1. QuestionPoint Administrative Guides Migrating libraries to hosted QuestionPoint chat forms Move libraries in your group to the latest version of the hosted QuestionPoint chat forms 01/01/2013 Prepared by: Carol Bonnefil Sr. Product Analyst QuestionPoint

2. Prerequisites You must have one or more Chat Queues within your BME. Each library in your group must have a Primary Queue assigned.

3. Verify your group’s assigned Queues Log into your BME QuestionPoint account (9 digit number) >Go to Administration Module >Subscription Group tab >Chat Manager >Click on the “Chat Form” button for the Queue you want to configure or check

4. Queue is already configured You will see active links (blue) for the configuration steps that have already taken place if the form has already been created.

5. Chat Form is not yet configured If the form hasn’t been fully configured, you will see grayed-out links. You must complete each step (as follows) to configure the chat form.

6. View Institutions Do this for each chat queue Click “View Institutions” to confirm which libraries will be using the form you build*. *If an institution is missing, or if you feel that it is not correctly assigned, please contact support@oclc.org for assistance.support@oclc.org

7. Building a chat form: go step by step If a form has not been configured for the queue, you must proceed step by step – the links will unlock sequentially as necessary options are configured. Start at “Choose Languages”

8. Choose Languages The first step is to choose (or confirm) the languages offered on the form.* *Libraries that participate in the English-speaking 24/7 Chat Cooperative are limited to an English language form.

9. Chat form configuration As each step is configured, additional steps become active. For detailed assistance on choosing and configuring the fields on your chat form, please consult the online help topic at: http://www.questionpoint.org/crs/html/help/en/admin/ad_forms_chat _setupgroup.html

10. Chat form types Once you have configured the fields on the form and placed them in order, you decide which type of forms you wish to make available to the institutions. There are three types of form under “Choose Form Availability”* *Most BME admins choose to allow all three types of form, in order to give maximum flexibility to their libraries.

11. Chat forms description “Chat” is the simplest type of form. It is “ADA compliant” (since there is no Viewport attached).

12. Chat with Viewport “Chat with Viewport” provides a form with an attached “Viewport” frame, which automatically displays any WebPages sent by the chatting librarian during chat

13. Practice chat form “..Practice Chat” makes the fields on the practice chat form (on the My Questionpoint page) closely resemble the live chat form, in order to closely replicate the live chat experience for librarians who are practicing

14. Publish your Chat form Publishing is the last “required” step in making your chat form functional. The links will then display in the Admin module of all of the Institutions that share that chat queue. (Admin>Forms>Forms Manager>Chat Settings & URLS.) IMPORTANT CAVEAT: Although the URLS will also display onscreen on the Chat Queue page at the BME level admin page that you are working in now to configure the form, it is very important NOT to use or send those exact formatted links to any library to use.* These URLS include the Queue name, and it is very important not to use them on any webpage. The queue name under most circumstances* should NOT be used by libraries within their chat link. The URLs that the libraries should use contain all of the same information, without specifying the Queue name in the URL. This is key to the flexibility of the coop and the system, allowing subscriptions to be altered without having to change the URL in the future. For example, if an institution within the group decides that it wants a private Queue going forward, they will not have to change the links on their WebPages. The new Queue is ordered, created, and the chat form is configured. The new Queue is then assigned to that library. They don’t have to change any existing links or code on their website, as the Queue is paired to the form in the back office tool. *The only current exception to this rule is for libraries that participate in the 24/7 Spanish Chat cooperative. Those libraries receive a specially constructed link that contains a Queue name.

15. Post-Publishing BME level options As the BME admin, you control the “Patron Waiting Messages” for the Queue you are configuring. You can also create a default “Chat Closed” message for patrons who click on the link when the service is closed*. *24/7 Coop members typically will never see a closed message.

16. Patron Waiting Messages There are 5 levels of Wait Messages. The timing of the messages is not configurable. The initial message is required. The remaining 4 can be included or excluded as desired. Each of the levels can be customized as to content, or the displayed Default may be chosen The wait message can be different for each language in which the form is provided.

17. What your institutions can control from their Admin account Institution Administrators can: Configure the banner “look and feel” for their chat forms. Configure a custom “closed message” to provide other contact options for their patrons in the event that the Chat service is not open. Publish the “look and feel” options that they have configured. An institution Admin cannot change the fields or the content of the fields of the form itself, even if their library is the only one using that Queue’s form. The ability to configure and change chat form content is exclusive to the BME Admin and the QuestionPoint Administrator accounts.

18. For more information… BME Admin Form creation help: http://www.questionpoint.org/crs/html/help/en/admin/ad_fo rms_chat_setupgroup.html Institution Admin Form management help: http://www.questionpoint.org/crs/html/help/en/admin/ad_fo rms_chat_setupinst.html Institution Admin Qwidget configuration help: http://www.questionpoint.org/crs/html/help/en/admin/ad_fo rms_qwidget_setup.html For QuestionPoint support please email support@oclc.orgsupport@oclc.org