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Send answer from expert

After QuestionPoint receives an e-mail reply from the subject-matter expert to whom you referred a question, you can send the answer to the patron.

To send the answer to the patron:

  1. Read the e-mail message and any attachments sent to your e-mail address when the expert replied.
  2. Save any attachments on your computer so you can include them when you send the answer to the patron.
  3. Go to the Full Question.
  4. Click one of the buttons included with the expert's reply in the Question History:
    • Click Edit to accept the expert's reply and begin to process it.
      QuestionPoint displays the Edit Expert or Librarian E-mail Response page.
      Go to the next step.
    • Click Delete to remove the expert's reply.
      QuestionPoint redisplays the Full Question, removes the entry that contains the expert's reply from the Question History, but keeps the entry that indicates when the expert's reply was received.
      Stop. You have finished this procedure. Decide what action to take next on the question.
  5. Click one of the radio buttons located below the Reply box on the Edit Expert or Librarian E-mail Response page:
    • Click Send as Answer if you want to edit the expert's reply and then send it directly to the patron without adding attachments or seeking additional information.
    • Click Save as Note if you want to edit the expert's reply and then add attachments or seek additional information before you send the answer to the patron.
  6. Edit the expert's reply in the Reply box. You might:
    • Remove unneeded text, such as headers, a copy of your message, etc.
    • Enhance the reply as needed for the patron
  7. Click the Submit button located below the Reply box.
    • If the Send as Answer radio button was selected, QuestionPoint redisplays the Full Question, changes the status of the question to "Answered," and sends the answer to the patron.
      Stop. You have finished this procedure.
    • If the Save as Note radio button was selected, QuestionPoint redisplays the Full Question and adds the expert's reply as a librarian note in the Question History.
      Go to the next step when you are ready to send an answer to the patron.
  8. In the Full Question, select and copy the librarian note that contains the expert's reply.
  9. Click the Answer button to view the Answer Question page.
  10. Paste the expert's reply in the Answer box.
  11. Use the tools on the Answer Question page as needed to modify the text in the Answer box, include scripts, attach files, and send the answer.

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