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1. Add a Question On Thursday June 18 2015 OCLC hosted a virtual user group meeting We talked about the future of QuestionPoint and the dedicated team working on QuestionPoint The video includes a demo of the changes in the most recent release followed by a group question and answer session Check out the recording and let us Quick Links know if you have any questions ShiftPlanning Time Clock View the WebEx recording 46 minutes Launch Chat Chat Monitoring Tool bscription Group Announcements Chat Patron Practice Form Last Updated May 2015 Knowledge Base Search Global KB g Reporting Issues and Queries Advanced Search Please contact the Support Team Tel 0114 267 7502 0845 267 7502 local rate Profile email support uk oclc org Search Policy Pages Issues in the Chat screen follow the procedures below There are a couple of things that will help us troubleshoot this issue these steps are very important information for us to see what is happening The Home page screen is split into 3 areas 1 Offline and Chat area The left hand column is your main working column It is where you launch chat from pick up offline questions edit your own settings and access the knowledge base 2 News Announcements area QuestionPoint post details of upcoming upgrades installs and any other news relating the service including a link to the Enquire Staff website This information is detailed in the middle a
2. Queues i New 0 MyActwe O AN 1 Ubranane 9 Patron Queue Question Librarian Bruce Kert A Enaure L j h Vy Fash Chat Settings Charge fort sce R Aew Patron Notilication Settings l Pat based pooup lert rower Doried tts Loop an pyeelem sound gt nd pert nhen New DOON af wes Y pert tepeutedty wiit Ava petron m omuve E t epeatedty wher hy petron has responded ki Show netuork usage meter 7 Tools _ Cancel Save Tiang eia dak Fete tee Que ony Moving the screen boxes around to suit your working style OCLC Ltd Version 4 October 2015 Page 29 of 48 Enquire Librarian Training Notes 37 QuestionPoint m 11 31 13 2015 09 28 GMT 0100 Queues 4 Settings Help Logout UK Support 100284857 Patron chat BEOS Question 10773001 Qwidget test question for an anonymous transcript Patron Library Patron No e mail provided Patron s Library Bookmark Your Library Queue A ENQ Bookmark Referer http bookmarkyourlibrary org uk index php page ask a question Browser OS Mozilla 5 0 Windows NT 6 1 WOW64 AppleWebKit 537 36 KHTML like Gecko Chrome 45 0 2454 101 Safari 537 36 Cobrowse No iik Monitoring Live Queues Question Qwidget test question for an anonymous transcript Jo training admin Note Patron s screen name Library Patron Jo training admin Librarian Jo training admin has joined the session QuestionPoint 11 32 0
3. am having intermittent problems with my pe can we take this offline to email If this is okay with you please type your email address and will re establish i P Pase Edit Perna contact via email This will help me answer your question without losing you To check the status of your account and view books on loan due dates and to see if any money is owed on your account log in to your library account using Remove Edit Test script your ID number http 193 1 100 111 TalisPrism accessAccount do jsessionid 1B50CDE31 BFAC9D905B14A7E46183E61 worker1 If you need to pay a fine please call 061 202166 to discuss payment or alternatively drop in to the library and speak to a staff member at the information desk Remove Edit What r u looking for If you could please give me an idea of what the information is for can better determine the resources to use to answer your question more quickly Remove Edit Where have you looked Could you please let me know where you have looked for this information so far This will help me not to duplicate what you have already found There are two types of script Institution Scripts and My Scripts the procedure for editing etc is the same for both OCLC Ltd Version 4 October 2015 Page 19 of 48 Enquire Librarian Training Notes Institution Scripts should be set by the authority administrator and should reflect how you wish to say standard phrases My Scripts you can add your own to help you when
4. Catalog URL https bolton spydus co uk Policy Page Email Contact _ _ _ a Database Access for Coop Librarians library card etc NOTE These URLs usernames and or passwords must not be shared with patrons see Databases field for student faculty staff access info The last 8 characters on the card ignore letters BTP at the beginning The final chracter may be an x the rest are numbers Phone 3 01204 332853 for AskBoltonLibraries Enquiry Service Hours See this link for details of all branches and their opening times The Central Library s hours are Monday 0815 1930 Tuesday 0815 1930 Wednesday 0930 1730 Thursday 0815 1930 Friday 0815 1730 Saturday 0900 1700 Sunday 1000 1600 A limited service with no reference function is available between 0815 and 0900 on weekdays except Wednesdays Location See link above for locations of all branches The Central Libray is in Bolton town centre near the Town Hall Its address is Central Library Le Mans Crescent Bolton BL1 1SE Available Technology and Equipment People s Network Computers with Internet access Library catalogues Printing scanning and Fax facilities Wifi Access The Central Library has Wifi access Ask a member of staff for registration and log in details Databases See this link for resources accessible by users off site Password protected or IP controlled access is available to several resources on library sites including B
5. Enquire Librarian Training Manual OCLC Ltd 2015 Unless otherwise stated OCLC owns the copyright in this document including the content page layout graphical images logos photographs and trademarks With the exception of permitted fair dealing under the Copyright Designs and Patents Act 1988 no part of this document may be reproduced or transmitted in any form or by any means or stored in any electronic retrieval system without prior written permission of OCLC All moral rights in the contents of this document are hereby asserted Enquire Librarian Training Notes Course Objectives This course is designed for library staff that will be taking part in Enquire or staffing a local authority local service Please note that the OCLC Support desk will not assist with queries arising from this training manual unless the caller has attended the training course By the end of the course you should be able to e Chat with patrons through picking up a question answering and closing it e Follow up outside of the chat session e Perform review and admin functions within your user id Software Version QuestionPoint Release October 2015 Author Joanne John Reviewers Ruth Abbey OCLC believe the information presented in this document is accurate at the time of production However the information is subject to change and OCLC cannot accept responsibility for any errors that may appear in the document QuestionPointr OCLC
6. Group Policy Page E e staff pages Group Member Policies Norfolk Library amp Info Service Enq UK X Norfolk Library amp Info Service Eng UK i n C a Alerts askus norfolk gov uk The Information Team Library Home Page URL http www nor Fgov uk Leisure_and_culture Libraries index htm http www norfolk gov uk Leisure_ang ure Libraries index htm Catalog URL https norfolk sp iis co uk cgi bin spydus exe MSGTRN OPAC HOME HOMEPRMS GENPARAMS Policy Page Email Con z askus norfolk gov uk Database Access Coop Librarians library card etc_ NOTE These URLs usernames and or passwords must not be shared with patrons see Databases field for student faculty staff access info Phone http w Brfolk gov uk Leisure_and_culture Libraries Your_local_library index htm Hours 3 Each of our libraries have differing opening hours Details can be found here http www norfolk gov uk Leisure_and_culture Libraries Your_local_library index htm Location We have 46 static library points details of location for each can be found at the following URL hittp www norfolk gov uk Leisure_and_culture Libraries Your_local_library index htm Wifi Access We now have free public WiFi access at all of our libraries The network will show on your list of available networks as NCC_Library_Wifi When you have linked to the network you will need to log on using your library membership number and PIN in order to browse the Internet Logging
7. Language English Question 10804689 test for descriptive codes and header training information Patron Institution Enquire Question History Patron test for descriptive codes and header training information 14 22 28 2015 10 07 GMT 0100 Librarian 1 Note 08 20 22 2015 10 08 GMT 0100 Please can you leave this question for PPT screenshot purposes Librarian 1 Referred from Enquire 10836 by UK Support 100284857 to institution Enquire Yahoo Answers Profile 13215 12 18 37 2015 10 08 GMT 0100 Reason As a test i dwesten 2 Rejected by institution 13215 12 25 34 2015 10 08 GMT 0100 Answer Reject Assignment Add Note Add Descriptive Codes Change Patron E mail OCLC Ltd Version 4 October 2015 Page 45 of 48 Enquire Librarian Training Notes A new screen will appear where you can paste the new email address into New Email Address and then reconfirm it in Re enter New Email Address In the Old Question area change the radio button from Leave unchanged which is the default to Delete What this does is completely replaces the question adding in the new information i e the email address The association between old and new is held in the system so if the patron replies to the original question although it is deleted it will appear in the new overwritten question Cancel Change Patron E mail Question 10804689 test for descriptive codes and header training information Full Question View Use
8. Select BME Script 7O File size limit is 5 MB Total attachment size cannot exceed 12 MB Attachment 1 i Browse No file selected Attachment 2 Browse No file selected Attachment 3 Browse No file selected There are several ways to send an answer for Enquire we use Send Answer this sends the answer to the patron and sets the question status to answered You can add two attachments to the reply Request Clarification this sends your message asking for more information to the patron and sets the question status to pending Save Draft this allows you to start an answer but you will need to complete it for it to be sent to the patron Attachments can also be sent with any response OCLC Ltd Version 4 October 2015 Page 18 of 48 Enquire Librarian Training Notes 3 5 Scripts Scripts can be a very useful part of the chat session allowing you to use time saving pre determined scripts to save you typing these can be a welcome or a session ending they can be standard ways to ask for additional information or clarification or to set users at ease Scripts can be added edited and deleted From the QuestionPoint homepage select Ask from the drop down menu SELECT SERVICE My QuestionPoint 7 Home Administration Settings My Library s We Ask Knowledge Base Profile Reports Question Lists Select settings Institution Enquire 10836 My QuestionPoint 37 Questi
9. 168 1 47 1 1 54 1 1 1 1 22 52 49 48 My Active IM Sessions Librarian A After Hours Coverage 3 A Brighton Hove Brightc 0 A C Rappahannock VA 1 A ENQ Cornwall UK Corr 0 A ENQ Doncaster UK Do 0 A ENQ Kent UK Kent Cni 0 A ENQ Kent UK Kent Cni 0 A ENQ Norfolk UK Norfol 0 A ENQ Nottinghamshire 0 A ENQ Nottinghamshire 0 A Enquire UK Enquire 1 A Enquire UK Hertfordst 1 A Enquire UK Staffordsh 0 A MD PUBLIC WORCEST 0 IM 12 59 34 GMT 0100 13 11 53 GMT 0100 12 57 27 GMT 0100 10 56 25 GMT 0100 13 06 17 GMT 0100 08 44 16 GMT 0100 13 19 55 GMT 0100 09 07 15 GMT 0100 09 20 46 GMT 0100 09 03 17 GMT 0100 13 39 24 GMT 0100 13 10 21 GMT 0100 09 06 11 GMT 0100 13 00 30 GMT 0100 4 4 2 Receiving and ending an IM from a colleague An alert pops up when you receive and IM and you are unable to do anything in the chat window until you click on close Click on the IM tab which now reads IM 1 Click on the name of the person who has sent you the instant message Type your reply in the box and send To end an IM session click on End IM Session and return to the Chat tab to wait for a new question OCLC Ltd Version 4 October 2015 Page 41 of 48 Enquire Librarian Training Notes o IM a peter Queue l Arar Active Tarne el t A t O Orbn l x 1 Joatwe Joleen ted New M request has arniwed Close Je Selert b 4 Dys Afo iioun Tan whl 4 fr
10. Live OCLC Ltd Version 4 October 2015 Page 48 of 48
11. Orire Giquiry Serace Erig k Husus 4 Enquire LE IF fiddress 192 87 44 122 ij Referer Athos fend ask alibesrign org uk Browserfits Fozila a g compabble MEE G0 Widows MT 5 1 TU banj Peiron herb Chat Session Endar Close As well as a librarian note this is your final chance to provide information to the patron You can add a message to be sent to the patron in the Send Patron Note box OCLC Ltd Version 4 October 2015 Page 39 of 48 Enquire Librarian Training Notes Fmd Seral nana Jabri act estate Ah Hacip Chuestion Chat Tarep OO HoT PECE UP rarm teed Hirerien Hote Jo Mote Petron screen mame Joanne John Jor Lbreanan Jo hes peered the session Jor Mete the is a manng quesbon onb Joe mom fo cmd the session Jo Librarian erded chat sesh Je hera Sar De aecription Text SMe Piirin Maa Lie Aclel a rressaga lar ha palrari Tinta Question 45 4 405 DO MOT PSE WE menig Paleo Joanne Jori ipa jobhribodi erg Patron s Library Peoples Network Grins Eiqury Serace Eng Uk Husus A Erequire LF 4 IF Address loeb da laa Roetener hiipi eared Spt od er eg Lak Browser Piola 4 0 i nompa PRE G0 Windows AT 5 1 Chat Session Ended Close Once you have completed these steps although you are only required to add a resolution code click on Close to end the chat session As soon as you click on Close the information in the chat transcript and any message you add her
12. Referer Shows the URL the patron accessed the service through Zip code the first 3 digits of a postcode This information is kept for library reporting purposes It also provides a useful tool to see where a customer s local library authority is In this instance the customer is in CB3 which is in Cambridge Section 5 will cover how to answer a question offline in more detail To show briefly click on Answer Answer Question Cancel Send Answer Request Clarification Send Message Save Draft Q Search KB Question 10824225 Chat Transcript Do you hold old school Photographs for St Saviours Primary from 1958 to 1965 and also Sir Robert Bellarmine i from 1965 to 1969 Can I view these at the Mitchell Full Question View to Answer Edit Format View Insert Quick Tip SSE Z Z Please note When adding scripted messages that will be used B Z UJE 2 3 Bis E EJA B ce QO C amp Formats primarily in chat sessions large fonts and or colors are not recommended as patron interface display may be affected Font Family Font Sizes X Quick Tip Default line spacing for this editor is enter key a paragraph break double spaced Using enter key will end any title formatting To create a single spaced break use Shift enter keys This will continue any title formatting on the previous line p Words 0 Show Hide Tooltip Scripts Select aa Script Select Institution Script 0
13. 0100 Librarian 1 19 34 21 2015 10 13 GMT 0100 Librarian 1 19 35 56 2015 10 13 GMT 0100 Librarian 1 19 36 13 2015 10 13 GMT 0100 Librarian 1 19 37 12 2015 10 13 GMT 0100 Patron 19 37 17 2015 10 13 GMT 0100 Patron 19 37 46 2015 10 13 GMT 0100 Librarian 1 19 38 07 2015 10 13 GMT 0100 Patron 19 38 55 2015 10 13 GMT 0100 Librarian 1 19 39 23 2015 10 13 GMT 0100 Librarian 1 19 42 22 2015 10 13 GMT 0100 Librarian 1 19 42 44 2015 10 13 GMT 0100 Patron 19 43 04 2015 10 13 GMT 0100 Librarian 1 19 43 30 2015 10 13 GMT 0100 Patron 19 43 51 2015 10 13 GMT 0100 Patron 19 44 07 2015 10 13 GMT 0100 Librarian 1 19 44 13 2015 10 13 GMT 0100 Librarian 1 19 44 38 2015 10 13 GMT 0100 Librarian 2 08 57 47 2015 10 14 GMT 0100 UK Support 19 z Status E Wr i Received 19 34 20 2015 10 13 GMT 0100 95 Session Time 590 English Glasgow Life Assigned Unassigned Recall Send Message to Librarian 10824225 Chat Transcript Do you hold old school Photographs for St Saviours Primary from 1958 to 1965 and also Sir Robert Bellarmine from 1965 to 1969 Can I view these at the Mitchell Enquire 86 5 176 167 http www glasgowlife org uk libraries the mitchel ibrary archives Pages home aspx Mozilla 5 0 iPhone CPU iPhone OS 8_0 like Mac OS X AppleWebKit 600 1 4 KHTML like Gecko Version 8 0 Mobile 12A365 Safari 600 1 4 No ENQU
14. 1 gees DOOF amas ee p r hal Pow PTAC s Knowledge Base Search Global KB Advanced Search Search Policy Pages OCLC Ltd Version 4 October 2015 Page 20 of 48 Enquire Librarian Training Notes In the next screen select Policies My QuestionPoint 377 QuestionPoint SELECT SERVICE Profile 1 D m 2 E Q Institution Services Collection Strengths Printable Profile Search Administration Institution Services Inst Info Contact Names le Locs Served Languages Served 3 Edit the form with as much information as you can as this will not only assist your UK colleagues when dealing with local questions it is absolutely vital to enquiries picked up by the out of hours US partners 24 7 Reference Cooperative and Backup Staff Pe i Institution The Answers People 10853 amp My QuestionPoint QuestionPoint Annastasia Ward Exit SELECT SERVICE fit Support Profile wy Q a Help Institution Services Collection Strengths Printable Profile Search Administration Reset Clock Institution Services Inst Info Contact Names Available Unavailable Locs Served Languages Served Policies Specialties Policy Edit Page e Add angle brackets to any URL to convert to a hyperlink except where noted in specific field instructions To see instructions recommendations on how to complete this Policy Page please use these Policy Page Guidelines To see how the policy page will appear to libraria
15. Joanne John My Active 1 brariarrs 112 Question Chat Transcript DO NOT PICK UP traning Jo n i aire i Patron lime Patron s Last Message Jo Ubranan Jo has jomed the session Joanne John 10 41 33 2009 04 27 Tools Joanne John Pales Scripts 22 Patron Library Books oc articles or orire Uesore See eee Engure Welome Hold Please can you explain Have you looked already Im about to send you o webpage Li Iranster End Session Mating for ween question port og The scripts tab allows you to access pre configured scripts that can make sending quick statements to the customer easier Scripts can be edited which will allow you to personalise them to fit the situation Scroll down the list of scripts and when you find one you wish to use click on tt The script will populate in the box below see in the example above the Clarification example when clicked on the text Please you you explain becomes available This also includes a typing error to be corrected but you can edit it to say Please can you explain a little more etc and then click on the gt gt to send it over to the typing area OCLC Ltd Version 4 October 2015 Page 34 of 48 Enquire Librarian Training Notes 4 3 2 4 The Notes tab QeestionPoint 10 42 54 2009 047 Queues 2 Settings Help Logout 123891 Monitoring Live Queues Patron Chat mm tb mnt Joanne John i My Active 1 at brarians 42 Question Ch
16. Notes 5 2 Replying to anonymous sessions When an anonymous chat session is picked up you see at the bottom left of the chat screen that no details have been provided Patron anonymous No e mail provided loots anonymous Policies Info Sonpts URLS Notes Question 5463439 I am undertabno an assignment about benchmarking and need same sources af comparable data I am strugging to hng it for the ollowing indicator Queue A Enquire UK Referer http www peoplesneteworkgov uk Browser OS Mozilla 5 0 Windows U VWiindows NT 5 1 en Ga rv 3 9 2 3 Gecko 20100401 Firefox 3 6 3 NET CLR 3 5 30729 Cohrowse No Category ENQUTRE_Ux Zip code anonymous This will remind you during the session to ask for contact details if you reach agreement to take the question offline and answer the question later When accessing the question from the Question List you are immediately alerted by the additional header message In the example below the patron has provided their email address within the chat transcript To add the email to the question detail e highlight and copy the email from the transcript then e click on the button Change Patron E mail Ret to List Full Question T oe Answer Reject Assignment Add Note Add Descriptive Codes Change Patron E mail Refer To Move To O Question Detail Patron Walk Up m Status uk Babe ee Received 14 22 28 2015 10 07 GMT 0100
17. Profile Ask A Librarian Ask Administrator Knowledge Base Edit Delete KB Enquire staff pages KB Edit Delete KB QP Global Reference Network KB Current Settings Name Jo E mail address jo john oclc org Truncate questions in lists OYes No Truncate after 0 0 999 Characters Session time out period 30 minutes 1hour 2 pind aroure Save Check your name and email details are correct The change you need to make is to the timeout period this should be changed to 2 hours Once done click on Save This should not require changing again OCLC Ltd Version 4 October 2015 Page 10 of 48 Enquire Librarian Training Notes 3 3 Homepage Overview Institution OCLC UK Ltd Eng UK 10837 amp My QuestionPoint 7 QuestionPoint i Jo Exit SELECT SERVICE A Support My QuestionPoint v Help Home Reports Reset Clock Home My Password My Settings My Library s Webform Coverage E My Questions Institution Announcements None English New 0 QuestionPoint Announcements i Blog Wiki Active 2 Last Updated 8 28 2015 Scheduled Maintenance Complete for August 28 New 1 Feedback Framebusters The August 28 maintenance period has completed as planned If you experience any issues please clear your Unassigned 1 cache Thank you for using QuestionPoint Active 3 24 7 Reference Cooperative v The QuestionPoint team F ind ID Virtual User Group Meeting Available Membership Lists y
18. To an Move To a o Question Detail Patron A Assigned UK Support 19 X Status h Received 19 34 20 2015 10 13 GMT 0100 Wait Time 95 Session Time 590 Language English Referred to Glasgow Life Assigned Unassigned Recall Send Message to Librarian Question 10824225 Chat Transcript Do you hold old school Photographs for St Saviours Primary from 1958 to 1965 and also Sir Robert Bellarmine from 1965 to 1969 Can I view these at the Mitchell Patron Institution Enquire IP Address 86 5 176 167 Referer http www glasgowlife org uk libraries the mitchelHibrary archives Pages home aspx Browser OS Mozilla 5 0 iPhone CPU iPhone OS 8_0 like Mac OS X AppleWebKit 600 1 4 KHTML like Gecko Version 8 0 Mobile 12A365 Safari 600 1 4 Cobrowse No Category ENQUIRE_UK zip code ha This shows details about the question Patron Contact details such as name and email where given Section 5 details how to deal with anonymous patrons For this manual an OCLC alias account has been used No data protection rights have been violated OCLC Ltd Version 4 October 2015 Page 17 of 48 Enquire Librarian Training Notes Wait Time How long did a patron wait before being picked up in this case 60 seconds Session Time Shows how long the chat session was in progress in this case 2940 seconds 49 minutes Referred to Shows which library authority picked up the question Question the full initial question
19. a question and should not be relied on to pick up the Enquire questions they are our responsibility in the first instance 4 2 3 How a new session arrives When a new chat session comes in a pop up alert is displayed on your screen This will happen even if you are currently in a chat session This is so that you are aware another session has come in For the first 40 seconds only Enquire librarians will see the new Enquire patrons These patrons should be picked up right away otherwise the question is opened up to the wider 24 7 Cooperative The Cooperative and Back up staff have been asked to wait over 60 seconds before picking up a question OCLC Ltd Version 4 October 2015 Page 28 of 48 Enquire Librarian Training Notes New patron chat session has arnved New Chat Patron Patron Jenny Jones HINT When you log into chat if you are unable to pick up a question and the pop up box does not go away check your pc settings This is often an indication that the Internet Tools Setting has not been set to every visit to the page 4 2 4 Changing your alert and screen preferences Change the way you are alerted to a new session You can change your settings to remove a pop up alert and just have an audible alert This may mean you are able to select a question more quickly lt S QuestionPoint 12 16 42 2009 04 24 BOQ Queues 2 Settings Help Logout J0 John 123891 enitering Live Queues Patron Chat IM 0
20. at this further and get back to you via email Is that OK with you e Keep users interested by offering relevant websites to look at whilst you do further research e Another method of keeping the user engaged is to tell them what sources you are searching and why e If you have had technical problems or require more time to find the answer tell the user politely and send a follow up email as soon as possible with the answer e Before closing ask the patron if the question has been answered Does this completely answer your question e Close each session politely and definitively e g Thank you for using the service For further reference 24 7 Policies section 4 1 General Chat Guidelines http wiki questionpoint org 247 Policies 41GeneralChatGuidelines OCLC Ltd Version 4 October 2015 Page 5 of 48 Enquire Librarian Training Notes 2 2 Customer Service Good service in Good Service Out The importance of the reference interview cannot be stressed enough This is especially true if the question will be coded for follow up a good reference interview is really essential and it helps establish communication with the patron We have some good reference interview guidelines in the Policies http wiki questionpoint org 247 Policies 42Referencelnterview and Best Practices http wiki questionpoint org 247 Best Practices Referencelnterview ResourceSelection Examples of quality and customer service are Matchin
21. great to exchange thoughts opinions questions and answers A really useful service at 22 00 hrs Iwas very quickly answered and referred to my local library with a promise of contact directly Great service Jo John OCLC Customer Support Consultant City Gate 8 St Mary s Gate Sheffield S1 4LW United Kingdom T 0114 267 7502 Aoc OCLC org Facebook Twitter YouTube Enquire OCLC UK Ltd Registered in England and Wales Company No 498573 Registered Address City Gate 8 St Mary s Gate Sheffield S1 4LW Clicking on a question in the New questions list will open up a question This will be displayed as below and shows all the details of the transcript 4 10824225 Chat Transcript Do you hold old school Photographs for St Saviours Primary from 1958 to 1965 and also Sir Robert Bellarmine from 1965 to 1969 Can I view these at the Mitchell Received 19 34 20 2015 10 13 GMT 0100 Updated 08 57 47 2015 10 14 GMT 0100 OCLC Ltd Version 4 October 2015 Page 16 of 48 Enquire Librarian Training Notes Answer Reject Assignment Add Note Add Descriptive Codes Refer To O Move To a gt Question Detail Patron eee Change Patron E mail Assigned Wait Time Language Referred to Question Patron Institution IP Address Referer Browser OS Cobrowse Category zip code Question History Patron 19 34 20 2015 10 13 GMT
22. on implies acceptance of the Norfolk County Council Terms and Conditions Databases See list of databases here http www norfolk gov uk librariesfindit Lancashire Policy Page Email Contact Phone Hours Location Available Technology and Equipment Wifi Access Question Point Profile Databases e Books Tech Assistance Library Card Policies Loan Periods Returns Loan Limits Renewals Holds Late Fees Interlibrary Loan Library programs events services Meeting Rooms Summer Reading Programs Lists Other Policies Search Policies Group Policy Page Enquire staff pages Group Member Policies Lancashire Libraries hg Library Home Page URL http www lancashire gov uk libraries Parent Institution http www lancashire gov uk Catalog URL http http capitadiscovery co uk lancashire searchhelp http www slideshare net LCLIS lancashirelibrary catalogue Policy Page Email Contact IIe Guest Login PIN for Coop Librarians Bolton Header all these headings relate to completed sections and they are also hotlinks Policy Page Email Contact Phone Hours Location Available Technology and Equipment Wifi Access Databases e Books Library Card Policies Loan Periods Returns Renewals Late Fees Interlibrary Loan Library programs events services Meeting Rooms Norfolk Header all these headings relate to completed sections and they are also hotlinks Policy Page Email Contact Phone Hours Location Wifi Access Databases e Books Lib
23. sessions From your Homepage click on New under Question Lists The list of questions question to be answered will be displayed SELECT SERVICE Support Ask v 27 f gt ko Help Questions My Questions Add Question Review Transcripts Service History Settings Raset Clock Active New Pending Referred Answered Closed All New Questions Search by Keyword s x Q Advanced Search Refresh List Records 1 1 of 1 Sort by ID Received Updated Limit to All gt 6 10804689 test for descriptive codes and header training information Assigned to UK Support Patron Walk Up Received 14 22 28 2015 10 07 GMT 0100 Updated 12 25 34 2015 10 08 GMT 0100 m Select Action Assign to Unassigned O Records 1 1 of 1 Clicking on the question opens the detailed transcript SELECT SERVICE Support Ask v Q t 2 Help Questions My Questions Add Question Review Transcripts Service History Settings Rosat Clock Active New Pending Referred Answered Closed All Full Question Return to List B Print View Answer Reject Assignment Add Note Add Descriptive Codes Change Patron E mail Refer To a gt Move To n gt Question Detail Patron Walk Up B e Status T Par uk Spaa Received 14 22 28 2015 10 07 GMT 0100 Language English Question 10804689 test for descriptive codes and header training information Patron Institution Enquire Question History Patron test for desc
24. this page to change the patron e mail address for this question This page creates a copy of the question with a new patron e mail address and Question ID Be sure that the new address is the correct one for the patron who asked the question Old Patron Information Walk Up New E mail Address enter the email address from your transcript here Re enter New E mail Address repeat above New Patron Name Optional used for new accounts Old Question 5 Leave unchanged Delete 5 Close Question This must be put to delete to enable only one session to remain Both the new and deleted Reason for change transcripts will stay linked even though it is deleted optional Cancel Change Patron E mail Adding a reason for changing the email address is optional Once all the changes have been made click on the Change Patron Email button The screen will then return to the question showing the overwritten detail If the patron wishes to remaining anonymous this isn t a problem unless they need an offline response the patron can email themselves the transcript at the end of the chat session see below This additional email information is not stored in QuestionPoint You might want to advise an anonymous customer that they can email the transcript to themselves after the session has ended Ship Wrap People s Network Goodbye anonymo Tou wee here Bouse Fels bee 2 Eee bui QuestionPoint Chat Tha am
25. we have your omal ghen any pistoade of contact infaration Tes fired You can choose bo remain anonymous but an email agerer wil not get back to you you Tieia act serene cantra Cub you paaaa bat me know where shouts you are anonymes 15 24 43 Dogs sory abaut h Tm it arch Cambs Why do ID need to enter my postcode Not al library authorities in England and Scotland participate in the service Lf you enter your posboode Anria TEARS my email aiies ir ve can gee mhii gully pou Big bo ad if they parlkipale m Pe eerice your question can be ahn pading mranani drechy h them so Tara i re nead tor y Pon cantant hen darby We ran o Phat fer re i l E m Le j ean 3 r i a Libreriem 15 25 07 okay tenks for thA you f your authority docs not participate we wil onty be abie to gwa you contact dotais i OCLC Ltd Version 4 October 2015 Page 46 of 48 Enquire Librarian Training Notes 5 3 Example of a question answered offline This is a polite good quality offline reply Question History Patron Chat Transcript Hi Realise you probably get annoying questions like this all time but am trying to track down a book read when was younger maybe about 10 11 think it was called she was a witch or something similar can t remember the author and Google isn t throwing anything up for the title borrowed the book from a Glasgow City Library Rutherglen which is now under South Lanarkshire Authority but cannot f
26. you are on duty To add a script select either Institution Scripts or My Scripts Give the script a short name in Script Name then add the full text in the Script Text box When you are happy with the wording click on Add It will show in the My Scripts column when in a chat session Add New Script Script Name Where have you looked Edit Format v View v Insert v 4 B U omm ae Aw Ar O Fomats FontFamiy FontSizes v Could you please let me know where you have looked for this information so far This will help me not to duplicate what you have already found Script Text p Words 27 Show Hide Tooltip 3 6 Policy Pages Policy pages for your library can be created and edited to help other libraries in the Enquire service or the 24 7 Reference Cooperative assist your users when you are not online For instance if you staff one day per month that is 6 days per year so other libraries could be helping your library users for 359 days per year Policy pages make the patron experience as seamless as we can make it and provide the information we need to deep link into library information Policy Pages can be edited with your Standard User login or an Authority Administrator login From the QuestionPoint user homepage select Profile SELECT SERVICE a My QuestionPoint Home Home My Password My Settings My Library s Wel My Questions New 1 Active 19 Question Lists e News
27. you to deep link directly into local information Policy pages are available only for subscribing libraries Clicking on the word Policies opens a new browser window outside of the chat session Chat Monitor QuestionP x 7 Policies x E i So v questionpoint org crs servlet org oclc profile ViewP olicy jsessionid B89AE4 B69E148353E79C2C315B202418 instid 13595 amp qphost qpap01 pxdu prod oclc org Cc Search w 8 9 A gt QuestionPoint Profile Statewide or Shared Catalog Policy Page Email Contact IP Address Range Location Search Policies Group Policy Page Enquire staff pages Group Member Policies Bookmark Your Library 7 Barnsley Central Library Eng UK a Bolton Libraries ee Bookmark Your Library Bradford Libr amp Info Service Enq UK Brent Libraries E Brighton amp Hove Libraries Enq UK Bromley London Borough of Eng UK Alerts If y Cheshire West amp Chester Council and Cheshire East Council Cornwall Library Service Eng UK m hem which library they use 1 Use the drop dd Croydon Libraries blicy page for the patrons PUBLIC library Derbyshire Library Service Eng UK 2 If they are not on the f Doncaster Central Library Eng UK und here All UK public libraries click here for link Dudley Libraries Enquire TE Enquire Yahoo Answers Profile plic libraries providing access to Find a Book as well as a link to the national chat service via Qwidget Glasgow Life It may n
28. 238 12345 10 Limit to All O Unassigned Patron t r Assigned to Patron Anonymous Patron t Unassigned Patron t Assigned to Patron r Assigned to a Patron Assigned to Patron Anonymous Patron t Assigned to Patron Anonymous Patron t You can also access the Question Lists via the Ask module heading in the drop down menu My QuestionPoint SELECT SERVICE My QuestionPoint _ Administration settings Ask Knowledge Base Profile Reports OCLC Ltd Version 4 October 2015 Page 13 of 48 Enquire Librarian Training Notes 3 4 2 Question Lists Click on New under the Question List heading this takes you into another screen listing all the questions that have been asked by patrons and picked up or assigned to your authority Active New Pending Referred Answered Closed All New Questions Refresh List Sort by ID Received Updated 10815653 Chat Transcript My account says that it is linked to Hack David Lovatt Who is he and whatdoes that meme an Received 21 37 49 2015 10 10 GMT 0100 Updated 10 40 13 2015 10 12 GMT 0100 10804689 test for descriptive codes and header training information Received 14 22 28 2015 10 07 GMT 0100 Updated 12 25 34 2015 10 08 GMT 0100 E Select Action Here you see a list of all the questions by category Active questions for follow up awaiting further informati
29. 3 20 GI 10 UK Support 100284857 Patron chat aM CO Queues New 0 My Active 1 All 0 Librarians 17 Question Qwidget test question for an anonymous transcript Jo training admin Note Patron s screen name Library Patron Jo training admin Librarian Jo training admin has joined the session Tools wrote 20 Patron Library 24 7 Welcome Anonymous patron get details Books or articles or online Deadline Enquire Welcome Have you looked already Library doesn t participate in Enquire More specific PC problems Shall I do more research Stage 1 process for rude or abusive patrons Stage 2 process for rude or abusive patrons Welcome and busy What is the info for 1 Enquire welcome GM Which Library do you use JO come back with question JO sorry been so long click here script 118118 AQA Birmingham Libraries script Enquire referred questions non subscriber Good Question Just a moment More detail More specific Non subscribing Offensive Abusive 33 My Library OCLC Ltd Version 4 October 2015 gt gt Page 30 of 48 Enquire Librarian Training Notes 4 3 The librarian chat screen Patron Chat tab An overview of all the areas of the chat screen is detailed in this section and the processes associated with them Click on the Patron Chat tab 4 3 1 The New tab This is where new chat sessions will c
30. 837 My QuestionPoint 37 QuestionPoint Jo Exit SELECT SERVICE Support My QuestionPoint p O Help Home Reports Reset Clock Home My Password My Settings My Library s Webform Coverage New 0 QuestionPoint Announcements Blog Wiki Active 2 Question Lists New 1 Last Updated 8 28 2015 diia r i irk a Documentation Training int t t chedule aintenance Complete for Augus Feedback i Framebusies The August 28 maintenance period has completed as planned If you experience any issues please clear your cache Thank you for using QuestionPoint 24 7 Reference Cooperative v The QuestionPoint team Virtual User Group Meeting Available Membership Lists v On Thursday June 18 2015 OCLC hosted a virtual user group meeting We talked about the future of QuestionPoint and the dedicated team working on QuestionPoint The video includes a demo of the changes in the most recent release followed by a group question and answer session Check out the recording and let us Unassigned 1 Active 3 Find ID Add a Question Quick Links know if you have any questions ShiftPlanning Time Clock View the WebEx recording 46 minutes Launch Chat Chat Monitoring Tool Subscription Group Announcements Chat Patron Practice Form Last Updated May 2015 Knowledge Base Search Global KB Reporting Issues and Queries Advanced Search Please contact the Support Team Tel 0114 267 7502 0845 267 7502 l
31. Fidei rel Jos Pota ties is a rearing I anky Jor noe to end the session Perot Patrons Lan Jo Lbranan emded chat session Lost Cal Prackce aki Info Husson AH403 G0 MOT PEE UP training Paran Manne wri ijo johrog Bygteon s Library Peoples Heiwark Onire Bigquiry Sernac Erig4ik Queue A Erequire Ue IF Qddress J ithe 444 123 A Retarer hiipii ara ake adhe cia cag Lib r FOET Bowser Oo Meala booripablilde PEE S0 Wirelows HTS i Serl F abn or Chal Secs Frebae Chieti Resolution codes quantify how the question was left Answered The question was answered in full with no follow up required at the moment although the patron can come back to you later Follow up by me you have agreed to take this offline and get back with an email response later Follow up by Patron s Library sends the question back to OCLC Support to forward on to the patrons library If you are participating in the 24 7 Reference Co op it will go back to the relevant institution for local follow up Practice use this code for any test or demonstration question These are not then recorded in the statistics OCLC Ltd Version 4 October 2015 Page 38 of 48 Enquire Librarian Training Notes End Session E h Tabpct Peon Jeanne John Adi Deere astian Ghat Tararo OO WOT PIG UP Farm Zoe as iea Bao oar a aa d Select Description up to 4 Added 1 Ja Liprerian Jo has jored the geggi Acess Test Jor Mote the is a
32. From the Offline area click Launch Chat 4 2 1 Selecting queues Select the queues you will be monitoring For standard Enquire chat all boxes should be checked It is a requirement to participate in the 24 7 Reference Cooperative For local services your local service will be your Primary Queue When monitoring local chat only the Primary Queue should be selected Select Queue Select queues to monitor and click Save To monitor your Primary Queue with no potential rollup delay in your chat monitor you must check your Primary Queue box even if it is also part of another line item Select All Queue Primary Queue A Enquire UK BME Queues A Barnsley UK A ENQ Bookmark A ENQ Cornwall UK A ENQ Donci Cooperative Queues Enquire A ENQ Doncaster UK AQ Essex UK A ENQ Halton Iv IN Is Is 24 7 Reference Public Cooperative _ Monitor Practice Queue Only Save OCLC Ltd Version 4 October 2015 Page 27 of 48 Enquire Librarian Training Notes 4 2 2 Checking who is monitoring the shift Once monitoring the live queues you can click on the Librarians tab to see who else Is monitoring the shift with you This will list who is from a UK Enquire library and who is from the US 24 7 Reference Cooperative libraries and also OCLC Backup staff and how you can also see whether your fellow Enquire librarians are in session with you or just monitoring a local service S QuestionPoint 12 13 12 2004 24 Queues 2 Se
33. IRE_UK Chat Transcript Do you hold old school Photographs for St Saviours Primary from 1958 to 1965 and also Sir Robert Bellarmine from 1965 to 1969 Can I view these at the Mitchell Note Patrons screen name M Librarian ME has joined the session Hi I m a librarian in Washington state U S help out when your librarians are busy Reading your question now Unfortunately your librarians are not online right now Would you like for me to forward your question to them for follow up via email Thank you Yes thank you Are you referring to the Mitchell Library Yes the Mitchell Library inGlasgow Thank you let me just check to make sure they are connected with this service I ll be just a moment I m not finding that information in the Policy Page unfortunately But I ll go ahead and forward this You will hear from someone either from the Mitchell Library or Enquire soon Thank you for using this service today I m sorry couldn t be of direct assistance Thank you Karen You re welcome Goodbye for now No problem thanks Patron ended chat session Note Set Resolution Followup By Patrons Library Note Mitchell Library in Glasgow Referred from Enquire 10836 by UK Support 100284857 to institution Glasgow Life 12598 Reason Referred Local Query Answer Reject Assignment Add Note Add Descriptive Codes Change Patron E mail Answer Reject Assignment Add Note Add Descriptive Codes Change Patron E mail Refer
34. Ltd City Gate 8 St Marys Gate Sheffield S1 4LW Phone 44 0 114 267 7502 0845 267 7502 local rate Web www oclic org OCLC Ltd Version 4 October 2015 Page 2 of 48 Enquire Librarian Training Notes Contents Me INO TOON accross veces cheese ses cece wes ne sno cs caccean ct sececwsesecscececeuecuencesostevecsesecsccdesuessaseucuessueevciseceessesesestcicececssecete 4 Ml Vy WVU ENGU O saeco si aes stan alee E E E T 4 2 THE BASICS QUALITY CUSTOMER SERVICE AND PROCEDURE ccsssoossssccccssscccsssscccssscccescscoees 5 Doe NNEC e E cece sea sence ve AEE E EE EN A dents boat A E E 5 2 2 C slomer Servile Sean ne ana ne aC E rE ee ee a AE 6 2 3 What to Check before starting your SIMIC gecniseasceassensvewssearncaaicheacecnseesanadeniiueseveolenandelwiceeavevansoacentees 7 E IS OTS T T S a E E T E eee N 7 De T S E E Cessna ese sista E E N E E E eet neatnan a race 8 3 OU LOIN OTN SOFTWAR inaari ORAA OA AEA OO EA 9 3 1 Logging into Qu stonPoini 235 sadssesescnsadienesmppeidasetcewah sue dsadaeatienssoaunssangiaduwobouaseatsnutidmectemsesnasaets 9 32 a Se TGS C581 OF Tne OUT ran E EEE 10 eo Homepage OVCE W nen mene E 11 De TEIN Jora WEDE ossia a a ENN IEEE NEEE OTE ORTE EREE 12 3 4 The offline area ccccc ccc ccccccsccscccceccsccecaccscceccecsccecaecsccsccececsececeecsccscascacescescascseescescseescscseens 12 Dd Oues ons LISIST ASK MOUNIE oinor eE E a E TRN 13 OCS OI IAS casos saeateen hc es ca erst eset Saas aad
35. P QUESTIONS FOR EACH SHIFT Training material can be found here http enquire uk oclc org content view 115 113 47 Thursday Friday Saturday os oct os Oce fot 6 RO S 48 08 Oct osoa ooa a O 49 AM CMM e 50 Croydon SCC Brighton amp Hove 2 Newcastle 9 45 12 15 24 7 51 Lancashire Surrey E indsor amp Maidenhead Poe 52 essex a a a 53 _ ee ee 54 Pem o OM ss Hull Manchester Kensington amp Chelsea Westminster J Cd 56 Newcastle 1 4 North Yorkshire Derbyshire fo s Oo oo i e e o Le SB Nottingham City 24 7 teva 1 Shows date and time the rota was last updated 2 Shows which authorities are also monitoring the 24 7 Reference Cooperative The blank line between authorities denotes the two daily sessions am 09 00 13 00 and pm 13 00 17 00 OCLC Ltd Version 4 October 2015 Page 7 of 48 Enquire Librarian Training Notes 2 3 2 Checking your pc settings Next check your pc settings This is important as it is the settings that enable the automatic refresh of the chat between yourself and the patron If these settings are not changed responses will not come through from the patron If you forget to do this before launching chat don t worry you can do this when you are in chat On your browser menu bar not the software click e Tools e Internet Options e Inthe Temporary files areas o Delete your cached pages o Click on Settings and change the radio button from the default of au
36. User ID A h 9390 Password A eeeeceeee Forgot your password Click Here 4 lf you cannot remember your password use the Forgot your password Click Here option under the Password cell your login details will be emailed to you If you still have problems contact Support The password will initially be the first 20 characters including full stops and the of your email address When entering your password you can either cut and paste your email address as detailed in the User ID email or just keep typing until the cursor stops there is no need to count the characters The password is however case sensitive The first time you login you will then be prompted to re type the password and select your own unique password 4 support uk oclc org or tel 44 0 114 267 7502 0845 267 7502 OCLC Ltd Version 4 October 2015 Page 9 of 48 Enquire Librarian Training Notes 3 2 Change the session timeout My QuestionPoint QuestionPoint SELECT SERVICE My QuestionPoint v amp ki Home Reports Home My Password My Settings My Library s Webform Coverage From your My QuestionPoint home page click on Settings this is the 3 option on the red menu bar SELECT SERVICE A D Support My QuestionPoint v Help Home Reports Reset Clock Home My Password My Settings My Library s Webform Coverage View Change My Settings Account Privileges Account Type Librarian Institution Report None Profile Approve
37. ak use Shift enter keys This will continue any title formatting on the previous line p Words 0 Show Hide Tooltip Scripts Select nc Script v Select Institution Script 7O Select BME Script O File size limit is 5 MB Total attachment size cannot exceed 12 MB Attachment 1 Browse No file selected Attachment 2 Browse No file selected Attachment 3 Browse No file selected Attachment 4 Browse No file selected Cancel Save Answer Save Draft Q Search KB Compose the answer to the question in the Answer Box Next you can do several things e Send Answer this sends the answer to the customer and sets the question status to answered Scripts can be used if you want to Attachments can also be added to the reply e Request Clarification this sends a message asking for more information to the customer The question status is set to pending e Send Message do not use this e Save Draft saves your reply as a draft for editing and completion later A patron will receive your answer as an email They can respond to the email they receive which is from a generic QuestionPoint email address The reply will arrive via the software in the Questions List area As the question has been assigned to you as you answered it you will also receive an email notification OCLC Ltd Version 4 October 2015 Page 44 of 48 Enquire Librarian Training
38. ant hiat rasan has anded Thank WOU Foa 5 ct r T P pe for using the Ask a Librarian ha mie Welvome to Enguire Sete The chat transcript to yoursel by entering an c mail address below and clicking send F A nT na i j gop E mail kke Smg erler your deals acl viur questi len press Correct i Discover fae A Send E piccover rere is a LK cdbboratws of ower A0 publie bihranes thimightut England and Sectiand otarting the sarace Monday Saturday Qam Spm Apter thesa hours you wil ha cannected to one of cur partners G n the WEA Diegse Lake amumenl lo fil woul a survewe al Chol Srey IF you have a local question we mil m most cases be able to help you however the query may be refered back bo us bo fell up the exl mukiy dey Enquire msan connects wou bo somone who amp rained to hei you find the answers bo your qqs ons a Sas TREDI Ar The eral af sur ceci Tye aitened an gi chi a ranar ef the ge i val be amiada fs iL D Sy a SES I U W A E E A RS A S od See ES A Le rl ee ee ee fo you inchucing inks Tt you hawe alacted not tn enter an amad address you can allin datai at the i i T amd bo cend the sesaon to poursal librarian 19222545 5 Librarian Admirala E j o has pote Hie sacann Librarien 15223203 6 Heslo wakame to Why should T enter my small Enquire Librarian 15223244 notice that you haven t TF ere ened to condat further research and get back to you beter It amp important
39. at Transcript DO NOT PICK UP raenn Jo Patron Time Patrom s Last Message Jo Librarian Jo has joined the sessior g Joews Jom 10 41 33 2009 04 27 Jor sae ae Jo Please can you explain Tools loanne John Policies Notes Add a librarian only note Transter End Session You can use the notes tab to write any information about the transcript in progress These notes are librarian only notes and are not visible to the patron Here you can add information as follows If you are taking the question offline you may want to make a note of due date or any reference material you immediately thought of may be useful If the session is a rude or inappropriate question as well as ending the session promptly you may also want to add a note OCLC Ltd Version 4 October 2015 Page 35 of 48 Enquire Librarian Training Notes 4 3 2 5 Policies Using the Policy Pages in chat QuestionPoint i 3 O4 19 O4 27 Queues 2 Settiregs Help Logout PON Leos Monitoring Live Queues Patron Chat Im 0 Queues Joanne John My Active 1 ul Ubranans 12 Question Chat Traerserpt DO NOT PICK UP traning Jor Patror ee loane Jory Patron Time Patron s Last Message To Librarian Jo hee jouved the sessioe pi Jarre John 0 41 33 2009 04 27 Jor w te i trainina question on Tools np Notes Add a Wbrarian only note You will find using the Policy pages for local information useful when in chat as it allows
40. csccccecececcccecececscescececnceceseecscucesuceeeecess 41 Grd OCN E CILIA TO A COM CO OU Oeics deirsicedlebavesccssecenctesanatacomneatidasave ss oka Te dapaeiso a te Te 4 4 4 2 Receiving and ending An IM from COLCA QUC ccccccccccccseeeeceeeee ceca eeeeeeeee enna eeeeeeeeeeeaaaeeeeeeeeeeeaaaasseeeeeessaaaaees 41 4 5 Closing your chat screen and QuestionPoint nseesssoeeeeessssssseeerssssssssserrrssssssseeeresssssssseeereo 42 5 ANSWERING QUESTIONS OFFLINE sceecseccscscccssccssocoosoeoscocoossecseseoscoeossseoccseossseeooseossseocoseossseesoseososeessseesoseosos 43 5 1 Answering questions Follow up chat sessions ssesssseeeeesssssssseerressssssssererssssseseeresssssssses 43 3 2 Replying to anonymous SesSlONS 54 teerccerth stents ep EEEE E ETa Ei 45 5 3 Example of a g eston answered OTTINE witescssesveceteescusssseracceteenmndudaasvaceseargacsdessexcnienmcedseseuceiens 47 6 SOCIAL NETWORKING eesesecsesesscsesccsesecccsesecscsesecsesesecseseosesesecsesesccsesecsesesecsesesecseseosesesecsesesecsesessesesscseseoseseseosesese 48 gp MS 221 2010102 Uh te ee tee ne ne ee ea 48 OCLC Ltd Version 4 October 2015 Page 3 of 48 Enquire Librarian Training Notes 1 Introduction 1 1 What is Enquire Enquire is a subscription service and formerly one of a trio of People s Network services originally commissioned by the Museums Libraries and Archives Council MLA in 2003 It provides a high quality public library refe
41. e Enquire services link Enquire is also present in the social networking and community sites This is to gain both visibility and to actively demonstrate libraries are a valuable repository of information to those disengaged and lapsed users 6 1 Yahoo Answers Enquire service has become a Knowledge Partner in Yahoo Answers In doing so it brings the service to a point of need and demonstrates the value of libraries to a web audience wes eerie wore merme sT Yaroo yp ete raria ate nuw POVA CARS av Anan O Barve Or tone Ai dotted Phare tbe MER ore Yahoo Anewerct Koowiedpe Parmers Te hamei Pee pap Gere aa mty Pi Soya Sw at Bae ore pet ber aa er gage wt he ero ogee cnm t Gy 5 JC omr z g whee ik over Quen Wee oe m Ae CONEY SA PE ne Y EPRA ber a r an Prenem Abl pamerakan aeg faten Teo aae Pete p ay e a bee eee ph ioe alale Pele mal eg ee be ty 4 tere ee Mme j Iere aene Re a a4 ere re a opas AM Ley Cond Om by peara baw other at persone Owner a ee a aa Oe t ad ke re lA aa A bare tein aam ma emen A pka a enna shea wee mer eare kopy owt tiry he Gaora A Aaa n ooa Dra Pe i D E ere Awhe PED a ai Ma Leys a hapte en ey rae an ement pu n rr srra ent ot be rend Arra Ceea OF he pae MDA rAr Srg Piece Aec rra sOi edn re precy miye inir rear ee D ays W orais D taa O Cea E ra DO ea ees ag dhag T S a BB ey cree Bl a 8 eee OB ee aa Bees ET oee pe ee E r eee Bee ul p mo aa W a Bl amp
42. e is emailed to the patron You will then return to the New patron area to await another question SS QuestionPoint 10 49 34 DOOS O4 Queues 2 Settings Help Logout ti L23 F 5 Jc JE Monitoring Live Queues Patron Chat IM 0 Qucues New 0 Rive Jbreners Patron Time Quate Question Tools OCLC Ltd Version 4 October 2015 Page 40 of 48 Enquire Librarian Training Notes 4 4 The librarian chat screen IM tab This tab allows you to contact colleagues through Instant Messaging This can be used for a variety of reasons e You may need to log off e You may wish to transfer a question to someone e You may wish to say hello that should have been my question 4 4 1 Sending an IM to a colleague To send an instant message click on the IM tab then select the librarian you want to IM by clicking on their name As with chat type your message in the box and send ee m e QuestionPoint UK Support 100284857 13 43 26 2015 10 14 GMT 0100 Queues 2 Settings Help Logout Monitoring Live Queues Patron Chat IM 0 IM IM Librarian Queues Queue Library a Active Time Linda Denney B P 114 Stephanie Coates 1189 Edward DeButts 10198 Page Lane Pamela 140 Lesley Tomlinson 1453 Margaret Brockman 129 Neil McClean 124835 Catharine 129773 Joanne Lane 133705 Alaine Allen 133706 UK Support 100284857 Heather Memess 13484 Terry Heath 139878 Cher Grazier 119616
43. e public by providing Need assistance for Enquire unfettered 24 7 access to library and information professionals through chat and email technology Contact OCLC Support Enquire is socially inclusive available to anyone with a web browser or web enabled mobile device and Internet access and whose library participates TUUL TULA SOPIVILe UTOR 3 Enquire Rota Click Here agive shared service delivery Enquire ffers you the ability to create locally tailored services that all come into one piece of software Main News events member info Interesting Questions Survey Comments For the purpose of finding out who your shift partners are click on Staff Rota You ll see the page below where you can click on the Staff Rota link from the menu bar an Excel spreadsheet will download showing which other authorities will be staffing Enquire with you during the shift Below is a copy of the staff rota Al B G D E F G 4 The 24 7 rota tab has been removed as all Enquire libraries not necessarily each staff member 2 Enquire s should be staffing this queue for all of your designated shift 6 HINT To find your authority use find on the menu bar or Ctrl F and type in part of your authority name Ask a Librarian 24 7 7 www asSkalibrarian org uk a 9 PM shifts are 1pm 5pm 10 30 ALL AUTHORITITIES NOW 24 7 FOR EACH SHIFT AT LEAST ONE PERSON SHOULD BE MONITORING THE 24 7 REFERENCE QUEUE AND PICKING U
44. g Take the tone of your interaction from the tone of the patron i e level of formality or personalisation or if you are not sure be slightly more formal Take charge but only within the bounds of your confidence Enquire is not advocating the use of emoticons and text speak Depth of Response How much of a reference interview is to be conducted will they want short or long answers how much help to be given when questions are received outside the scope The reference interview will assist you in getting these answers The reference interview will also help identify the timescales you have to respond How much time should be given to a transaction There is no predetermined length for a chat session The average session time is 16 minutes although it can be much less and if you are very engaged with the question or patron it can take significantly more Use your own judgement as to when you think the question can be wound down Use closed questions that require a yes or no Does this answer your question Local questions Many patrons use Enquire to get local answers This is acceptable and if the patron s local library authority participates in Enquire there is no reason why they cannot be helped Through use of the policy pages see Section 4 2 you should be able to assist them It is also useful to remember that when you are not on duty other libraries in both the UK and US will be answering your patron s questions Signp
45. gy and Equipment Wifi Access Databases e Books ri i Library Card Policies ER ani Reciprocal QuestionPoint Profile Loan Periods Returns Loan Limits Renewals Holds Late Fees Interlibrary Loan Obituariea Local History Community referral Library programs events Mosting Rooms Summer Reading Information services Programs Lists Search Policies Group Policy Page Enquire staff pages Group Member Policies Nottingham City Libraries Enq UK X Nottingham City Libraries Enq UK Library Home Page URL http www nottinghamcity gov uk article 22851 Libraries The library service in the City of Nottingham is provided by Nottingham City Council PLEASE NOTE that NOTTINGHAM CITY COUNCIL and NOTTINGHAMSHIRE COUNTY COUNCIL are 2 separate library authorities with a shared catalogue and membership but differing policies Parent Institution Nottingham City Library amp Information Service is provided by Nottingham City Council http www nottinghamcity gov uk index aspx articleid 1 Catalog URL https emlib ent sirsidynix net uk client en_GB nottcity Statewide or Shared Catalog The library catalog is a joint catalog for Nottingham City Libraries and Nottinghamshire County Libraries items appearing on the catalog are available to members of either library service Policy Page Email Contact nicola holmes nottinghamcity gov uk Database Access for Coop Librarians library card etc NOTE These URLs usernames and or passwords must not be sha
46. he etiquette section chat in short sentences and use ellipses to advise more information is coming OCLC Ltd Version 4 October 2015 Page 31 of 48 Enquire Librarian Training Notes 4 3 2 Picking up a question Chat Tools including anonymous patrons The rest of the screen becomes visible once a question is picked up Now you can access all of the tools to make the chat session a success You will also notice that your session has moved from the New tab to the My Active tab where more of the screen is available to you as shown in the information below 4 3 2 1 The Info tab CwestionPoint 10 41 44 DOCS 0427 Queues 2 Se Mngs Help Logout r Joba 123391 Moniboring Live Queues Patrin Glial Iha CCW ures Joanne John wiy Active tl P Librarians 12 Cas tion Chat Traneecipt OO NOT PIC LP raining Jo Hote Faron s soreen name Joanne Johr Patrin Tirik Patrons L st Hessagi Je Libearian y has jomed thie gestion E i Joe re Jor 10 41 33 Aara Tools Joannie John Paliciag nmng Hure Service Enmng LE P Address 192087 44 122 Referer http eae oskablbearnan org uk Brow ris Mozilla 4 0 oom meting PEIE 6 0 Wiridows ANT Sot Sut ET CLA 1 1 4322 HET CLR 2 0 50727 MS ATC LH 83 Conroe Tes Transfer End Session Tr erig dat fron vee oer or This tab provides you with information about the customer It provides Patron information their name and email address if pro
47. ind anything in their catalogues The book was set in the late eighteenth century and was told from the perspective of a young girl whose mother was accused of being a witch because she wanted to learn medicine and had progressive views of politics remember her mother amending the title of rights of man to and women as a scene in the novel Bizarrely remember the epigraph was of shade and sunshine for each hour see the measure made and wonder not if life consists of sunshine and of shade inscription on sundial of mother s name herb garden am beginning to think I ve made it up so would be really grateful if anyone has ever heard of it Thanks Mxxxxx Librarian Librarian 24 7 Cooperative librarian has joined the session Librarian Hi am a librarian in the State of Tennessee and will be assisting you today Your librarians have asked our librarians to staff this 24 hour service when they are unavailable am reading your question right now to see how can help you Librarian would be happy to forward your request on to a librarian from your library They will get back with you via e mail Will that work Patron Well I m in Edinburgh now so it would probably be best if it was a librarian at Rutherglen library in Glasgow as that s where got the book Librarian understand They will contact that library if they need to I m not sure what their policies are on book searches but I m sure they would be glad
48. insnasaa E AE suas tats sess aE 14 De SOILD FS ater gyes tea E E A E N EE IN EN E E A ssc onciestendeed 19 FOFO Pa e E E E E E sceencees 20 IA SUPPO aa e E E E E E E 24 LEETS OFTC HATEN oE A E E E S 25 4 1 Patron Customer Access cccceccecececcccecececcceccccccccscececsceecscecseseesscscscesuscscscecesescscncsuceeescess 25 Aid Taron Customer pre Tence ODON rreri a E Tatas As Raa 26 4 2 Librarian ACCESS c cccccececcccececccecececcccscececscecuscscseueescecsencescscscseeseesscsescassscscscucesescsencsusescecess 2 4 2 Selene GUCU CS sass cvcasaacniseiduusesosanatederaunde EA EEE EEEE ERE EAS EEEE EEEE N EN 27 4 2 2 Checking who is monitoring the SNIUft ccccccccccccccssssssseeesessseceeeeecceececnsaaaaessssssseeeeeceeeeeeseuaaaaegsssseseeeeeeeeseeeeaaqaggs 28 d2 3 How anew session CITIV ES ics ocin cece iaenceeasciactiesaidsetedainsaciteid sie nwaunieadeidaleattedsaeaetidssldanueaeiuebbaseaiedeledaicnelcidainuscavidedlces 28 4 2 4 Changing your alert ANd screen preferences cssceccccccccccnneesesececeee ee eeeeeeeeeeeee ae eeeeeeeeeeeaaaeeeeeeeeeeaaaaaeeeeeeeeaaaaeees 29 4 3 The librarian chat screen Patron Chat tab 20 00 0000 0 ccc cece cccecececcccccecececcscccecuccescscececesucesccess 31 o E POTN C1 E E EA E 31 4 3 2 Picking up a question Chat Tools including anonymous patrons s ssseeeeessssseennnnsssseeennnsssseeeeessssseerressse 32 4 4 The librarian chat screen IM tab 2 0 0 ccc cece ccc ccececccccce
49. ion by someone outside your library e A patron whom your library asked to clarify a question or e A library or expert to whom your library referred a question for an answer Answered Answered Questions for which an answer has been sent to the patron EF Closed Closed Questions that a librarian or patron has closed Active New A combined list of all the questions in the New Pending and Answered Pending question lists Answered Referred New A combined list of those questions in the New Pending and Answered Pending question lists that were referred for an answer by your library or to your Answered library The list includes questions referred Referred E questions only e By your library to another library in your group to the Global Network or to a subject matter expert e To your library by another library in your group or by the Global Network 3 4 2 1 New Questions area You will need to open a question from the New questions area if one of the following has happened You are on shift and a general question that was referred back to Enquire overnight by the US for additional answering You are not on shift you may have a new question referred as it is very local and requires specialist knowledge You have completed a chat session and need to undertake further research and get back to the patron The patron has asked for a response via email For points 1 amp 2 your authority will receive a daily e
50. ll look at how the patron customer accesses the service and what their view will be We ll then concentrate on the librarian functions Here s a quick checklist of things to remember when conducting a chat session e Never forget the reference interview the same principles that apply to physical email or telephone reference still apply here Always try to ascertain the level of response where they have been before and what they want it for Be confident to multitask you ll need to be able to cope with opening multiple internet sessions to find information Have a positive service attitude and willingness to help Be mindful of colleagues that may want to contact you during a session Instant Message If you want time to think about a response then take it offline Use the Policy Pages Stay calm and have fun 4 1 Patron Customer Access To get a better feel for how you can help the customer be a patron e Know your way around the patron s form e Know how pages are displayed e Look at the difference preferences that are available in a session for different formatting The service can be accessed by your own specific Enquire URL or Bookmark Your Library for Bookmark Your Library he patron will need to validate their postcode Chat with a librarian live 24x7 The Ask a Librarian service is powered by Enquire a collaboration of libraries in the UK and US You can chat with a librarian in real time or ca
51. mail containing all referred questions information from OCLC Support Example of the emails that are sent daily to the Enquire list for libraries to action as appropriate OCLC Ltd Version 4 October 2015 Page 15 of 48 Enquire Librarian Training Notes From support uk oclc org Sent 08 October 2015 08 27 To pn enquire l oclc org Subject Enquire referred questions and rota reminder Thursday 8 October 2015 Good morning There are no referred questions this morning from Enquire to your libraries but please continue to check your local New Question Lists for any that have come back to you directly as these are your citizens wanting assistance My Questions New 0 Active 15 Question Lists Unassigned 1 Active 238 The rota for the rest of this week and next week are shown below If you have any queries please contact Support Thursday Friday Saturday CC 08 Oct fov oct sf tet o Staffordshire Newcastle 9 45 12 15 24 7 Surrey Westminster o Essex Bradford Kensington amp Chelsea fp ja2 oct asoa at O 16 Oct Windsor amp Norfolk Cornwall Maidenhead Newcastle 9 45 12 15 24 7 Sandwell 9 30 1 30 Ooo Ooo Nottingham city ae ate Hertfordshire Southwark pO Oxfordshire ee Best wishes Jo Enquire Customer feedback 2015 Ilove this concept I ve never heard of it before today I ve talked to two librarians today and they were both great and a lot of help It s
52. n email your questions and simply wait for the answer In order to use the ask a librarian service you need to enter your postcode below oo SUBMIT Your Question Message gt OCLC Ltd Version 4 October 2015 Page 25 of 48 Enquire Librarian Training Notes 4 1 1 Patron Customer preference options In the chat form the patron is able to change their viewing preferences T question oiet Chat Hella Jo Jeha jake Baciary People s Network Thask you ter your question There may be a brie delay mbile vee Cosmet yeu to a librarien While you meit con you provide any more rdermation ebout your question She Fengin Welcome to Enquire Chat Transcript TRAINING do not pick up st thaettreet Preferences A wn P Meare Opect your DNAren Rr 2 OF J aa 0d Fetes 0 Sher A orar o freee 8 Oa out Of YOA caat oa pon The Sat bette eo erate te ets pee Fe let atte 4 srry ptt cas g i T Nen ersage Chine 5 P TO Wt rae bror aaah nn aerea Sere na Set fe aa iaae he be es Newt heitege Chie T T Digian Srt wan Thees pewlererce arden Show jaa to ut De Sa aoe tort ce Ma colo Of ew a oe re y we rN org Font Sine 17 Fo berg Yre T Cuber Sodere Miris cr oer eee if er oe 8 s a Sere Derg Cwer ec nd j Compote message and sete da librarian e a arta Seed Sasunn fanach n i s yt the esi WO 22003 hpp mee he panvice Dette eo woe on j ng iodio cleave ite acd ey Tents reg
53. ning and resources to families and to carers of children and adults with learning disabilities Resources including inclusive communication equipment are available to borrow from Essex Libraries Search the library catalogue using the search term inclusive communication resources You can add text or URLs whichever you feel will require the least amount of updating On the following page are a few examples of Library Policy Pages When updating your own policy pages you can view others by selecting the Search Policy Pages option from the homepage OCLC Ltd Version 4 October 2015 Page 21 of 48 Enquire Librarian Training Notes SELECT SERVICE My QuestionPoint v Home Home My Password My Settings My Library s Wel New 1 Active 19 Question Lists Nee dn ine OOO as l aes F a i Craib aa ne Knowledge Base Search Global KB 7 Advanced Search Profile Search Policy Pages Search for Bolton Policy Page Email Contact Phone Hours Location Available Technology and Equipment Wifi Access aaa er QuestionPoint Profile Databases e Books Library Card Policies Loan Periods Returns Renewals Late Fees Interlibrary Loan Library programs events services Meeting Rooms Search Policies Group Policy Page Enquire staff pages Group Member Policies Bolton Libraries Eng UK Bolton Libraries Enq UK cro e m Library Home Page URL http www boltonlams co uk
54. ns click the View Policy Page button at any time during the edit process To see which WorldCat Institution Registry record your institution is linked to click the View WorldCat Registry button If your institution should be linked to a different record please click here Correction Form When you have completed this page use the Submit button to alert the Coop Manager that your institution is ready to participate in the 24 7 Reference Cooperative Use this only upon policy page completion The Answers People View Policy Page View WorldCat Registry Edit Alerts Sunday 11th October through Thursday 22nd October Due to maintenance the library catalogue will be unavailable It will not be possible for customers or library staff to search the catalogue place reservations or manage accounts including renewing books online Customers can renew books during this period by calling 0845 6037628 visiting any Essex library or by you marking any chat for follow up PLEASE ASK CUSTOMER FOR THEIR LIBRARY CARD NUMBER AND NAME New users will not be able to use the library computers or wi fi eBook and eAudio customers will be able to access OverDrive but BorrowBox customers will only have access if they use the app Libraries will be open and customers can borrow and return resources Ongoing Some customers have reported problems accessing Essex Libraries online catalogue First customers should not use saved links but should type the follo
55. o b ihom yi hesti T moona Cweret dre wn Vy Acove JM Seeworm the ties here ot ooo osT Po beme m Fral T Sra 4 5 Closing your chat screen and QuestionPoint The way in which you end your time on shift is important If you log out incorrectly you will still show as logged in and the 24 7 Cooperative may assume you are still staffing and will not pick up questions that come via Enquire swiftly enough Ending the chat session e At the top right of the chat screen click on the Logout button e The screen will close and another will replace it This screen advises you that your chat session is now logged off and the close window button should be clicked e You will be back at the QuestionPoint homepage to continue with offline work o we ee Morwtorng Practice Queene 37 QuestionPoint Chat Goodbye Theemes du Siker 100747747 Ask a lrarian Chat is now le ped off To log out of QuestionPoint completely at the top right of the homepage click on Exit This will log you out of QuestionPoint OCLC Ltd Version 4 October 2015 Page 42 of 48 Enquire Librarian Training Notes 5 Answering Questions Offline Offline questions are questions that are no longer in the chat session but require further contact with the patron These can be chat sessions you have set for further follow up via Follow up by me Referred shift or local questions as part of Enquire follow up 5 1 Answering questions Follow up chat
56. o Tma you seemorn ap ties ecctrercety aigf Thanh you lor using m onime Ove reference service OCLC Ltd Version 4 October 2015 Page 26 of 48 Enquire Librarian Training Notes 4 2 Librarian access Log into your QuestionPoint account as we described in Section 3 SELECT SERVICE A D Support My QuestionPoint v Help Home Reports Reset Clock Home My Password My Settings My Library s Webform Coverage My Questions QuestionPoint Announcements English New 1 Last Updated 8 28 2015 Active 19 Scheduled Maintenance Complete for August 28 OO eo The August 28 maintenance period has completed as planned If you experience any issues please clear your Feciiback Frenchie New 1 cache Thank you for using QuestionPoint Blog Wiki Unassigned 0 Active 237 24 7 Reference Cooperative v Virtual User Group Meeting Available Find ID On Thursday June 18 2015 OCLC hosted a virtual user group meeting We talked about the future of Membership Lists be QuestionPoint and the dedicated team working on QuestionPoint The video includes a demo of the changes in the most recent release followed by a group question and answer session Check out the recording and let us know if you have any questions Add a Question Quick Links View the WebEx recording 46 minutes hiftPlanning Time Clock Launch Chat Subscription Group Announcements at Monitoring oo Chat Patron Practice Form Last Updated May 2015
57. ocal rate Brefile email support uk oclc org Search Policy Pages Issues in the Chat screen follow the procedures below There are a couple of things that will help us troubleshoot this issue these steps are very important information for us to see what is happening OCLC Ltd Version 4 October 2015 Page 12 of 48 Enquire Librarian Training Notes 3 4 1 Questions Lists Ask Module You are able to review your questions and those of your authority colleagues from the Question Lists Ask Module Referred service questions or questions taken offline are also listed here My questions questions only you have answered Question Lists all authority questions New questions questions that have just come in and are currently being dealt with in chat or that are referred either via referral from the service or where a patron has replied to an answer further clarification request Unassigned questions that may have been disconnected in the process of being picked up by your authority If any questions appear here you should check to see what action needs to be taken Active questions questions that have not been closed SELECT SERVICE Questions My Questions Add Question Review Transcripts Service History Settings Active New Pending Referred Answered Closed All Active Questions Refresh List Sort by ID Received Updated E 10817377 Chat Transcript Is there any material that would sh
58. ome in QvesticonPoint That mab ate dows sot opty Kenedy rfcevacan Queves 2 Settings Help Logout Patron Chat IM 0 tieiesS Q New 1 Queue Question A Fiut LDO MOT PEKLE Qeerrer O8R4d09 OO HOT PICE UO trateny Patres Jeee lave Iegete ects org wy Peaplee Metvnd Opita Eryri a Qor 40 IP Addeetas 1220744 betpe were sph ebbhrwmer vog Bas O tree Id M HIT lt 0 Wdis WY 3 0 Ot MET Oe tes PT CA Jaari MEETS iN Loerewre Me Coteqere QUIAE ve tip code PRES randori data from were Quedion geet og Once a new chat session arrives At the top right of the screen you will see a short pop up display showing the Queue the patron is coming in from This could be Enquire it could be a local queue where the staff are not logged in and it rolls up to Enquire or it could detail one of the thousands of 24 7 Cooperative libraries if you are monitoring the 24 7 Cooperative When a question comes in the details appear Patron this will show the patron name if provided or say anonymous if a name has not been provided Time this is the time elapsed the total time in seconds that the patron has been waiting Queue advises which queue the patron is coming in from Question this will show the full details of the question to see the whole question hover over it with the mouse do not click unless you are picking it up NOTE Hitting the Enter key will send information to the customer As discussed in t
59. on New new questions just come in Pending questions requiring action referred questions will show here as well as in New Answered if you have completed the question you can automatically set the question status to Answered Closed when no further action needs to be taken There are also symbols to the left of the transcripts showing the status of the question O 10817377 Chat Transcript ls there any materi Received 23 44 53 2015 10 11 GMT 0100 L O WS 10816954 Chat Transcript Received 19 48 16 2015 10 11 GMT 0100 L O C 10816306 Chat Transcript Your description ol Received 09 49 40 2015 10 11 GMT 0100 L 10815653 Chat Transcript My account says tl Received 21 37 49 2015 10 10 GMT 0 EA 10814758 Chat Transcript Are you able to loc know the full name of the author but the surne Received 13 19 37 2015 10 10 GMT 0100 L O EA 10814730 Chat Transcript Received 13 08 19 2015 10 10 GMT 0100 l fl 2 10814660 Chat Transcript title Received 12 01 16 2015 10 10 GMT 0100 l E 4 10814605 Chat Transcript Hi l have asked fc Received 10 59 50 2015 10 10 GMT 0100 l OCLC Ltd Version 4 October 2015 Page 14 of 48 Enquire Librarian Training Notes These symbols are explained below Question Statuses eee ae list inchided Description of list New cad Questions that need action by you or your library Pending es Questions that need act
60. onPoint UK Support Exit Support Q B D 2 Help SELECT SERVICE Ask 1 v Questions My Questions Add Question Review Transcripts Service History Settings Reset Clock My Addresses My Scripts My URL Scripts Institutions Scripts Institutions URL Scripts Shared Scripts Shared URL Scripts Institution s Scripts Add New Script Script Name Edit Format View Insert v Quick Tip Please note When adding scripted messages that will be used ee A E JAN A EAN a a a i a as ll Formats primarily in chat sessions large fonts and or colors are not recommended as patron interface display may be affected Font Family FontSizes Quick Tip Default line spacing for this editor is enter key a paragraph i break double spaced Using enter key will end any title Script Text formatting To create a single spaced break use Shift enter keys This will continue any title formatting on the previous line p Words 0 Ei E Show Hide Tooltip Add View Update Scripts Name Text AD Edit EOT EA e I m sorry but your library no longer participates in the Enquire service Please can you contact them directly advising you tried to have the query answered via Enquire but this was no longer possible Fe A aa Ie ca ei a ate OO ee ae ee a a Aa a eS Remove P Edit Offensive Abusive The question you have asked has been deemed inappropriate or abusive and therefore cannot be answered
61. ork help services opportunities to chat with an author or sessions that engage with specific interest communities such as those researching their family history All training course manuals are made available on the Enquire for Staff website and may be viewed online or downloaded by customers wishing to have current manuals for modules they use Additional short information guides can be found on the Enquire for staff website 1 htto www mla gov uk amp http Wwww peoplesnetwork gov uk 2 http www questionpoint org 3 http www oclic org support services enquire en html OCLC Ltd Version 4 October 2015 Page 4 of 48 Enquire Librarian Training Notes 2 The Basics Quality customer service and procedure 2 1 Etiquette Before delving too much into the product some time should be spent looking at the etiquette of chat It isn t any different in terms of customer service but there are some methods that can be used to help you have a more confident session e Chat in short sentences e If the question is a tough one explain to the patron that it might take a while to answer and offer to get back to them later via email if that is easier for them e Set users at ease with phrases like that s an interesting question although over doing this can appear insincere also try to work the customer s name into the conversation to make the service more personal e Ask for the client s approval if appropriate Td like to look
62. osting As professionals you may not always be able to provide the answer although you will be able to signpost them that is provide them with details of where they can find the answer For instance financial assistance can be found though the Citizens Advice Bureau and health assistance can be found through NHS Direct If you are unable to help you will Know someone that can Customers are the arbiter of quality you need to keep them not lose them to ensure you establish credibility not just for Enquire but for our local authorities and public libraries OCLC Ltd Version 4 October 2015 Page 6 of 48 Enquire Librarian Training Notes 2 3 What to check before starting your shift Look to see who your shift partners are they are the only ones that count Also you should check your pc browser settings before each shitt 2 3 1 Checking your shift partners There is a rota detailing all participants and their shift times This can be found at http www oclc org support services enquire en html OCLC Support amp Training Search Support amp Training a Contact OCLC Support System Alerts X Librarian s Toolbox Y Product Support Training Software amp Reports Ordering amp Billing Support amp Training home gt Enquire Support amp Training home Eng uire Support Enquire Enquire is a collaborative real time 24 7 digital reference subscription service It delivers an enhanced information service to th
63. ot contain all resources availal Halton Libraries Runcorn and Widnes Enq UK Hertfordshire Libraries Information Service Eng UK Kensington amp Chelsea Libraries Enq UK 3 If the customer wants to leave feedbe Kent Cnty Council Libs amp Archives Enq UK R the Contact Us form on the Bookmark site Contact Us form to access the local catalogue if you can t find it easily in FAB 4 Turnaround time for email responses referred questions will be sent for offline response the next working day so a response can take anywhere from 1 day to be responded to Monday to Friday and longer over a weekend 5 TRANSFERRING A QUESTION AND IM ing Only attempt an IM or a transfer to librarians monitoring 2 or more queues any less and they are not on Enquire shift and will not be expected to pick up they are only monitoring locally Library Home Page URL http www bookmarkyourlibrary org uk Parent Institution OCLC Catalog URL http www worldcat org fablibraries From the drop down menu select the participating library authority you are looking for and click on Submit 6 A list of current subscribers can be found here http www oclc org support services enquire en html OCLC Ltd Version 4 October 2015 Page 36 of 48 Enquire Librarian Training Notes The authority s details will appear as below enabling you to review information and deep link as necessary Seay mammi Policy Page Email Contact Phone Hours Location Available Technolo
64. ow a map or description of the gallowgate or merchant city in Glasgow betwee nthe years 1614 1615 Received 23 44 53 2015 10 11 GMT 0100 Updated 09 08 05 2015 10 12 GMT 0100 E amp 10816954 Chat Transcript Received 19 48 16 2015 10 11 GMT 0100 Updated 20 03 33 2015 10 11 GMT 0100 Received 09 49 40 2015 10 11 GMT 0100 Updated 09 09 05 2015 10 12 GMT 0100 10815653 Chat Transcript My account says that it is linked to Hack David Lovatt Who is he and whatdoes that meme an Received 21 37 49 2015 10 10 GMT 0100 Updated 10 40 13 2015 10 12 GMT 0100 10814758 Chat Transcript Are you able to locate o copy of Counselling for Toads have been recommended to read it but haven t been able to find it on the search facility don t know the full name of the author but the surname is De Board I think Thank you in advance Received 13 19 37 2015 10 10 GMT 0100 Updated 10 13 53 2015 10 12 GMT 0100 E amp 10814730 Chat Transcript Received 13 08 19 2015 10 10 GMT 0100 Updated 13 17 24 2015 10 10 GMT 0100 10814538 Chat Transcript what Received 08 49 45 2015 10 10 GMT 0100 Undated 09 0128 2015 10 10 GMT 0100 10816306 Chat Transcript Your description of the title of the Harry Turtledove novel is incorrect Instead of In the presence of Nine Enemies it should read Mine Enemies Support Help Reset Clock Search by Keyword s Q Advanced Search Records 1 25 of
65. rary Card Policies Loan Periods Returns Renewals Holds Late Fees Lancashire Header all these headings relate to completed sections and they are also hotlinks Policy Page Email Contact Phone Hours Location Available Technology and Equipment Wifi Access Databases e Books Tech Assistance Library Card Policies Loan Periods Returns Loan Limits Renewals Holds Late Fees Interlibrary Loan Library programs events services Meeting Rooms Summer Reading Programs Lists Other Policies OCLC Ltd Version 4 October 2015 Page 23 of 48 Enquire Librarian Training Notes 3 7 Support and help There are online resources that can help you during your session e There is the Staff website http enquire uk oclc org containing help guides hints and tips e The Enquire mailing list if you are subscribed to it can be used to broadcast a tricky question This can be used not just for Enquire but any question you may have received on the reference desk Why not pool the resources of the Enquire staff to get a rounded answer If you are not on the listserv let Support know and you can be added The email address to send questions to is pn enquire oclc org lf you are unable to find the answer online or need immediate assistance then please contact Support e support uk oclc org e Tel 44 0 114 267 7502 0845 267 7502 OCLC Ltd Version 4 October 2015 Page 24 of 48 Enquire Librarian Training Notes 4 Let s get chatting In this section we
66. rea of the screen This is also accessible by clicking on the Enquire logo at the top right more information on this is detailed in section 3 3 1 3 Information Resources and Training area The right hand column is the QuestionPoint Training area you can view the standard QuestionPoint training materials here however quick guides and a manual specific to the Enquire service can be found at hitp Awww oclc org support services enquire en himl The OCLC training materials are comprehensive and are both text based PDF guides and walk through animated guides viewlets which are thorough and well worth a look Documentation includes PDF guides and viewlets to take you through the various aspects of QuestionPoint including Flash chat and the chat and referral processes There are also links to QuestionPoint Policies see Section 2 2 QuestionPoint Best Practices see Section 2 2 OCLC Ltd Version 4 October 2015 Page 11 of 48 Enquire Librarian Training Notes 3 3 1 Enquire for staff website http www oclc org support services enquire en html is the main page for a raft of Enquire service information It includes this manual and other training material It is accessible from the The QuestionPoint logo at the top of the screen O OCLC Support amp Training Search Support amp Training a Contact OCLC Support System Alerts X Librarian s Toolbox Product Support Training Software amp Reports Orde
67. red with patrons see Databases field for student faculty staff access info Example number D20123456 all library membership numbers start with the letter D followed by 8 numerical digits The first numerical digit will be either 0 2 or 3 Guest Login PIN for Coop Librarians PIN not required for online database access library system PIN chosen by library user at registration 4 3 2 6 Ending a session QuestionPoint Igi BOO BU Queues 7 Settings Help Logout a John 125891 Monitoring Liwe Queues Patron Chat 0 Queues Joanne John New OD My Active 1 Alii Liorarans 42 Question Chet Transcript DO NOT PICK UP traning Jo Nolte Favors sosen name Josrnne Juin Patron Time Patron s ast Message Jo ihiranan to has Joined Me session g ere kh 10 41 33 2009 04 27 eh ga gece sha 10mm Jo now to end ths sessio m yxaxaxxQxQxQaQaaSeeaAaA __ _ _ Tools Joanne lohn Policies Infe Scrpts URLs Notes Add a Shrarian only note Transfer End Session OCLC Ltd Version 4 October 2015 Page 37 of 48 Enquire Librarian Training Notes When you have come to the end of your chat session click on the End Session button Here you must select a closing resolution for the chat session Fre Sasiwn W woe ct Ese ssbhn Jeanine Jahn z Falai Aesalul Cuestion Chat Transcnmpe OO MOT PICK UP warning Jor hote Patrona screen mame Jaane John Arwar ad Tes it a haa j I HW
68. rence service 24 hours a day 365 days a year using OCLC s QuestionPoint software This service is achieved through joint service delivery across participating libraries in England and Scotland combined with participation in OCLC s 24 7 Reference Cooperative that secures coverage from US partners As the service is supported by 1 400 libraries worldwide there is always someone on hand to answer your users questions in the hours when your library staff or UK staff are not available Enquire is staffed by subscribing libraries in the UK Monday to Friday between 9am and 5pm and on Saturday mornings After these times the service is staffed by our cooperative colleagues predominantly in the US these are both cooperative libraries and also OCLC employed Back up Staff who assist at peak times Enquire is staffed all day every day including all major holidays where we still receive questions Through innovative uses of the software additional added value local services can also be created Communications directors are taking opportunities to answer internal staff queries and concerns Chief Executives from Luton and Somerset have taken part in one or more chat sessions with their citizens A Bristol Councillor has conducted a chat session during Local Democracy week Somerset as well as engaging with Councillors have also held chat sessions with an Environmental expert for schools to attend about recycling Other possibilities include homew
69. ring amp Billing Support amp Training home gt Enquire Support amp Training home Eng uire Sup port ERR Cie stat eset en pense byte tn einen han eee eens i ee nee sn hast ns nh con hn enh etn ie eee Suton enc pene cn Cees ences R Sees noosa Enquire is a collaborative real time 24 7 digital reference subscription service It delivers an enhanced information service to the public by providing Need assistance for Enquire unfettered 24 7 access to library and information professionals through chat and email technology Contact OCLC Support Your local service desk Enquire is socially inclusive available to anyone with a web browser or web enabled mobile device and Internet access and whose library participates in Enquire Enquire is an accessible chat based service that is staffed globally managed nationally and delivered locally and epitomises public library Enquire Rota Click Here collaborative shared service delivery Enquire offers you the ability to create locally tailored services that all come into one piece of software Main OCLC Site News events member info Interesting Questions Survey Comments The website has links to the most recent training recordings and static PowerPoint presentations as well as the Enquire User Manual The Subscription form in Subscribers Corner and a button to contact UK Support 3 4 The offline area james Institution OCLC UK Ltd Eng UK 10
70. ript An example of a script is shown below Tools Library Patron Policies Info Scripts URLs Notes 20 Patron Library 23 My Library Welcome and busy Enquire welcome What is the info for Where have you looked Yahoo Answers closing signature 118118 AQA 1 Hello 2 Which library authority do you belong to 1 2 4 Still searching OK to hold 5 Still searching no email provided 6 3 Signposting for non subscribing library 4 signposting for subscribing library 5 Goodbye wall Weather test hank you for using Enquire You ll be able to email yourself a copy of the transcript at the end of this session as you didn t enter an email address We don t keep this information Ve would also be grateful if you can complete the short online survey that pops up when the session ends When the patron clicks on the Qwidget Email session transcript they can enter their email in a box For the full form when the session ends an email box is on the page the patron sees In order to use the ask a lib The page at www questionpoint org says Enter your email address Pe Ask a Librarian Your session has ended oK z select from the option s AE OCLC Ltd Version 4 October 2015 Page 33 of 48 Enquire Librarian Training Notes 4 3 2 3 The Scripts tab gt QvweestionPoint 1O 42 34 o 04 27 Quveeres 7 Settings Help Logout Monitoring Live Queues Patron Chat M LU Queves
71. riptive codes and header training information 14 22 28 2015 10 07 GMT 0100 Librarian 1 Note 08 20 22 2015 10 08 GMT 0100 Please can you leave this question for PPT screenshot purposes Librarian 1 Referred from Enquire 10836 by UK Support 100284857 to institution Enquire Yahoo Answers Profile 13215 12 18 37 2015 10 08 GMT 0100 Reason As a test i terion 2 Rejected by institution 13215 12 25 34 2015 10 08 GMT 0100 Select a question and click on Answer The Answer Question screen opens OCLC Ltd Version 4 October 2015 Page 43 of 48 Enquire Librarian Training Notes SELECT SERVICE Support Ask v he a kad Help Questions My Questions Add Question Review Transcripts Service History Settings Raset Clack Active New Pending Referred Answered Closed All Answer Question Cancel Save Answer Save Draft Q Search KB Question 10804689 test for descriptive codes and header training information Full Question View to Walk Up Al di Edit Format View Insert v Quick Tip R Please note When adding scripted messages that will be used Bi DV EE EE SS EE Aw RESA E DO E primarily in chat sessions large fonts and or colors are not recommended as patron interface display may be affected Font Family FontSizes v Quick Tip Default line spacing for this editor is enter key a paragraph break double spaced Using enter key will end any title formatting To create a single spaced bre
72. ritish Standards online Oxford Reference Suite Encyclopedia Britannica NewsBank Issues Online Ancestry FindMyPast FAME MINT and Which eBooks To use the eBooks service you need to Be a member of Bolton Libraries Anyone who lives works or studies in Bolton can join the library online Have a library card number this can be found on the front or back of your library card underneath a barcode or if you have smart card your number will be handwritten on the back of your card Know your PIN Your PIN is the first four digits of your Date of Birth unless you have changed it So if you were born on 5 March 1970 your PIN would be 0503 Check your device is compatible A list of compatible devices is available on the FAQ page Only readers that support the use of Digital Rights Management DRM in either ePub or PDF format can view our eBooks To find out if your device is compatible with Adobe Digital Editions click 1 Shows the Policy Page sections that have been completed these are also hoilinks to the section Shows who to contact to alert them there are policy page issues Shows a completed section with text and hyperlinks w N OCLC Ltd Version 4 October 2015 Page 22 of 48 Enquire Librarian Training Notes Search for Norfolk s gt Policy Page Email Contact Phone Location Wifi Access Databases QuestionPoint Profile e Books Library Card Policial oan Periods Returns Renewals Holds Late Fees Search Policies
73. to take a look Patron That would be great thanks Librarian You re welcome If you need further assistance please feel free to contact us again Thank you for using Ask A Librarian Goodbye Librarian Librarian ended chat session Librarian Hi Mxxx My name is Bxxx and am a librarian in the Mitchell Library Your enquiry has been referred to us The book you describe is by Roger J Green and the title is indeed She was a Witch have searched Glasgow Libraries catalogue and this book is not in stock have also searched Edinburgh Libraries catalogue and they do not hold any copies either can also confirm it is no longer available in any of South Lanarkshire libraries suspect it is now out of print as there is no link to purchase it from the author s website http www rogerjgreen net obooks htm she However there are used copies for sale here http www amazon co uk She Was Witch Roger OCLC Ltd Version 4 October 2015 Page 47 of 48 Enquire Librarian Training Notes Green dp 0192716603 ref sr_1_14 ie UTF8 amp s books amp qid 1270803757 amp sr 1 14 The listing for the new copy appears to be an error as the book it was published in 1992 just a description of the condition of the book know how frustrating it is to be unable to find a book you remember from childhood but you haven t made it up hope this information is helpful to you Kind regards Bxxx 6 Social Networking As well as accessible via th
74. tomatically to the option every visit to the page e Click Okay and continue logging into QuestionPoint See below for an example of what to do sma OA ree hipoi Guia Ghea A e op fal la E oo Lies h ais Gener Seowty Fwaye a 1A eae a ae oan obo delete all your offing content sored baci Check for niwer weraons of stored pages Te Earr A Lace bach eat RET Paper yan e canara we moredi eacet eiis Cookist Delete Fien beting me Ee onal meas ia quick sccect ta wcendy weed pagar Dayi icheep pagetintitay fo 4 Cia Histor Once all this is checked you are ready to log into QuestionPoint OCLC Ltd Version 4 October 2015 Page 8 of 48 Enquire Librarian Training Notes 3 QuestionPoint software 3 1 Logging into QuestionPoint To log on to the librarian side of the software go to http www questionpoint org At the top of the screen select the option Librarian Logon Librarian Login O C LC Learn More Ordering s QuestionPoint e Training 24 7 Reference Services 24 7 Cooperative Community To log in you will need the 6 digit User ID and password provided This 6 digit User ID is emailed when a new account is set up Local Administrators will have a 9 digit User ID for setting new accounts and running reports this will start 1OOXXXXXX Authorization Library patrons click here to log in Language xX Select Language
75. training quesbon only su thrice i Jo rere Do and the gesak m Jor Libranan ended chat session Book Order Jo hete Set Description Test Catei Orculation Cite a Tilo Oiektion H5443 pO MIT PICK UF training Patron Joanne John j johrmode org Pairan a Linrary Peoades Henwork Online Enquiry Service i ErigeLk Queue A Enquire LE i IP Godress 152 67 43 122 Referer Athos area ashe ibrar org Tiia Lobe ait BrowserfOs Mocllaf4 0 compatible MEE 6 0 Windows MT 5 1 am ki an Awi ab Chat Session Ended _ Close Once a resolution code has been accepted you are able to select descriptive codes to identify what the question was about up to 4 can be selected For Enquire these are not necessary but feel free to use them if you wish You can also add an additional librarian note at this time This note is only visible to library staff and not to the patron so if a session has abruptly ended you may want to add a note to this effect End Session E Tae ia saba CLL Jeanne John Seeks di barip Caeastian Ghar Taraan DO MOT PICE UP maraj Tans Liirarian Haia Ja Note Parona ASer mame Ioanne John Add a libraran only mote Jo Lbrerian Jo has joned the session Joi Mote the is a training quesbon onby Joi poe bo end the session Jor Librarian emded chat session Jo hote Set Cet sorption Test Question 4454303 00 MIT PICK UP training Paron Joanne hri ip joht ode erg Patron s Litrary Peoples Hemwark
76. ttings Help Lagaut lo John 1235851 Monitoring Live Queues Patron Chat ma 0 TE hk ave 0 WO Librarians 10 Librarian Queue Library Active Time Jo Sohn i1251 amp Engure UE CALC PUR Lid fEr oO 12 11 14 Mark Lenihan 126185 4 Enquire UK London Borough c 0 12 04 00 Mcola Hamil Stewart 124859 4 EMO Cambodoeshire LE Caml 0 10 18 07 Pat Birch 113912 EM Cambodoeshre UK Caml 0 10 06 58 Mel Hiean 124835 A EMG Kant UE Rent Cnty Coun 0 09 07 77 Lon kuban iFPI 1175686 After Hours Coverage OP Back 1 11 54 42 Faul Cervantes 210114545 ker Hours Coverage OP Back 0 10 57 18 Philippa T vlor i 122051 4 Engure JE Somerset Cultural 0 12 01 06 Saran Canrngten 122263 A Enquire UK Bournemouth Libre 0 09 03 11 Pater Kazrnierczak 122254 4 Engure UE Bournemcuth Libre 0 08 35 14 Tenga CLS yan a Gre a What do all of the Queue numbers mean e 1 or 2 queues means that the staff are monitoring only their local service and will not see Enquire questions e gt 2 lt 40 queues mean that the staff are monitoring the Enquire service it is very important to select both queues as shown in Section 4 2 1 e 40 queues means these staff are not only monitoring Enquire but also the 24 7 Reference Cooperative on their shift as per our obligation for 24 7 provision for Enquire e 80 queues these are the OCLC Backup staff who monitor all 24 7 Reference Cooperative queues The Backup staff are Enquire s last resort to pick up
77. vided for anonymous patrons see 4 3 2 2 Anonymous patrons how do they get the transcript The Queue details of how they have accessed the service The Referer shows the path they took to access Enquire it could be the People s Network url the Ask A Librarian url or a local url all are clues to where the question comes in from and if clarification is required The zip code shows the patrons location In Section 3 we covered the importance of the postcode and how it helps with not only library statistics but gives a clue as to the customer s whereabouts should they require local information OCLC Ltd Version 4 October 2015 Page 32 of 48 Enquire Librarian Training Notes 4 3 2 2 Anonymous patrons how do they get the transcript Anonymous Patrons can still receive an email of their transcript however you must advise them of this In the chat Info tab you will see that No e mail provided this is an anonymous patron Tools Library Patron Policies Info Scripts URLs Notes question for an anonymous patron Neo i rovided atron s Library Bookmark Your Library Queue A ENQ Bookmark Referer http bookmarkyourlibrary org uk index php page ask a question Browser OS Mozilla 5 0 Windows NT 6 1 WOW64 AppleWebkKit 537 36 KHTML like Gecko Chrome 45 0 2454 101 Safari 537 356 Cobrowse No You can create a new script for this as some libraries have already See 3 5 Scripts on how to create a new sc
78. wing URL into their browser http www essex gov uk libraries and click on the link Search catalogue in the yellow tab If they are still unable to access the online catalogue please forward the enquiry to us so we can follow up with our technical team Edit Library Home Page URL Do not include html in this field http www essex gov uk libraries Edit Home Page Instructions The Answers People is the central enquiry service for Essex Libraries Essex Libraries Business Information Service provides business information resources to support proposed new and established businesses in the county Edit Parent Institution Edit Catalog URL Do not include html in this field http essexlibraries essexcc gov uk vs Vubis csp Edit Catalog Instructions Essex Libraries share the online catalogue with Southend Libraries and Thurrock Libraries eBooks and eAudio We subscribe to two eBook and audio eBook suppliers OverDrive OneClickdigital and BorrowBox formerly Bolinda and accessing these holdings from the website and not the catalogue is preferable The catalogue also includes the holdings of the Performing Arts service playsets orchestral sets and choral sets Interested organisations should phone Performing Arts directly on 0333 0138949 Monday to Friday between 9am and 5pm to arrange for borrowing sets There is an annual membership fee and a charge for supplying performance sets ICE Inclusive Communication Essex provides communication trai

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