Overview
QuestionPoint is a cooperative virtual reference service that allows our library to provide research help to our patrons 24/7. Chats from our patrons that librarians at other institutions flag for us to follow up on will come through the emailref listserv and should be answered within the QuestionPoint interface. Our librarians staff the 24/7 Reference Cooperative several hours a week in exchange for librarians at other universities (and, occasionally, OCLC back up staff) answering our patrons' questions any time of the day or night. Our patrons can easily initiate a chat using the widget on the Ask a Librarian page of the library's web site.
It is important for us to keep up our answering percentage to remain in the QP Cooperative. Our answering percentage is calculated by dividing the number of chats our librarians pick up (regardless of whether the patron is a Fresno State student or from another library) by the number of total "chats requested" (the number of chats initiated by our patrons). For example, if our students ask 100 chat sessions in a month, and our librarians pick up 50 chat sessions during that same time period, then our answering percentage is 50%. Ideally, our answering percentage should be around 75%, which is why it is important to pick up as many chats as you can during your scheduled shifts and monitor the Fresno State queue whenever possible.
It is important for us to keep up our answering percentage to remain in the QP Cooperative. Our answering percentage is calculated by dividing the number of chats our librarians pick up (regardless of whether the patron is a Fresno State student or from another library) by the number of total "chats requested" (the number of chats initiated by our patrons). For example, if our students ask 100 chat sessions in a month, and our librarians pick up 50 chat sessions during that same time period, then our answering percentage is 50%. Ideally, our answering percentage should be around 75%, which is why it is important to pick up as many chats as you can during your scheduled shifts and monitor the Fresno State queue whenever possible.
MOVING TO SPRINGSHARE / LIBANSWERS
We will be transitioning from QuestionPoint to LibAnswers (Springshare) in mid May (planned migration May 18-22). Sprinshare is the same company that provides us with LibGuides, so the interface should be familiar to many of us. Fresno will be part of a shared group system with several other CSUs. More information, including videos and tutorials about the new interface, can be found on this site. If you have any questions, take a look at the site or ask Amanda. More information will be shared soon.
Helpful Links
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QP Migration to LibAnswers site
QP Humanity site (to sign in before your shirt, sign out, report missed shifts/request coverage). This link is also available from the main log in page. |
