1. A worldwide library cooperative OCLC Online Computer Library Center QuestionPoint Institution Administration QuestionPointTraining Russian State Library October 26, 2006 Objectives  Implement web forms  Define the profile for your library  Define your policy page  Create individual librarian accounts  Set patron communication parameters  Generate and interpret reports

2. OCLC Online Computer Library Center Consortium Inst 1 Reference Workflow Patron interactions... Ref Lib Inst 2 Ref Lib Inst 3 Ref Lib Editor Local KB Patron Web sites & databases E-mail/call others Look up In references Own knowledge Global KB Chat (Follow-up) E-mail Telephone Walk-in Fax

3. OCLC Online Computer Library Center To provide virtual reference:  You need to integrate virtual services into your library’s web presence  Link to chat  Link to web-based e-mail Forms

4. OCLC Online Computer Library Center

5. Interact

6. OCLC Online Computer Library Center Templates Web-based E-mail Form

7. OCLC Online Computer Library Center Questions?

8. OCLC Online Computer Library Center Define the profile  To unlock group access and management.  To unlock referral options.

9. OCLC Online Computer Library Center Benefits of an active profile Active Profile Access local knowledge base Build local knowledge base Send/receive local referrals Access local knowledge base Build local knowledge base Send/receive local referrals Local Benefits Create groups Join groups Send/receive global referrals Make local group public Create groups Join groups Send/receive global referrals Make local group public Global Benefits

10. OCLC Online Computer Library Center Define Profile (Global benefit)

11. OCLC Online Computer Library Center Define Profile (Global benefit)

12. OCLC Online Computer Library Center ProfileDatabase Request Manager Routes to best-fit profiled institution Request Manager Routes to best-fit profiled institution Routed Question Global Reference Network Define Profile (Global benefit)

13. OCLC Online Computer Library Center Define Profile (Global benefit) You may create a new group and invite others to join or make it public and allow any library to join.

14. OCLC Online Computer Library Center Define Profile (Global benefit) You may join a group for many reasons: size, population served, expertise, or location.

15. OCLC Online Computer Library Center With an approved local profile... You can access a local group knowledge base. You can refer questions to another department at your library. Define Profile (Local benefit)

16. OCLC Online Computer Library Center Questions?

17. OCLC Online Computer Library Center Define Policy Page

18. OCLC Online Computer Library Center Define Policy Page

19. OCLC Online Computer Library Center Questions?

20. OCLC Online Computer Library Center  Each account has unique ID & password  ID is numeric  Password is first 20 characters of e-mail address Create Individual Librarian Accounts

21. OCLC Online Computer Library Center Create Accounts

22. OCLC Online Computer Library Center Create Accounts

23. OCLC Online Computer Library Center Questions?

24. OCLC Online Computer Library Center Set Communication Parameters  To help manage reference workflows  To shape your patron’s experience

25. OCLC Online Computer Library Center Set Parameters

26. OCLC Online Computer Library Center Set Parameters

27. OCLC Online Computer Library Center Set Parameters

28. OCLC Online Computer Library Center Set Parameters

29. OCLC Online Computer Library Center Set Parameters

30. OCLC Online Computer Library Center Set Parameters

31. OCLC Online Computer Library Center Questions?

32. OCLC Online Computer Library Center Generate and Interpret Reports  Reports  Individual Institution  Group Administration

33. OCLC Online Computer Library Center Generate Stats

34. OCLC Online Computer Library Center Generate Stats

35. OCLC Online Computer Library Center Generate Stats

36. OCLC Online Computer Library Center Generate Ask Reports

37. OCLC Online Computer Library Center Questions?

38. OCLC Online Computer Library Center Do you think you can...? Create individual librarian accounts? Set patron communication parameters? Generate and interpret reports?

39. OCLC Online Computer Library Center Suggested Exercise #1  Log on as an administrator  Create a librarian account for one of your staff  Ask the librarian to confirm to you that he/she received the new account information

40. OCLC Online Computer Library Center Suggested Exercise #2  Log on as an administrator  Modify the Custom Messages for Answer and Chat Transcript  Conduct a chat session with a fellow librarian and follow up with an e-mail  Ask your patron to share the e-mail messages he/she received with the transcript and e-mail follow-up responses

41. OCLC Online Computer Library Center Need more information?  Check out these resources at questionpoint.org:  Administrator setup guide: http://questionpoint.org/support/documentation/gettingstarted /qp_ref_adminsetup.pdf http://questionpoint.org/support/documentation/gettingstarted /qp_ref_adminsetup.pdf  Reports in Ask http://questionpoint.org/support/documentation/gettingstarted /qp_reportsask_ref.pdf http://questionpoint.org/support/documentation/gettingstarted /qp_reportsask_ref.pdf

42. OCLC Online Computer Library Center Need help?  Contact our Customer Service Department (CSD):  E-mail – support@oclc.orgsupport@oclc.org  Phone – 1.800.848.5800  Use one the main support form at: http://www.questionpoint.org/crs/servlet/org.oclc.home.BuildPage?show=S upportForm&language=1