Transcript QuestionPoint Training: Chat Reference

QuestionPoint Training
FOR CHAT REFERENCE
INFO740: Digital Reference Services
iSchool at Drexel University
Overview
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Login to QuestionPoint
Launch chat: Primary Queue
View the librarian chat module
View the patron interface
Review the ipl2’s six mandatory elements
Additional information
http://www.questionpoint.org
You are free to change your password
after you login for the first time!
Locate Chat Module
Select the Primary Queue,
then Save
Librarian Chat Module
Your name should appear
in the Librarians tab
New Patron Alert!
See how long he/she has been
waiting, and their question.
Double-click on the
patron’s name to work
with the patron.
No other librarian can
work with this patron
(unless you transfer the
patron).
Type/paste text here and
click Send.
Librarian’s screen
Patron’s screen
Scripts are stored for easy access and use
Type URLs, then Preview or Send
Tip: Only send one URL at a time.
End Session, Set Status to Practice
Incorporate the ipl2’s Six Mandatory Elements
1. Greeting: “Hello from the ipl2!”
2. Question Rephrasing: “Thanks for your question about (….)”
3. Answer: “Here’s the answer I found:”
4. Sources: “Here’s the URL, print citations…”
5. Search Strategy: “I found this information using source with
search: keywords”
6. Closing: “Please write back if you need more help, and
thanks for asking the ipl2!” (closing)
To access Settings,
select the Ask module
Add/edit text
and URL scripts
Additional Information
System requirements for librarians and patrons (January 2007)
http://www.questionpoint.org/web/requirements/index.html
- If you want to use QuestionPoint’s co-browse feature: Internet Explorer with the
Windows operating system is the only option that allows that function. For
instructions on how to configure your browser to use Flash Chat (June 2009):
http://www.questionpoint.org/support/documentation/gettingstarted/chatsetup.pdf
To role-play as librarian and login to QuestionPoint:
http://www.questionpoint.org
- Patron’s use the following link for standard chat (without co-browse):
[link provided per membership]
- Patron’s use the following link for chat with viewport and co-browse:
[link provided per membership]
QuestionPoint Help Documentation:
http://www.questionpoint.org/crs/html/help/en/ask/ask_contents.html
Have fun!
Feel free to ask for help in the Blackboard discussion area.