1. Librarian Training

2. Today’s Objectives: Launch Chat Conduct a Chat session Conduct e-mail follow-up on a Chat transcript Log out of Chat Process Answered questions/transcripts

3. Four basic modules comprise the core services of QuestionPoint: Knowledge Base Administration Profile Ask

4. Suggested Exercise Pick a practice partner, one is the librarian the other is the patron: Librarian and Patron conduct a chat session Librarian assigns follow-up resolution code to transcript Librarian follows up on the transcript by e-mailing the patron with additional information

5. On the Full Question screen, you can: Answer a question (follow-up on a transcript via e-mail) Claim a question Add a note Add a descriptive code Refer a question Change the patron’s e-mail address Move or file a question

6. What are the three methods you can use to push an URL/page? Pre-scripted lists and sending it Copying and pasting one from another browser page and sending it Typing one into the URL field or text box and sending it – If you type an URL, it needs to have the correct syntax (http://)

7. Resources AskMN Staff Wiki: – http://wiki.askmn.org/ http://wiki.askmn.org/ System Requirements for Flash Chat: – http://questionpoint.org/web/requirements/index.html http://questionpoint.org/web/requirements/index.html Guide to Internet Explorer Setup: – http://www5.oclc.org/questionpoint/Chat_setup.pdf http://www5.oclc.org/questionpoint/Chat_setup.pdf Chat Quick Reference Guide: – http://questionpoint.org/support/documen tation/gettingstarted/qp_flashchat_ref.pdf http://questionpoint.org/support/documen tation/gettingstarted/qp_flashchat_ref.pdf

8. Questions and Discussion Carla Steinberg Pfahl pfahl001@umn.edu 612-626-6845 IM - AIM/Gmail: carlapfahl - MSN: cspfahl - Jabber: pfahl001