourful chart comparing AskAway calls per term is available on the Portal:
Our busiest day this term was Tuesday November 3, with 181 calls.
Welcome to another fall term of AskAway!
What can you do to be ready for your first shift?
1. Get familiar with the Staff Portal again. This is where you’ll find all the tools you need to staff your shift.
2. Do a quick software refresher. The following online software tutorials are available on the QP website:
A. Launch Flash chat
B. Using Scripted Messages and Pushing Web Pages to Patrons