Archive for January, 2013

All About the All Tab

Tuesday, January 29th, 2013

General Info

The All tab is a tab in QuestionPoint that allows service providers to:

  1. See a list of questions all other service providers are working on
  2. Join other service providers’ calls in conference mode

Below is a screen shot of where the All tab is located. The number in brackets indicates the total number of calls that other service providers have.

Below is the view the All tab shows.

Adjust the columns to view more of the current questions, or to view which service provider is answering each question.

No All Tab?

Some service providers have noticed they do not have a visible All tab. Local Coordinators can adjust settings in their institution’s librarians accounts. Unfortunately there is no way to make a global change; each account has to be changed separately, but it’s very quick to do so (service providers: if you do not have an All tab, and would like one, please ask your Local Coordinator to change these settings, they can’t be changed from non-admin accounts).

Local Coordinators can turn on the All tab for their institution’s service providers by doing the following:

  1. Login to QuestionPoint using your 9-digit Administrator login
  2. Select Administration from the drop down box in the top right
  3. Click on the grey tab View/Update Accounts
  4. Click the Edit button beside the name of the service provider’s account
  5. In the second row of radio buttons, change the selection from Ask Librarian to Ask Administrator (see image below)
    Note: despite the term “Administrator,” the service provider will not be able to access the same administrative privileges as the local coordinator.

Conference Mode

The All tab allows entry into conference mode on another service provider’s call. This can be used to assist a colleague and work together on a question, as an alternative to communicating about a question over Campfire or transferring a question. Please remember to check in with the other service provider over Campfire before initiating conference mode.

Questions or comments about the All tab? Please contact me at the AskAway Admin Centre.

– Reece, BC ELN

November 30, 2012 Advisory Committee Meeting Minutes

Monday, January 28th, 2013

The final version of these minutes is now available here:

Please feel free to contact me at  the Admin Centre with any comments or questions.

– Reece, BC ELN

End of Shift Tips

Friday, January 18th, 2013

General Tips

Log Out Correctly

Log out of QuestionPoint by clicking the “Exit” link in the top right corner. Please don’t just close the window: it will appear you are still staffing AskAway. but not picking up calls!

If Possible, Wait for New Service Providers

When possible, please wait for the next shift’s service providers to log in before leaving the service. On the flip side, please log in a few minutes early if you can. Often reference desk shifts or other duties make it challenging for service providers to arrive early or stay late on their shift, so we are all appreciative of those who are available to help bridge the shift-change period!

Last Shift of the Day Tips

Here are a few more tips and reminders for service providers working the last shift of the day (ending 5:00 PM on Fridays and Saturdays, 9:00 PM on all other days).

De-Select the Queue

Finish up with current questions without the added pressure of sending out the Closed scripts to new patrons arriving after hours by de-selecting the active queue.
At closing time:
  1. Click on the Queue link at the top of the librarian viewscreen
  2. Uncheck and Save the list of Queue’s monitored to zero (0), even if you have live chats in progress.
The service will close when every librarian has left the AskAway Queue. The Qwidget and Fullscreen Chat links on library web pages will close allowing you to wrap up your current questions without new questions being queued.
More information available in this post:

Closing Soon Script

If a user asks a question within around 15 minutes of the time when the service will close for the day, and you feel it cannot be answered in the time available, you may ask the user to come back the next day or refer them to their library. The “Begin – We’re Closing Soon” script offers them both choices, as well as help with quick questions.

Helping Users at Close

If you are still helping a user at the time of service closure, it is your decision whether to stay on and finish the session or to refer them. You may want to to de-select the queue if you decide to stay on later so that new users do not try to use the service.
More info about closing time shifts:

Douglas College Trial Queue

Tuesday, January 15th, 2013

We wanted to share some important information about a new AskAway trial beginning January 21, 2013. Please note that during this trial, we are asking all service providers to slightly modify the way they sign in to QuestionPoint. See “Trial Guidelines for all Service Providers” (below) for more details.

New Douglas College Queue Trial
Last semester you may have noticed the new Douglas College (DC) queue below the general AskAway queue when signing in to QuestionPoint. This queue is a trial service that lets DC service providers sign in to AskAway and view only DC users. In addition to the regular, general AskAway staffing, this allows DC service providers to staff additional hours serving only DC users.

Trial Guidelines for all Service Providers
During the trial, all AskAway service providers are asked to select both the general queue and the DC queue. This is very important; if service providers do not select the DC queue, DC users will miss out on the AskAway service.
During the trial you may notice DC service providers on your AskAway shift who do not appear to be picking up any calls. To see which queues service providers are monitoring, check the QuestionPoint Librarians tab.
If you see a DC question in the queue, please pick it up as usual. DC librarians monitoring the queue will have already had a chance to pick it up.

How it Works
Having a separate queue allows DC to open their queue earlier or later than general AskAway hours, if they choose. It also allows service providers to monitor AskAway for questions from their own institution while doing other work – something that is difficult to do while staffing the often-busy general AskAway queue. This may help relieve the general AskAway queue, as DC service providers spend hours monitoring the service and picking up DC questions in addition to their regular hours of general AskAway staffing.
When a DC user initiates chat in AskAway, she will be visible only to the DC service providers for 40 seconds. If a DC service provider is not available to answer her chat after 40 seconds, she will be forwarded to the general AskAway chat.

The trial will extend until April 12, 2013. After that time, the trial will be evaluated.

Questions or Comments? Please contact the AskAway Admin Centre.

- Reece, BC ELN