QuestionPoint user group, Germany

October 2010

Susan McGlamery

QuestionPoint senior product manager

mcglames@oclc.org

QuestionPoint UpdateQuestionPoint Update

•QuestionPoint Community update

•QuestionPoint community

•24/7 Cooperative

•QuestionPoint service update (2010 review)

•Best Practices for Link Placement

•Survey report

•September install

•Topics and Discussion

AgendaAgenda

QuestionPoint Community QuestionPoint Community

• 29 Countries

• New QP libraries: British Library, Peru, Serbia

• Over 2,000 libraries (1,500 in 24/7 Coop)

• 22,000+ records in GKB, in 11 languages• 6,000,000th question received (October 2010)

24/7 Reference Cooperative24/7 Reference Cooperative

2006/07 2007/08 2008/09 2009/100

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

450,000

500,000

Coop chats received

Coop chats received

Service UpdateServer Response TimeService UpdateServer Response Time

2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26Avg

0.058 0.069 0.074 0.082 0.070 0.081 0.076 0.074 0.078 0.071 0.067

Peak 0.212 0.225 1.846 22.351 0.230 0.247 0.230 0.254 0.710 0.213 0.371

5/2 5/9 5/16 5/23 5/30 6/6 6/13 6/20 6/27 7/4 7/11Avg

0.067 0.067 0.041 0.062 0.054 0.057 0.060 0.054 0.056 0.051 0.058

Peak 0.246 0.261 0.151 0.200 0.234 0.158 0.176 0.164 0.213 0.356 0.176

Server Response TimeServer Response Time

7/18 7/25 8/1 8/8 8/15 8/22Avg

0.060 0.052 0.050 0.057 0.049 0.051

Peak 1.184 0.137 0.295 0.157 0.260 0.273

Many channels, one reference service…Many channels, one reference service…

QuestionPointaccount

Reference Desk

Telephone

Emailand

TextingChat

Chat widget

(Qwidget)

Mobile

Year in review: Qwidget evolutionYear in review: Qwidget evolution

•Qwidget evolution•More customization•Facebook•Mobile Webkit

Enhancements to Chat moduleEnhancements to Chat module

• Type ahead indicator

• Message can be customized

• Optimizations for mobile devices (but more to come)

• Queue management

• For library/groups with multiple queues, group admin can determine roll-up time

•Customized Descriptive codes

•Integration with Mosio Text a Librarian (US only)

•Session type differentiation in question lists

•Refer-to-email-partner: can now store 50 email addresses

•Attachments:

•4 attachments / total 12MB

•Time out options increased (now up to 4 hours)

•URL minimizer on every Ask answer page

•Button placement facilitates editing replies

•Numerous tweaks to e-mail messages, translations, page displays

Enhancements to Ask moduleEnhancements to Ask module

Enhancements to Knowledge BaseEnhancements to Knowledge Base

• KB as a web service

• Hyperlinks for URLs in KB ownership statement

Best Practices for Link PlacementBest Practices for Link Placement

http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf

QuestionPoint wiki under “Promote Your Service”

Or at www.oclc.org or www.questionpoint.org, under promoting QuestionPoint sections

or direct to

Results of 2010 QuestionPoint SurveyResults of 2010 QuestionPoint Survey

•Total respondents: 773

•647 completed Question 5

•Countries: 22, with 22% non-U.S.

•Length of time using QuestionPoint

•54% have used 2-5 years

•27% more than 5 years

•20% one year or less

QuestionPoint feature usageQuestionPoint feature usage

More survey results: Helping set our priorities

More survey results: Helping set our priorities

•Search transcripts

•Chat wait messages: additional and custom

•Mobile devices: optimize web forms and chat forms

And more . . . And more . . .

52.1%16%

26.6%

1.7%

.8%62.5%

19.6%

15.9%

.2%

4.5%

Major concerns from surveyMajor concerns from survey

• Yours• Chat response time / performance / stability• Co-browse• Reporting• Policy pages not kept up to date

• Ours• Better distribution of information about new

features and upgrades• Meeting your current needs while anticipating

the needs of the future reference library

What’s coming: Dec, March 2011What’s coming: Dec, March 2011

• Search transcripts

• Wait messages

• Messages can be customized

• Up to 5 different messages available

• Library can set the time the messages appear

• Continuing optimizations for mobile devices

Discussion TopicsDiscussion Topics

• Data Protection and Privacy issues

• Knowledge Base feature – how are libraries using

• Improvements to help workflow?

• Reports

• Others?

Thank you!Thank you!

The QuestionPoint Product Team

Susan McGlamery, Product Managermcglames@oclc.org

Carol Bonnefil, Product Analystbonnefic@oclc.org

Paula Rumbaugh, Product Analystrumbaugh@oclc.org

David Leslie, Product Implementation and Support Analystleslied@oclc.org