QuestionPoint

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View and answer questions

Please note: This document has not been updated to reflect the QuestionPoint changes installed in October 2004. Although the concepts, features, and functions described still apply, some illustrations and procedure steps are out of date.

DOCUMENT INFORMATION About this table

Audience

Primary: Reference librarians, reference administrators.
Secondary: Knowledge Base editors, institution administrators, group administrators.

Subscription type

Full; Global-only

Document type

Overview

Purpose

Find, view, answer, and refer questions received in the Ask a Librarian module.
Create scripts to insert frequently used information into answers, chat sessions or messages.

Related materials

Online help for the QuestionPoint Ask a Librarian module; Receive questions

Last Updated

February 26, 2004

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Introduction

Purpose

After reviewing the following information, you should be able to do the following:

  • Find, view, answer and refer questions received in the Ask a Librarian module.
  • Create scripts in order to insert frequently used information into answers, chat sessions or messages.

Methods for answering questions

The following table lists the QuestionPoint options for answering questions. Your library may use any of the methods available through its QuestionPoint subscription.


Method Is the method available in your library's subscription? How is the method implemented?
Full Global-only
Respond directly to a patron. Yes Yes No specific implementation steps are required.
Refer a question to a partner in the group that your library joined when subscribing to QuestionPoint. Yes No
  1. Your group administrator lets libraries in your QuestionPoint subscription group refer questions to other libraries (called Referral Partners) in the group.
  2. Your institution administrator submits your library's profile to your group.
  3. Your group administrator activates your library's profile.
Refer a question to a partner in a group that your library joined online in QuestionPoint. Yes Yes
  1. Your institution administrator completes the required fields and submits your library's profile to the global network.
  2. The global administrator activates your library's profile.
  3. Your institution administrator joins a group online.
  4. The group's administrator activates your library's membership.
Route a question to the Global Reference Network. Yes Yes
  1. Your institution administrator completes the required fields and submits your library's profile to the global network.
  2. The global administrator activates your library's profile.
Refer a question by e-mail to a subject-matter expert who does not have a QuestionPoint account. Yes Yes No specific implementation steps are required.
Assign, claim, close, or delete a question. Yes Yes No specific implementation steps are required.

Authorization privileges

In order for you to view, answer and refer questions, you must have an authorization with the Librarian or Administrator privilege for the Ask a Librarian module, or you must be an institution administrator.

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Ask a Librarian module menu

The Ask a Librarian module menu contains a tab for each section of the Ask a Librarian module:

Questions section menu

Questions section menu
Questions section menu

Label Item Description
1 Questions Click to view the Questions section menu.
2 Active

Click to view the Active Questions list.
3 New Click to view the New Questions list.
4 Referred Click to view the Referred Questions list.
5 Closed Click to view the Closed Questions list.
6 Service History Click to view questions archived in the service history.
7 Add Question Click to add to QuestionPoint a question received at your reference desk or by e-mail or telephone.

Settings section menu

Settings section menu
Settings section menu

Label Item Description
1 Settings Click to view the Settings section menu.
2 My Addresses Click to create your address book of experts to whom you refer questions by e-mail.
3 My Scripts Click to create scripts for use by your QuestionPoint account only.
4 Institution's Scripts Click to create scripts (if you have an administrator account) or view scripts for use by any of your library's accounts.
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View a question list

The parts of a question list

When you log on to QuestionPoint and go to the Ask a Librarian module, QuestionPoint displays the Active Questions list.

The following illustration of an Active Questions list shows the parts that every question list has.

The parts of the Active Questions list
The parts of the Active Questions list

Label Item Description
1 Go If you know the Question ID of a question that you want to view, type the ID in the box and click Go.
View

To view only the questions in a question list that are assigned to your QuestionPoint account or to another of your library's librarian or administrator accounts, select the account in the drop-down list and click View.

To view only the questions not yet assigned to any of your library's accounts, select Unassigned and click View.

To view all the questions in the list, select All and click View.
2 Go to another page Each page of a question list contains up to 25 questions. If a list contains more than 25 questions, it is divided into pages and you can click a link go to another page of the list.
3 Status key A key identifies the symbols (icons) used in the Status column of the list. Click Key to view the full key of symbols and status descriptions.
4 Status This column contains the symbols or words that show the status of the question. If a list is not arranged by status, click the heading of this column to rearrange the list by status. Click on a symbol or word in this column to view the full information (Full Question record) for the question.
5 Patron Name

This column contains the name of the patron who asked the question. Click a button in the heading of this column to rearrange the list by patron name, as the patron names appear in the column (not by last name). Click Descending sort button for descending order; click Ascending sort button for ascending order.

Sometimes text appears instead of a patron name:

 
6 ? ID This column contains the Question ID. Click a button in the heading of this column to rearrange the list by Question ID. Click Descending sort button for descending order; click Ascending sort button for ascending order.
7 Question

This column contains the text of the question. If an ellipsis (...) appears at the end of a question, QuestionPoint truncated the question as specified in your personal settings.

For a chat session, the column contains "Chat Session Transcript with" followed by the patron's name (or by "Library Patron" if the patron did not provide a name on the chat form). If the patron provided a question on the chat form, that question follows the patron's name.

To view the full information (Full Question record) for the question, click a question in this column.

Check the box in this column for each question that you want to close or add to a knowledge base (KB). Or, if you are an institution administrator, you can also check the box in this column for each question that you want to delete. Use the Select All or Unselect All link at the bottom of the screen to check or uncheck all the boxes on the page.

Then use the Update List box and button at the bottom of the screen to close, add to a KB, or delete the checked questions. If the list is divided into pages, you must do this on one page at a time.
8 Assigned to This column contains the name of the account to which the question is currently assigned.
9 Time/Date Entered

This column contains the time and date at which the question entered the Ask a Librarian module. Click a button in the heading of this column to rearrange the list by time and date entered. Click Descending sort button for descending order; click Ascending sort button for ascending order.

The time appears for your library's time zone as provided by your institution administrator in the Time Zone field of your library's profile.
10

Select All

Unselect All

To check the box in the Question column for every question on the page, click Select All.

To uncheck the box in the Question column for every question on the page, click Unselect All.
10 Update List

To close, delete or add to a knowledge base the questions that you checked in the Question column, select an option in the drop-down list and click Update List. If the list is divided into pages, you must do this on one page at a time.

To: Select:
Submit the questions to a local KB and keep them in the current question list Submit to Local KB
Submit the questions to the global KB and keep them in the current question list Submit to Global KB
Move the questions to the Closed Questions list Close
Submit the questions to a local KB and move them to the Closed Questions list Close & Submit to Local KB
Submit the questions to the global KB and move them to the Closed Questions list Close & Submit to Global KB
Delete the questions (if you are an institution administrator) Delete

To add to the question list any questions or updates received while you were viewing the list, select Refresh in the drop-down list and click Update List.

The types of questions the Active Questions list includes

The Active Questions list includes the following types of questions likely to need your library's attention:

  • Questions submitted by your patrons through your library's question form or chat form (chat transcript).
  • Questions submitted by your patrons at your reference desk or by e-mail or telephone, that your library entered in the Ask a Librarian module using Add Question and a status of New, Pending, or Answered.
  • Questions with replies from patrons to your library's e-mail messages.
  • Questions with information sent by patrons in the Patron interface.
  • Questions referred to your library by a library in one of your QuestionPoint groups.
  • Questions routed to your library through the Global Reference Network.

The types of questions that the Active Questions list does not include

The Active Questions list does not include the following types of questions:

  • Questions your library refers to a Referral Partner in one of your QuestionPoint groups. These appear on the Referred Questions list.
  • Questions your library routes to the Global Reference Network. These appear on the Referred Questions list.
  • Questions your library referred by e-mail to a subject-matter expert who does not have a QuestionPoint account. These appear on the Referred Questions list.
  • Closed questions. These appear on the Closed Questions list.
  • Questions the system automatically adds to your library's service history 90 days after the last action is taken on them.
  • Questions your institution administrator deletes.

Other question lists

The following table describes the other available lists of questions:

List Description
New Questions This list contains questions and replies to requests for clarification that no one from your library has acted on yet. It contains a subset of the questions on the Active Questions list.
Referred Questions

This list contains questions that your library:

  • Referred to a Referral Partner in one of your QuestionPoint groups, or
  • Routed through the Global Network, or
  • Referred by e-mail to a subject-matter expert who does not have a QuestionPoint account

It also shows questions referred to your library by a library in one of your QuestionPoint groups or routed to your library through the Global Network.
Closed Questions This list contains questions that a staff member or patron has closed because they require no further action. Questions are automatically removed from this list or any other list and moved to your library's service history 90 days after the last action is taken on them.

How long does a question remain in question lists?

Regardless of its status, a question remains in question lists until 90 days after the last action is taken on it. Then the system automatically removes it and places it in your library's service history.

To make a question and answer available to serve other patrons in the future, add it to a Knowledge Base.

Note: If your library's institution administrator deletes a question, the system removes it from all question lists and the service history.

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View a question

To view the full information for a question (the Full Question record), click on the question in the Question column of a question list.

Or, if you know the Question ID of a question that you want to view, type the ID in the Question ID box on a question list and click Go.

The following illustration of a Full Question record shows the parts that a question may have.

The parts of a Full Question record
The parts of a Full Question record
The parts of a Full Question record
The parts of a Full Question record

Label Item Description
1 Question ID The ID number of the question.
Return to list A link and a button that you can click to return to the last question list that you were viewing, such as the Active Questions list.
2 Question The complete question as entered, or the title of a chat session transcript.
3 Time/Date Entered The time and date at which the question entered the Ask a Librarian module. The time appears for your library's time zone as provided by your institution administrator in the Time Zone field of your library's profile.
4 Patron Name

The name and e-mail address, if available, of the patron who asked the question.

"Anonymous Patron" appears for a chat transcript if the patron did not provide a name on your library's chat form. No e-mail address appears for a chat transcript if the patron did not provide the address on your library's chat form. "Walk Up" appears if no patron e-mail address was provided for a question received at your reference desk or by e-mail or telephone.
5 Currently Assigned to The name of the account to which the question is currently assigned.
6 Routed/Referred by The name of the library and account that referred or routed the question, if the question was referred or routed to your library.
7 Survey Results link The link that leads to any patron survey responses related to the question. No link appears if no survey responses are related to the question.
8 Action buttons and boxes Buttons and boxes used to act on questions. For more information, see Answer and refer questions.
9 Question History

A log of the actions taken on the question, from earliest to most recent. For each action, the question history indicates:

  • When the action occurred (Time/Date Entered column).
  • Who did it (Response By column). The first librarian to act on a question is identified as "Librarian 1," the second librarian (if any) to act on the question is identified as "Librarian 2," and so on.
  • What it was (Response or Action column).
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Create scripts

Why create scripts

You and your library can create scripts in order to insert frequently used information when you:

Script links

Click a script link in the Settings section of the Ask a Librarian module menu to begin to create a script.

Script links in the Ask a Librarian module menu
Script links in the Ask a Librarian module menu

Label Item Description
3 My Scripts Click this link to create scripts for use by your account only.
4 Institution's Scripts

Click this link to create or view scripts for use by any of your library's accounts.

Your library's institution administrator and accounts that have the Ask-a-Librarian administrator privilege can create and change these scripts. Other librarian accounts can view these scripts but cannot create or change them.

Create your own scripts

To create up to 25 scripts for use by your account only, click the My Scripts link in the Settings section of the Ask a Librarian module menu. Create your scripts on the Custom Scripts screen.

The parts of Custom Scripts
The parts of Custom Scripts

Label Item Description
1 Custom Scripts This area shows the name and text of scripts already created, listed in alphabetical order by script name. You can have up to 25 scripts.
2 Name This column shows the names of scripts already created.
3 Text This column shows the text of scripts already created.
4 Delete Click the Delete button to remove a script so it cannot be used.
5 Edit Click the Edit button to copy the name and text of a script to an Edit Scripts area so you can change the script without creating another one.
6 Add New Scripts You can create new scripts in the Add New Scripts area.
7 Script Name In this box, type the name for the new script. Type something that reminds you of the text and does not duplicate an existing name. You use the name to select the script when you want to insert the text in a message.
8 Script Text In this box, type the text of the script. Use the Enter key on your keyboard to include blank lines in the text. Type http:// and a URL if you want to include a link in the text.
9 Add Click the Add button to add the script to the list in the Custom Scripts area.

Create additional scripts for your library

To create up to 25 scripts for use by any of your library's accounts, click the Institution's Scripts link in the Settings section of the Ask a Librarian module menu.

Institution administrators and accounts that have the Ask-a-Librarian administrator privilege can create the scripts on the Institution's Custom Scripts screen. It works as Custom Scripts does.

Other librarian accounts can view these scripts but cannot create or change them.

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Answer and refer questions

The buttons and boxes of a Full Question record

The Full Question record contains buttons and boxes that you can use to answer, refer or act on the question.

The buttons and boxes of a Full Question record
The buttons and boxes of a Full Question record

Label Item Description
1 Assign, Claim or Reject

The Assign Question button and its accompanying drop-down list are available only to your library's institution administrator and accounts that have the Ask-a-Librarian administrator privilege. To assign a question to an account, select an account in the drop-down list and click the Assign Question button. A message is sent to the account's e-mail address as notification that the question has been assigned. For more information, see Assign a question (for administrators).

The Claim button is available to accounts that have the Ask-a-Librarian librarian privilege. The button appears if the question has not been assigned and no one has taken action on it. Click the Claim button to assign the question to yourself when you want to answer a question but are not yet ready to act on it. Even if you do not click the Claim button, the question is automatically assigned to you when you act on it. For more information, see Claim a question (for librarians).

The Reject button is available to accounts that have the Ask-a-Librarian librarian privilege. The button appears in each question that has been assigned to the account of the person viewing the question. Click the Reject button to return the question to "unassigned" status and let others know that you will not answer the question. For more information, see Reject an assigned question (for librarians).
2 Refer Question

The Refer Question button and its accompanying drop-down list let you send a question to another library or a subject-matter expert for an answer. Select one of the Refer Question options in the list and then click the button.
3 File Question

The File Question button and its accompanying drop-down list let you add a question to a knowledge base (KB) or close or delete it. Select one of the File Question options in the list and then click the button.
4 Routing View

Click Routing View to view, in a separate window, the routing information provided when the question was routed through the Global Reference Network. This button appears only if the question was routed through the Global Network.
4 Search KB Click Search KB to search the knowledge bases to see if you can use a knowledge base record to answer the question.
5 Print View

Click Print View to view, in a separate window, a version of the Full Question record more suitable for printing. It contains the question history and basic information about the question but not the message area and other buttons and boxes used to answer or act on the question.

When you route a question through the Global Reference Network, you can click this button before you click the Refer Question button so you can view the Full Question record in a separate window while you provide the routing information.
6 Message Area

The message area contains several buttons and boxes for preparing messages about a question. For information about them, see Respond to a patron about a question and Leave a note for a librarian.
7 Submit Click the Submit button to complete your work in the message area.

Refer Question options

The Refer Question button and its accompanying drop-down list in a Full Question record let you send a question to another library or a subject-matter expert for an answer. Select one of the options in the list and then click the button.

The following options may appear in the drop-down list for the Refer Question button:

In addition, the following options may appear in the drop-down list:

  • Reject appears only for questions that have been routed to your library by the Global Reference Network or referred to your library by other libraries in its cooperative groups. Select it if your library cannot answer the question.
  • Recall appears only for questions that your library has referred to another library in its groups. Select it if your library no longer needs a response from that library.
  • Recall from e-mail appears only for questions that your library has referred by e-mail to a subject-matter expert. Select it if your library no longer needs a response from that expert.
  • Update Routing Information appears only for questions that your library routed through the Global Reference Network. Select it if you want to revise the routing information that your library provided. The revised information may help the library that receives the question. If the library rejects the question, the revised information is used to route the question to another library.

File Question options

The File Question button and its accompanying drop-down list in a Full Question record let you add a question to a knowledge base (KB) or close or delete it. Select one of the options in the list and then click the button.

The following options may appear in the drop-down list for the File Question button:

  • Select Close to change the status of the question to closed and move it to the Closed Questions list. For more information, see Who should close a question? When should they close it?
  • Select Delete to remove a question from QuestionPoint so it can no longer be viewed or acted on. This button is available only to your library's institution administrator.
  • Select Add to KB to submit the question for inclusion in a Knowledge Base.

Note: You can also use Update List on a question list to:

  • Close one or more questions.
  • Add one or more questions to a knowledge base.
  • Delete one or more questions if you are your library's institution administrator.
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Assign a question (for administrators)

You can assign a question to any of your library's accounts to answer if:

  • You are an institution administrator, or
  • Your account has the Ask-a-Librarian administrator privilege.

After you assign a question, the assigned account is identified in the:

  • Currently Assigned To field in the Full Question, and the
  • Assigned To column in question lists.

A question is also assigned to an account when:

  • Someone with a librarian account claims it, or
  • Someone acts on it.

To assign a question to an account as an administrator:

  1. Go to its Full Question record.
  2. Select an account in the Assign Question drop-down list.
  3. Click the Assign Question button.
    QuestionPoint sends a message to the assigned account's e-mail address as a notification.

Assign a question
Assign a question

 

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Claim a question

You can claim a question (assign it to yourself ) to let others know that you will answer it if:

  • Your account has the Ask-a-Librarian librarian privilege, and
  • The question is currently unassigned.

After you claim a question, your account is identified in the:

  • Currently Assigned To field in the Full Question, and the
  • Assigned To column in question lists.

A question is also assigned to an account when:

  • Someone with an administrator account assigns it, or
  • Someone acts on it.

To claim a question:

  1. Go to its Full Question record.
  2. Click the Claim button.

Claim a question
Claim a question

 

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Reject an assigned question

You can reject an assigned question to let others know that you will not answer it if:

  • The question is currently assigned to your account, and
  • Your account has the Ask-a-Librarian librarian privilege.

After you reject a question:

  • The question is shown as unassigned in the Full Question and in question lists, and
  • An item in the Question History in the Full Question indicates that you rejected the question, and
  • Your reason for rejecting it appears in the Question History, if you provided a reason.

QuestionPoint does not send an e-mail notification to anyone when you reject a question.

To reject a question:

  1. Go to its Full Question record.
  2. Click the Reject button.
    Update Question appears.
  3. If you wish, type a reason for rejecting the question.
  4. Click the Reject button.

Reject button
Reject button

Update Question
Update Question

Item in Question History
Item in Question History

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Leave a note for a librarian

You may leave a note for a librarian about a question. Librarian notes appear in the question history that librarians see but not in messages or question histories that patrons see. For example, you could leave a note about resources you have consulted. You cannot include attachments with a note.

In the message area of a Full Question record:

  1. Type your note and add any scripts in the Message box.
  2. Click the Librarian Note button.
  3. Click the Submit button.

If you are interrupted before you finish the note, you can click the Draft button and then click the Submit button to save your note until you are ready to return to the Full Question record and complete it.

The Draft button is the default message-type button. If you do not click the Librarian Note button before you click the Submit button, you save the note as a draft without adding it to the question history. You can change the default message-type button when you change your personal settings.

Leave a note for a librarian
Leave a note for a librarian
Leave a note for a librarian

Label Item Description
1 My Scripts You can choose one of your own scripts in the My Scripts drop-down list and click the Add to message button to add the script text to the message box. You can do this one or more times.
2 Institution Scripts You can choose one of your library's scripts in the Institution Scripts drop-down list and click the Add to message button to add the script text to the message box. You can do this one or more times.
3 Message In this box, you type the note and add any script text that you want to include.
4 Librarian Note Click this button if you want to leave a note for a librarian.
5 Submit Click the Librarian Note button and then click this button to leave a note for a librarian.
6 Question History

A log of the actions taken on the question, from earliest to most recent.
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Respond to a patron about a question

You can send a response to a patron's question. Usually your response is an answer or a clarification request. (See also: Use a knowledge base record to answer a question.)

To send a response:

  1. Type your response and add any scripts in the Message box in the message area of a Full Question record.
  2. Add any attachments in the Attachments boxes. (Do not attach a file larger than 2 MB.)
  3. Click the Answer button if you are answering the question or Clarification button if you are requesting more information from the patron.
  4. Click the Submit button. QuestionPoint sends your response to the patron's e-mail address. (Your institution administrator can customize the e-mail messages that your library sends to patrons.)

If you are interrupted before you complete the response, you can click the Draft button and then click the Submit button to save your response until you are ready to return to the Full Question record and complete it.

The Draft button is the default message-type button. If you do not click the Answer or Clarification button before you click the Submit button, you save the message as a draft without sending it to the patron. You can change the default message-type button when you change your personal settings.

Respond to a question
Respond to a question
Respond to a question
Respond to a patron about a question

Label Item Description
1 Question ID

This area contains general information about the question, including the patron's name, the e-mail address to which your response will be sent, and the time and day that the question entered the Ask a Librarian module.

If the e-mail address is missing or incorrect, the patron will not receive your answer or clarification request. You cannot include or correct the e-mail address in the Full Question record. If you know the correct address, you can add a new question and include the address and other information about the question in it and then close or delete the original Full Question record.
2 Message Area This area of a Full Question contains tools for preparing and sending your response.
3 My Scripts You can choose one of your own scripts in the My Scripts drop-down list and click the Add to message button to add the script text to the message box. You can do this one or more times.
4 Institution Scripts You can choose one of your library's scripts in the Institution Scripts drop-down list and click the Add to message button to add the script text to the message box. You can do this one or more times.
5 Message In this box, you type the answer or message and add the script text that you want to send to the patron.
6 Answer or Clarification Click the Answer button if you are sending an answer to the patron. Or, click the Clarification button if you are asking the patron for information to help you answer the question.
7 Draft Click this button if you have provided some information but need to return to the question later to finish your response before you send it to the patron.
8 Attachments Use these boxes to specify 1 or 2 attached files to send with your message. (Do not attach a file larger than 2 MB.) In each box, you can type a path and filename of a file to attach or click the Browse button to find and select it.
9 Submit Click the Answer, Clarification, or Draft button and then click this button to send your response to the patron or to save your message to complete and send later.
10 Question History

A log of the actions taken on the question, from earliest to most recent.
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Use a knowledge base record to answer a question

You can use records in the global and local knowledge bases (KBs) to help answer your patrons' questions. This saves time for you and increases the value of the KBs for your patrons and your library.

Online help: See Use a knowledge base record to answer a question in online help for more information and for detailed procedures.

The Search KB button

To see if the KBs contain an answer that will help you answer your patron's question, click the Search KB button while viewing your patron's question.

Search KB button in Full Question
Search KB button in Full Question

KB Advanced Search

The KB Advanced Search screen appears. Enter your search and click the Search button. (You can click Return to Ask at any time to go back to the Full Question record without using a KB record.)

KB Advanced Search
KB Advanced Search

Question and Answer List

In the Question and Answer List that appears, click on a question if you want to view its answer.

Question and Answer List
Question and Answer List

Question and Answer Detail

In the Question and Answer Detail that appears, read the answer and decide if it will help your patron. If you want to use the answer, click either the Forward Answer button or the Copy Answer button.

Forward Answer and Copy Answer buttons
Forward Answer and Copy Answer buttons

Forward Answer

Click the Forward Answer button if you want to:

  • Edit the answer, and
  • Send it to your patron or to your patron and others

Do not click this button if you need to do any of the following:

  • Add scripts
  • Attach files
  • Save the answer as a draft or librarian note before sending it to the patron

The Forward Answer screen appears when you click the button. It contains the answer from the KB record and key information about your patron's question.

Add e-mail addresses if you want to send the answer to others in addition to the patron. Edit and enhance the answer as needed and click Send. QuestionPoint sends the answer to the patron's e-mail address and to any other addresses that you added.

Forward Answer screen
Forward Answer screen

Copy Answer

Click the Copy Answer button if you want to:

  • Edit the answer, and
  • Send it to your patron only

And you need to do one or more of the following:

  • Add scripts
  • Attach files
  • Save the answer as a draft or librarian note before you send it to your patron

When you click the Copy Answer button, the Full Question record for your patron's question appears. It contains the answer from the KB record in the Message box and all the tools available in the Full Question record. (For more information about the tools, see Respond to a patron about a question.)

Complete the message in the Message box. Select a Message Type and click the Submit button.

  • If you select the Answer type, QuestionPoint sends the answer to the patron's e-mail address.
  • If you select the Draft or Librarian Note type, the Full Question record reappears with the draft or librarian note. You still need to send an answer to your patron. (You can copy the librarian note to the message box and then complete your answer to the patron.)

Copied Answer in Full Question
Copied Answer in Full Question

E-mail message to the patron

Whether you use Forward Answer or Copy Answer to send the answer, the patron receives it in an e-mail message that looks like other answer messages sent by your library. The patron does not know that the answer came from a knowledge base.

Question history

When you send an answer, QuestionPoint adds two entries in the question history of the Full Question record. One entry identifies the KB record from which the answer came. The other contains the answer sent to the patron.

However, QuestionPoint excludes the entry that identifies the KB record if you use Copy Answer and save the answer as a draft or librarian note before you send it to the patron.

Question History
Question History

KB records forwarded or copied

To identify KB records that have been used to answer patrons' questions, QuestionPoint indicates the number of times that the record has been forwarded or copied to answer a question.

Forwarded/Copied
Forwarded/Copied

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Refer a question to a partner in your subscription group

To refer a question to another library in the group that your library joined when subscribing to QuestionPoint:

  1. Select Refer to Partner (My Subscription Group Only) in the drop-down list next to the Refer Question button on the Full Question record.
  2. Click the Refer Question button to view the Refer Question to Partner (Subscription Group) screen.
  3. If you do not want to limit by subject strength the referral partners from which you select the partner to receive the question, go to step 4. If you do want to limit the referral partners by subject strength, select a subject area and a subject broad class in the drop-down lists and click the Limit Partners button.
  4. Select a referral partner to receive the question in the drop-down list. (To view more information about a partner, select the partner in the drop-down list and click Information button.)
    (If no referral partners are listed, or you do not want to select any of those that are listed, and you selected a subject area and broad class in step 3, repeat step 3 but select all subject areas and broad classes. If you still cannot find a partner to select, consider the other refer question options.)
  5. Type the reason for the referral and other information to help the referral partner answer the question.
  6. Click the Refer button to send the question to the partner that you selected. QuestionPoint notifies the partner and places the question in the partner's question lists and in your library's Referred Questions list.

Availability

This option is available to you if your library:

  • Has a QuestionPoint full subscription, and
  • Joined a group when subscribing to QuestionPoint, and
  • Has an active profile in the group.

Refer Question to Partner (Subscription Group) screen

Refer Question to Partner (Subscription Group)
Refer Question to Partner (Subscription Group)

Label Item Description
1 Subject Area and Broad Class

Select All Subject Areas and Broad Classes if you do not want to limit by subject strength the list of referral partners from which you select the partner to receive the question.

Select a Subject Area and Broad Class if you do want to limit by subject strength the list of referral partners from which you select the partner.
2 Limit Partners

Click this button to include in the Referral Partners drop-down list the partners which match the Subject Area and Broad Class that you selected.
3 Referral Partners In this drop-down list, select the partner to receive the question. The partners listed match the Subject Area and Broad Class that you selected. (To view more information about a partner, select the partner in the drop-down list and click Information button.)
4 Reason for referral Type the reason for the referral and other information to help the referral partner answer the question.
5 Refer Click this button to send the question to the referral partner that you selected. QuestionPoint notifies the partner and places the question in the partner's question lists and in your library's Referred Questions list.
6 Question History A log of the actions taken on the question, from earliest to most recent.
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Refer a question to a partner in any of your cooperative groups

To refer a question to a library in any of your cooperative groups (these may include: groups that your library joined or created online; a group that your library joined when subscribing to QuestionPoint):

  1. Select Refer to Partner (All Cooperative Groups) in the drop-down list next to the Refer Question button on the Full Question record.
  2. Click the Refer Question button to view the Refer Question to Partner (Cooperative Groups) screen.
  3. If you do not want to limit by subject strength the referral partners from which you select the partner to receive the question, go to step 4. If you do want to limit the referral partners by subject strength, select a subject area and a subject broad class in the drop-down lists.
  4. If you do not want to limit to a particular group the referral partners from which you select the partner to receive the question, go to step 5. If you do want to limit the referral partners to a particular group, select a group in the drop-down list. (To view more information about a group, select the group in the drop-down list and click Information button.)
  5. Click the Limit Partners button.
  6. Select the referral partner to receive the question in the drop-down list. (To view more information about a partner, select the partner in the drop-down list and click Information button.)
    (If no referral partners are listed, or you do not want to select any of those that are listed, and you selected a subject area and broad class in step 3 or a particular group in step 4, repeat steps 3 and 4 and select all subject areas and broad classes and all groups. If you still cannot find a partner to select, consider the other refer question options.)
  7. Type the reason for the referral and other information to help the referral partner answer the question.
  8. Click the Refer button to send the question to the partner that you selected. QuestionPoint notifies the partner and places the question in the partner's question lists and in your library's Referred Questions list.

Availability

This option is available to you if your library:

  • Has a QuestionPoint full or global-only subscription, and
  • Has an active profile in the Global Reference Network, and
  • Joined or created a group online or joined a group when subscribing to QuestionPoint that lets libraries join it online.

Refer Question to Partner (Cooperative Groups)

Refer Question to Partner (Cooperative Groups)
Refer Question to Partner (Cooperative Groups)

Label Item Description
1 Subject Area and Broad Class

In these drop-down lists, select All if you do not want to limit by subject strength the list of referral partners from which you select the partner to receive the question.

Select a Subject Area and Broad Class if you do want to limit by subject strength the list of referral partners from which you select the partner.
2 Group

In this drop-down list, select All if you do not want to limit the list of referral partners to members of a particular group.

Select a group if you do want to limit the list of referral partners to members of a particular group.
3 Information button Select a group in the drop-down list and click this button to view more information about the group.
4 Limit Partners

Click this button to include in the Referral Partners drop-down list the partners which match the Subject Area/Broad Class and Group options that you selected.
5 Referral Partners In this drop-down list, select the partner to receive the question. The partners listed match the Subject Area/Broad Class and Group options that you selected.
6 Information button Select a referral partner in the drop-down list and click this button to view more information about the partner.
7 Reason for referral Type the reason for the referral and other information to help the referral partner answer the question.
8 Refer Click this button to send the question to the referral partner that you selected. QuestionPoint notifies the partner and places the question in the partner's question lists and in your library's Referred Questions list.
9 Question History A log of the actions taken on the question, from earliest to most recent.
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Route a question through the Global Reference Network

Introduction

You can route a question through the Global Reference Network in order for a library in the Global Network to answer it if your library has an active profile in the Global Network.

Select Best Match Route in the drop-down list next to the Refer Question button on the Full Question record and then click the Refer Question button. QuestionPoint displays Send Question to Global Network.

For information about:

Send Question to Global Network

The Send Question to Global Network screen requests the information needed to route the question through the Global Network.

Provide the information requested and click Submit. If you selected the Automatic Routing Type, QuestionPoint sends the question to the library that is best able to answer the question and places the question in your library's Referred Questions list. If you selected the Choose a Library Routing Type, QuestionPoint displays the Best Match Results screen.

Send Question to Global Network
Send Question to Global Network
Send Question to Global Network
Send Question to Global Network

Label Item Description
1 Routing type

Indicate whether you want to choose the library to which the question will be sent or you want QuestionPoint to send the question automatically to the library that is the best match.

If you want to choose the library, QuestionPoint provides a list of the 3 or more libraries best able to answer the question when you submit it. Then you can choose the library from that list or change the routing information and request a revised list of libraries.
2 Subject

Indicate the subject of the question by selecting a:

  • Subject area and a subject broad class, or
  • Geographic subject area, or
  • Subject area and a subject broad class and a geographic subject area
3 Language of reply

Select the language in which the reply must be provided, or select Any language if the reply may be provided in any language.

Only languages supported by libraries participating in the Global Network are listed, along with the number of participants supporting each language.
4 Send reply to

Indicate whether QuestionPoint will send the reply to the patron only, the requester (you) only so you can send it to the patron, or both the patron and you.
Time deadline

Indicate how much time the library has to provide the answer, from the time that the question entered QuestionPoint. You can select 8, 12, 24, or 48 hours, or 7 or 30 days.

QuestionPoint (after sending two update messages) automatically closes an unanswered question 24 hours after the deadline. If this happens, you or the library to which the question was sent can still find the question in the Closed Questions list and answer it.
5 Education level

Indicate the education level of the patron who will use the answer.
Format

Select a format if the patron requested that the answer include materials in a special format.
6 Preferred location

Indicate the preferred location of the answering library. QuestionPoint automatically supplies the location information from your library's profile. Leave the country and Zip Code as it is for your library if you prefer that QuestionPoint consider libraries near your location. Or, select a country other than the United States or select the U.S. and type a Zip Code if you prefer that QuestionPoint consider libraries in or near that location.

Only countries that contain libraries participating in the Global Network are listed, along with the number of participants in the country.
7 Exclude your group Check the box to exclude libraries in your QuestionPoint group if your library is in a group and you do not want to send the question to libraries in the group.
8 Optional fields

Supply as much additional information as you can to clarify the question and describe any steps already taken to try to answer it:

  • Include the patron's e-mail address if QuestionPoint will send the reply to the patron.
  • Provide the patron's name
  • Select the patron's reason for asking the question (reason for research).
  • Provide keywords that may help retrieve information needed to answer the question.
  • Indicate any resources already consulted.
  • Provide comments that will clarify the question or help the library look for an answer.
9 Submit

Click the Submit button to route the question.

If you selected the Automatic Routing Type, QuestionPoint sends the question to the library that is best able to answer the question and places the question in your library's Referred Questions list. However, if no libraries match all the routing information you provided, QuestionPoint displays the Best Match Results screen.

If you selected the Choose a Library Routing Type, QuestionPoint displays the Best Match Results screen.
10 Question history View a log of the actions taken on the question, from earliest to most recent.

Best Match Results

If you selected the Choose a Library Routing Type or if no libraries match all the routing information you provided, QuestionPoint displays the Best Match Results screen when you submit the request on the Send Question to Global Network screen. Click the name of a library to route the question to that library. QuestionPoint sends the question to the library and places the question in your library's Referred Questions list.

Best Match Results
Best Match Results

Label Item Description
1 Matching Libraries

View a list of the 3 or more libraries that best match your routing information and the routing scores for each library. For an explanation of routing scores, see How is a question submitted to the global reference network routed to an institution?

Click the name of a library to route the question to that library. QuestionPoint sends the question to the library and places the question in your library's Referred Questions list.
2 Routing Information

View the routing information that you provided on the Send Question to Global Network screen.
3 Change Routing Parameters

Click Change Routing Parameters to return to the Send Question to Global Network screen to change the routing information and resubmit the request.

If no libraries match all the routing information

If no libraries match all the routing information you provided, QuestionPoint displays the Best Match Results screen with a note indicating that no matching libraries were found.

Click Change Routing Parameters to return to the Send Question to Global Network screen to change the routing information, if possible. For example, you might choose a language supported by more participants, a different Education Level (such as Adult/Life Long Learner) or a longer time deadline. Then resubmit the request.

If no libraries match all the routing information and you cannot change the information, click Route to On-call Librarian to send the question to the on-call librarian for assistance.

No library found
No library found

Label Item Description
1 Matching Libraries This area contains a note indicating that no matching libraries were found if no libraries match all the routing information you provided.
2 Routing Information

View the routing information that you provided on the Send Question to Global Network screen.
3 Route to On-call Librarian

Click Route to On-call Librarian to send the question to the on-call librarian for assistance.
4 Change Routing Parameters

Click Change Routing Parameters to return to the Send Question to Global Network screen to change the routing information and resubmit the request.
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Refer a question by e-mail to a subject-matter expert

You can refer a question by e-mail to a subject-matter expert who does not have a QuestionPoint account, such as someone who works for a community agency or a teacher or faculty member. You can refer a question to only one expert at a time.

The expert's reply is sent to you through QuestionPoint, and you send the answer to your patron.

Refer a question by e-mail to an expert

Select Refer by E-mail in the drop-down list next to the Refer Question button on the Full Question record and then click the Refer Question button.

QuestionPoint displays the Refer to E-mail Partner screen. It lets you prepare and send an e-mail message to request help with the question.

Note: You cannot include attachments with the e-mail message to the expert. If you want to send attachments, you must send them outside of QuestionPoint.

Provide the e-mail address (one only) of the expert. Because the address you provide must be the same one from which the expert replies, avoid using a group address. To provide the address:

  • Select a name in the drop-down list of names from your address book and click the arrow to add the address to the Address box.
  • Or, type the address in the Address box.

Read the:

  • Subject line, provided by the system.
  • Beginning text, customized by your institution administrator; contact your institution administrator to suggest changes.
  • How-to-reply text, provided by the system.
  • Patron supplied information, if any, contains answers that the patron supplied in any custom fields on your library's question form.
  • Question history, contains the patron's question and any interactions between a librarian and the patron. It does not contain librarian notes or entries about question referrals.
  • Ending text, if any, customized by your institution administrator.

In the Message box, type any note and add any scripts that you want to provide for the expert. (In the e-mail message to the expert, the system adds "Message from [your name]:" in front of the information that you provide in the box.)

Click the Send button. QuestionPoint sends the message to the address you provided. It also adds an entry in the question history that contains the time and date of your message, the e-mail address to which it was sent, an indication that you sent it, and the information that you provided in the Message box.

Refer by e-mail
Refer by E-mail

Receive the expert's reply

QuestionPoint does the following when it receives the expert's reply:

  • Adds the question to the Active and New question lists.
  • Sends a notice to your e-mail address that the reply has arrived.
  • Adds an entry to the question history in the Full Question that indicates a response was received. It includes the expert's e-mail address.
  • Adds the expert's reply to the question history. You cannot take any action on the question until you either edit or delete the reply.

If the reply includes an attachment, QuestionPoint notes the attachment at the end of the reply in the question history and attaches it to the e-mail notice. You can add the attachment when you respond to the patron.

QuestionPoint provides two options for processing the reply in the Full Question. A button for each option appears below the reply in the question history:

  • Click Edit to keep the expert's reply. QuestionPoint displays the screen used to edit the reply.
  • Click Delete to remove the expert's entire reply. This removes the reply but keeps the entry indicating that a response was received from the expert. For example, if the expert replied accidentally without including any information, you could delete that reply.

Edit the reply and respond to the patron

If you click Edit below the expert's reply in the question history, the Edit Response to E-mail Referral screen appears.

Decide whether to save the reply as a librarian note (default) or as an answer. Click the appropriate button in the Save As field:

  • Edit and save it as a librarian note. This lets you keep the expert's complete reply as a librarian note. You might want to remove unneeded text (such as headers or a copy of your message) so it does not appear in the note. After saving the reply as a note, you can prepare the answer for the patron.
  • Edit and save it as an answer. This sends your edited version of the expert's reply directly to the patron. Therefore, you should edit and enhance it as warranted for the patron as well as remove unneeded text. You cannot include attachments with this method.

In the Reply box, edit the expert's reply as needed.

Click the Save button to save the revised reply. The Full Question record appears.

If you saved the reply as an answer, QuestionPoint sends the answer to the patron and the answer replaces the expert's reply in the question history.

If you saved the reply as a librarian note, an Expert-Reply note replaces the expert's reply in the question history. Now you can prepare and send your reply to the patron. You might copy the librarian note, paste it in the message box, edit and enhance it, add attachments, and send the answer. For more information, see respond to the patron about the question.

Refer by e-mail
Edit Response to E-mail Referral

Recall a question or send a message to the expert

Some options are available now for communicating with the expert after you refer a question, and others will be added later.

Recall a question. The current options let you recall a question. You can refer a question to only one expert at a time.

  • If you no longer need a reply from the expert, select Recall from e-mail in the drop-down list next to the Refer Question button on the Full Question record and then click the Refer Question button. QuestionPoint displays the Update Question screen. Type the reason for the recall in the box provided and click the Recall Question button. QuestionPoint sends a message to the expert indicating that the question has been recalled and the expert no longer needs to respond. The message also contains the reason for the recall that you typed. QuestionPoint adds an entry in the question history indicating that the question has been recalled. If the expert sends a reply after the question is recalled, QuestionPoint does not add it to the question history or send an e-mail notification to you.
  • If you want to refer the question to another expert, simply follow the steps to refer the question by e-mail to the other expert. When you complete the new request and click Send, the Confirm E-mail Recall screen appears. Click Send on that screen to send the question to the new expert and recall it from the previous expert. QuestionPoint sends the question to the new expert and sends a message to the previous expert indicating that the question has been recalled and the expert no longer needs to respond. QuestionPoint also adds entries in the question history indicating that the question has been recalled from one expert and referred to another. If the previous expert sends a reply after you send the question to another expert, QuestionPoint does not add it to the question history or send an e-mail notification to you.

Follow up a question. Currently, the only way to send a follow-up message to an expert is to use the option above for referring the question to another expert, except you refer the question to the same expert. The expert receives both the recall message and your follow-up message. The expert can respond to your follow-up message. A better follow-up option will be added later.

Create your address book of experts

You can create and maintain an address book of the names and e-mail addresses of up-to-25 experts to whom you refer questions by e-mail.

When you refer a question by e-mail, the names in your address book appear in the drop-down list on the Refer by E-mail screen. You can select a name and click the arrow to add the address to the Address box. If the expert you want is not listed, you can type the address in the Address box or add it to your address book and then select it.

Click the My Addresses link in the Settings section of the Ask a Librarian module menu to go to the My Address Book screen. On this screen, you can add, delete, or change (edit) names and addresses in your address book.

My Address Book
My Address Book

Label Item Description
1 My Addresses

Click the My Addresses link in the Ask a Librarian module menu to go to the My Address Book screen.
2 Delete and Edit buttons

Click Delete to remove a name and e-mail address from your address book. Click Edit to go to a screen for changing a name and address.
3 Add E-mail address

To add a name and e-mail address to your address book, type them in the boxes and click Add.
4 Add button

Click this button to add a new name and e-mail address to your address book.
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View and edit a patron e-mail reply

The question history in a Full Question record may contain a patron's e-mail reply to a message from QuestionPoint about the question. Your institution administrator specifies in the Administration module whether or not patron e-mail replies are added to question histories.

View patron e-mail reply

A patron's e-mail reply may contain unneeded text, such as a copy of the message from QuestionPoint. You can remove unneeded text from the reply so it does not appear in the question history or in any subsequent messages about the question from QuestionPoint. You can also add text to the reply, if necessary.

QuestionPoint provides three options for processing a patron's e-mail reply. Click one of the buttons below the reply to choose an option.

Patron e-mail reply in question history
Patron e-mail reply in question history

Label Item Description
1 Reply A patron's e-mail reply, which includes a copy of the message from QuestionPoint.
2 Save button Click Save to keep the reply without removing or adding any text.
2 Edit button Click Edit to remove unneeded text or add text.
2 Delete button Click Delete to remove the entire reply.

Edit patron e-mail reply

If you click the Edit button, the Patron Response screen appears. Delete the unneeded text from the Reply box, add text if necessary, and click the box's Save button. The Full Question record appears with your changes.

If you are viewing the Patron Response screen but decide not to remove or add text, click your browser's Back button or one of the buttons below the question history.

Patron Response screen
Patron Response screen

Label Item Description
1 Reply box The box in which you edit the patron's e-mail reply to remove or add text.
2 Save button The button that you click when finished adding or removing text to replace the patron's e-mail reply in the question history.
2 Buttons Buttons you can click if you decide not to remove or add text:
  • Click Save to keep the patron's reply without removing or adding any text.
  • Click Edit to begin again to edit the patron's reply.
  • Click Delete to remove the entire reply.
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View patron survey responses

A Full Question record may contain a link to patron survey responses related to the question. Click the link to view the survey responses.

The link appears if your institution administrator creates a patron survey form in the Administration module and the patron submits the form for the question.

Multiple survey responses

When you click the link, a list of survey responses appears in a separate browser window if the patron submitted more than one response for a related question. For each response, the list contains the time and date submitted and any comment included. To view a response, click its time/date in the list.

List of survey responses
List of survey responses

A survey response

A survey response includes the information shown in the following illustration.

A survey response
A survey response

Label Item Description
1 Question ID The Question ID of the related question.
2 Time/Date Entered The time and date that the patron submitted the survey response.
3 Comment The comment submitted, if any.
2 Answers All questions included on the survey form and the patron's answer for each one.
2 Buttons Buttons for moving among responses, if the patron submitted more than one form for the related question, and for closing the window containing the response.
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View questions archived in the service history

What is the service history?

The service history, located in the Questions section of the Ask a Librarian module, is a permanent archive of the questions that your library has processed through QuestionPoint. Your library can use the service history to study its past service to patrons and plan future improvements. The service history contains all available information about each question and answer, except specific patron information.

QuestionPoint automatically adds questions to the service history 90 days after the last action is taken on them. Questions are added weekly, regardless of their status.

After questions are added to the service history, they are not available in the Active, New, Referred or Closed question lists in the Ask a Librarian module or in question lists that patrons see in the Patron interface.

You can:

  • Search, browse, view and print the questions in the service history.
  • Add (submit) questions to the Global Knowledge Base (KB) or a local KB from the service history.
  • Delete questions to remove them from the service history if you are an institution administrator.

Search or browse the service history

To search or browse the service history, click Service History in the Questions section menu of the Ask a Librarian module. QuestionPoint displays the Service History Search screen.

Search by Question ID

To search for a question, type its Question ID in the box provided and click Go. QuestionPoint displays the Full Question if one with that Question ID is included in your library's service history.

Browse

To browse questions, specify the characteristics of the questions you want to view in the drop-down lists and boxes and click Submit. QuestionPoint redisplays the Service History Search screen. A list of the questions matching the specified characteristics appears at the bottom of the screen.

Service History Search
Service History Search

Chose questions from a question list

When you browse the service history, a list of the questions matching the specified browse characteristics appears at the bottom of the Service History Search screen. Click a question in the list to view information about the question.

From the question list, you can also:

  • Submit questions to a knowledge base (KB)
  • Delete questions from the service history if you are an institution administrator

Check the boxes in the Question column for each question that you want to submit to a KB or delete, select an action in the drop-down list at the bottom of the screen and click Update List.

List of Questions on Service History Search
List of Questions on Service History Search

View questions

When you search by Question ID or click a question in a list of the questions that matched your browse characteristics, QuestionPoint displays the Service History: Full Question. You can view or print the question or add it to a KB.

Service History: Full Question
Service History: Full Question

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