qp update germany 2010
DESCRIPTION
TRANSCRIPT
![Page 1: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/1.jpg)
QuestionPoint user group, Germany
October 2010
Susan McGlamery
QuestionPoint senior product manager
QuestionPoint UpdateQuestionPoint Update
![Page 2: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/2.jpg)
•QuestionPoint Community update
•QuestionPoint community
•24/7 Cooperative
•QuestionPoint service update (2010 review)
•Best Practices for Link Placement
•Survey report
•September install
•Topics and Discussion
AgendaAgenda
![Page 3: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/3.jpg)
QuestionPoint Community QuestionPoint Community
• 29 Countries
• New QP libraries: British Library, Peru, Serbia
• Over 2,000 libraries (1,500 in 24/7 Coop)
• 22,000+ records in GKB, in 11 languages• 6,000,000th question received (October 2010)
![Page 4: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/4.jpg)
24/7 Reference Cooperative24/7 Reference Cooperative
2006/07 2007/08 2008/09 2009/100
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
450,000
500,000
Coop chats received
Coop chats received
![Page 5: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/5.jpg)
Service UpdateServer Response TimeService UpdateServer Response Time
2/22 3/1 3/8 3/15 3/22 3/29 4/5 4/12 4/19 4/26Avg
0.058 0.069 0.074 0.082 0.070 0.081 0.076 0.074 0.078 0.071 0.067
Peak 0.212 0.225 1.846 22.351 0.230 0.247 0.230 0.254 0.710 0.213 0.371
5/2 5/9 5/16 5/23 5/30 6/6 6/13 6/20 6/27 7/4 7/11Avg
0.067 0.067 0.041 0.062 0.054 0.057 0.060 0.054 0.056 0.051 0.058
Peak 0.246 0.261 0.151 0.200 0.234 0.158 0.176 0.164 0.213 0.356 0.176
![Page 6: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/6.jpg)
Server Response TimeServer Response Time
7/18 7/25 8/1 8/8 8/15 8/22Avg
0.060 0.052 0.050 0.057 0.049 0.051
Peak 1.184 0.137 0.295 0.157 0.260 0.273
![Page 7: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/7.jpg)
Many channels, one reference service…Many channels, one reference service…
QuestionPointaccount
Reference Desk
Telephone
Emailand
TextingChat
Chat widget
(Qwidget)
Mobile
![Page 8: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/8.jpg)
Year in review: Qwidget evolutionYear in review: Qwidget evolution
•Qwidget evolution•More customization•Facebook•Mobile Webkit
![Page 9: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/9.jpg)
Enhancements to Chat moduleEnhancements to Chat module
• Type ahead indicator
• Message can be customized
• Optimizations for mobile devices (but more to come)
• Queue management
• For library/groups with multiple queues, group admin can determine roll-up time
![Page 10: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/10.jpg)
•Customized Descriptive codes
•Integration with Mosio Text a Librarian (US only)
•Session type differentiation in question lists
•Refer-to-email-partner: can now store 50 email addresses
•Attachments:
•4 attachments / total 12MB
•Time out options increased (now up to 4 hours)
•URL minimizer on every Ask answer page
•Button placement facilitates editing replies
•Numerous tweaks to e-mail messages, translations, page displays
Enhancements to Ask moduleEnhancements to Ask module
![Page 11: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/11.jpg)
Enhancements to Knowledge BaseEnhancements to Knowledge Base
• KB as a web service
• Hyperlinks for URLs in KB ownership statement
![Page 12: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/12.jpg)
Best Practices for Link PlacementBest Practices for Link Placement
http://www.oclc.org/us/en/services/brochures/214348usb_QuestionPoint_Link_Placement.pdf
QuestionPoint wiki under “Promote Your Service”
Or at www.oclc.org or www.questionpoint.org, under promoting QuestionPoint sections
or direct to
![Page 13: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/13.jpg)
Results of 2010 QuestionPoint SurveyResults of 2010 QuestionPoint Survey
•Total respondents: 773
•647 completed Question 5
•Countries: 22, with 22% non-U.S.
•Length of time using QuestionPoint
•54% have used 2-5 years
•27% more than 5 years
•20% one year or less
![Page 14: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/14.jpg)
QuestionPoint feature usageQuestionPoint feature usage
![Page 15: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/15.jpg)
More survey results: Helping set our priorities
More survey results: Helping set our priorities
•Search transcripts
•Chat wait messages: additional and custom
•Mobile devices: optimize web forms and chat forms
![Page 16: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/16.jpg)
And more . . . And more . . .
52.1%16%
26.6%
1.7%
.8%62.5%
19.6%
15.9%
.2%
4.5%
![Page 17: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/17.jpg)
Major concerns from surveyMajor concerns from survey
• Yours• Chat response time / performance / stability• Co-browse• Reporting• Policy pages not kept up to date
• Ours• Better distribution of information about new
features and upgrades• Meeting your current needs while anticipating
the needs of the future reference library
![Page 18: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/18.jpg)
What’s coming: Dec, March 2011What’s coming: Dec, March 2011
• Search transcripts
• Wait messages
• Messages can be customized
• Up to 5 different messages available
• Library can set the time the messages appear
• Continuing optimizations for mobile devices
![Page 19: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/19.jpg)
Discussion TopicsDiscussion Topics
• Data Protection and Privacy issues
• Knowledge Base feature – how are libraries using
• Improvements to help workflow?
• Reports
• Others?
![Page 20: Qp update germany 2010](https://reader033.vdocuments.net/reader033/viewer/2022061121/546d8c96af7959fb678b5160/html5/thumbnails/20.jpg)
Thank you!Thank you!
The QuestionPoint Product Team
Susan McGlamery, Product [email protected]
Carol Bonnefil, Product [email protected]
Paula Rumbaugh, Product [email protected]
David Leslie, Product Implementation and Support [email protected]