1. QuestionPoint User Group Meeting November 2011 Susan McGlamery QuestionPoint Senior Product Manager mcglames@oclc.org

2. Agenda QuestionPoint developments Recent enhancements: 2010-2011 What’s next Review of wishlist Questions, comments, discussion

3. QuestionPoint Community 33 Countries, most recently: Costa Rica, Colombia, Ireland Approx 2,000 libraries Just over 25,000 records in GKB, in 11 languages Over 7 million transactions in QP See the QP monthly report in the blog!

4. Many channels, one reference service… QuestionPoint account Walk up Telephone Physical desk Email webformsChat Chat widget (Qwidget) Mobile devices SMS texting Text a Librarian Upside Wireless Facebook

5. SMS texting Users can text a librarian from their phone; the text will appear in the library’s QuestionPoint account Requires subscription to both QP and Upside Wireless (separate subscription)

6. Upside Wireless (UW) workflow  User texts a question to library  Text goes via phone carrier to UW  UW sends the text to QP  Text appears in QP’s Ask module within seconds.

7. Librarian workflow  Librarians access texts in Ask, respond in Ask  Text Answer screen contains a character counter, & “Tiny URL” resolver  Send Answer transmits to UW, which sends response via text to user

8. Upside Wireless information $35 (Canadian dollars) per month, for 400 texts per month (includes all messages IN and OUT) No set up fee Upside Wireless contact: Branko Zurkovic Tel: 16046877433 (this is British Columbia) www.upsidewireless.com bzurkovic@upsidewireless.com

9. The user experience: mobile Qwidget The QuestionPoint chat widget (“Qwidget”) is replaced by a button inviting user to click to launch optimized Qwidget

10. Updated Facebook instructions: see the QP wiki, promote your service: Qwidget Tips

11. Full Transaction Searching May 2011

12. Advanced Search page

13. Searching Service History

14. Other recent enhancements/fixes  Chat:  Custom wait messages for chat queues and Qwidgets  Queue closing: close your queue while finishing up the last chat

15. Wait Messages for Chat and Qwidget: immediate; 50; 80; 120; 190 seconds

16. New fields in Policy Page eBooks – after Databases Map* Wifi Access?* Parent institution: new in Nov 2011 URL resolver: new in Nov 2011 *Linkable to the WorldCat Registry

17. Policy Page link to WorldCat Registry: Linkable fields are highlighted in Yellow

18. Link vs Copy Example: Telephone field

19. New map field

20. QP plans for 2012 Improvements to Forms: Optimized for mobile devices Syndication Forms Manager enhancements Form Field reports improvements Integration with other OCLC products/services: use of OCLC Registry data Additional texting options: Upside Wireless Ability to receive and process e-mail attachments: pilot Ability to forward e-mail into QuestionPoint: pilot OTHER IDEAS, COMMENTS?

21. Further information www.oclc.org/questionpoint www.questionpoint.org Blog: http://questionpoint.blogs.com http://questionpoint.blogs.com Wiki: http://wiki.questionpoint.org/http://wiki.questionpoint.org/ http://wiki.questionpoint.org/w/page/13839422/247-Policies http://wiki.questionpoint.org/w/page/13839421/247-Best- Practices

22. Questions, comments, suggestions? Susan McGlamery mcglames@oclc.org