QuestionPoint

Chat (standard chat)

PDF Version

Comments? (Help us improve documentation and online help)

1 Overview

2 Monitor and accept chat requests: basic tasks

3 Monitor and accept chat requests: other tasks

4 Chat with a patron: basic tasks

5 Instant message with a librarian: basic tasks

6 Follow up a chat session

7 Chat windows, monitors, and sessions

1  Overview

This section

This section contains background information about standard chat:

This guide's purpose

This user guide helps reference librarians use QuestionPoint standard chat to provide reference service to patrons.

Standard chat is available to all libraries that have a QuestionPoint full subscription. It is not available to libraries that use QuestionPoint only to participate in the Global Reference Network.

Standard chat

To offer QuestionPoint standard chat service to its patrons, your library puts a QuestionPoint chat form on its web site. Patrons use the form to request chat sessions with librarians.

For a patron

Standard chat lets a patron:

  • Request a chat session with a reference librarian
  • Send and receive messages during the session
  • View web pages "pushed" by the librarian
  • Receive a session transcript via e-mail after the session
  • Evaluate the session by completing a survey form
  • Receive followup e-mail messages from the librarian after the session

For a reference librarian

Standard chat lets a reference librarian:

  • Monitor and accept patron chat session requests
  • Participate in one or more chat sessions at the same time
  • Send messages to other librarians who are monitoring chat
  • Transfer chat sessions to other librarians who are monitoring chat
  • Send followup e-mail messages to patrons after the session
  • Submit chat session transcripts to a knowledge base of answered questions

Chat coverage group

If your library joins a group

Your library may join a group of QuestionPoint libraries to use standard chat to provide chat coverage for the group's patrons. As a group, the libraries provide extended hours of chat service. At times when your library cannot provide chat service for its patrons, other libraries in the group provide the service.

When you are monitoring chat:

  • You can see and accept chat session requests from your patrons and from patrons of other libraries in the group not currently monitoring chat.
  • Other libraries do not see requests from your patrons.
  • You can turn off chat coverage so you see only requests from your patrons. However, you may want to consult your institution administrator before turning it off.

When no one at your library is monitoring chat, librarians at other libraries in the group who are monitoring chat can see and accept chat requests from your patrons.

If your library does not join a group

If your library does not join a chat coverage group, you see chat session requests from your patrons only when you monitor requests.

Multiple sessions

You can participate in one or more chat sessions at a time. You can accept new requests and move between in-progress sessions to view and send messages.

Example

  1. You are chatting with a patron.
  2. A new chat request arrives but no other librarians are available to accept it.
  3. You accept the new request. The new session opens in your Chat Window but the first session does not end.
  4. You begin to chat with the second patron.
  5. You return to the first session and continue it.
  6. You return to the second session and end it.
  7. You send an instant message to a librarian and view the response.
  8. You return to the first session and transfer it to another librarian.

Primary/additional librarians

One or more librarians can participate in a single chat session with a patron. If two or more librarians participate in a session, the first librarian to accept the session is the primary librarian and has primary responsibility for the session. If only one librarian participates, he or she is the primary librarian.

Primary librarian

The primary librarian in a chat session:

  • Can send messages to the patron
  • Can end the session
  • Can transfer the primary responsibility to another librarian

If you are the primary librarian in a chat session:

  • You click the patron's name in the list of chat sessions to return to the session.
  • You have a Transfer link and an End Session link when you view the Chat Session.

Additional librarians

An additional librarian in a chat session:

  • Can send messages to the patron
  • Can leave the session without ending it

However, an additional librarian:

  • Cannot end the session
  • Cannot transfer the primary responsibility

If you are an additional librarian in a chat session:

  • You click the 3-person icon in the list of chat sessions to join the session.
  • You have a Leave Session link when you view the Chat Session.

Inform the patron

If two or more librarians participate in a session, the transcript seen by librarians identifies the librarian who sent each message. However, the transcript seen by the patron does not identify the individual librarians. The librarians must inform the patron if they want the patron to know that more than one librarian is participating.

Anonymous chat

Require names and e-mail addresses

Your library may require patrons to provide their names and e-mail addresses on your library's chat form when they request chat sessions.

However, patrons who do not want to provide them may decide not to request a session.

Permit anonymous chat

Or, your library may give patrons the option to chat anonymously. Then patrons can request chat sessions without providing their names and e-mail addresses.

During a chat session, you will see:

  • "Library Patron" in place of the patron's name if the patron does not supply a name.
  • "Anonymous" in place of the patron's e-mail address if the patron does not supply an address.

After a chat session, if a patron does not supply an e-mail address:

  • The patron receives an e-mailed session transcript only if he or she supplies an address for that purpose when prompted at the end of the session.
  • You cannot send followup e-mail messages to the patron.

2  Monitor and accept chat requests: basic tasks

This section

This section contains instructions for the basic tasks performed to monitor and accept chat requests:

Log on to Chat

To log on to Chat and start to monitor chat requests from patrons:

  1. Log on to QuestionPoint.
  2. Click Launch Chat in the Quick Links on My QuestionPoint.
    Or
    Select Chat in the Select Service drop-down list.
    Or
    Click the Chat tab in the Ask a Librarian module.

A separate Chat Window opens. The Patrons Monitor appears in the left side of the window. It contains the information and tools you need to monitor and accept chat requests from patrons.

Caution

Do not log on to Chat if someone who uses the same QuestionPoint authorization as you is already logged on. Problems occur when two or more librarians use the same authorization number at the same time to monitor chat requests and chat with patrons.

You can minimize the window containing your main QuestionPoint session but you must keep it open while you monitor chat requests.

Accept a patron chat request

To watch for and accept new chat requests:

  1. Log on to Chat.
  2. Click the Patrons tab to view the Patrons Monitor.
    Any requests waiting to be accepted are listed in New Chat Sessions.
  3. Optional: Notice each patron's question, shown in the list if the patron entered a question on the chat request form.
  4. Optional: If a down-arrow appears with the patron name, the request is from a patron of a library in your chat coverage group. Position your mouse pointer over the down arrow to display the patron's library.
  5. Click a patron's name to accept a request and enter the session.
    In the Patrons Monitor, QuestionPoint removes the request from New Chat Sessions and adds the session to Chat Sessions in Progress.
  6. Optional: Notice the patron's e-mail address, shown in the Chat Session Information at the bottom right of the Chat Window.
    • If the patron provided an e-mail address, you can send followup messages after the session.
    • If the patron did not provide an e-mail address ("anonymous" is shown), you cannot send followup messages unless the patron gives you the address during the session.

Notes

After you log on to Chat, QuestionPoint notifies you when a new chat request arrives:

  • You may see a New Chat Patron window pop up. Click OK to close it.
  • You may hear a computer sound.
  • You will see a yellow-balloon icon in the Patrons tab in the Chat Window.

Log off Chat

To log off Chat and stop monitoring chat requests:

  1. End any chat sessions for which you are the primary librarian.
  2. Click Logoff.
  3. Click Close Window to close the Chat Window.
  4. Return to the browser window containing your main QuestionPoint session.

Caution

If you close the Chat Window without clicking Logoff, you can log on to Chat again and click Logoff.

If you do not click Logoff:

  • Patrons who request chat sessions see a message asking them to wait for a librarian even if no one else is monitoring chat.
  • Any in-progress chat sessions for which you are the primary librarian remain open.
  • You remain in the list of Chat Librarians Online that other librarians see.

If you click Logoff:

  • QuestionPoint ends any in-progress chat sessions for which you are the primary librarian.
  • If no one else from your library or chat coverage group is monitoring chat, patrons who request chat sessions see a message indicating that chat is not available.
  • QuestionPoint removes you from the list of Chat Librarians Online that other librarians see.

3  Monitor and accept chat requests: other tasks

This section

This section contains instructions for other tasks performed while you monitor and accept chat requests:

Check chat status

To check the status of chat requests and in-progress chat sessions:

  • Click the Patrons tab in the Chat Window.

The Patrons Monitor appears in the left side of the window.

See who is monitoring chat

To see a list of the librarians in your library or chat coverage group who are currently monitoring chat:

  • Click the Librarians tab in the Chat Window.

The Librarians Monitor appears in the left side of the window.

Turn chat coverage off/on

If your library participates in a chat coverage group, you can turn off or on your coverage of chat requests for libraries in your group.

Consult your institution administrator if you have questions about when you may turn off chat coverage.

To turn chat coverage off/on:

If the upper left of the Chat Window contains: Then: And you can:
Chat Coverage is On: Turn Off You currently see chat session requests from:
  • Your patrons, and
  • Patrons of other libraries in the group not currently monitoring chat.
 Click Turn Off to see chat requests from your patrons only.
Chat Coverage is Off: Turn On You currently see chat session requests from your patrons only. Click Turn On to see chat requests from:
  • Your patrons, and
  • Patrons of other libraries in the group not currently monitoring chat.
No chat coverage information Your library does not participate in a chat coverage group.

You see chat requests from your patrons only.

 You cannot turn chat coverage on or off.

Join a chat session

To join an in-progress chat session as an additional librarian to assist the primary librarian:

  1. Click the Patrons tab in the Chat Window.
  2. In Chat Sessions in Progress, click the three-person icon for the session that you want to join.

The Chat Session appears.

Leave a chat session

To leave a chat session without ending it if you are not the session's primary librarian:

  • In Chat Session Information, click Leave Session.

Transfer a chat session

To transfer the primary responsibility for an in-progress chat session to another librarian who is currently monitoring chat:

  1. Optional: Ask the other librarian to accept the session before you transfer it. You could instant message the librarian to ask.
  2. Optional: Inform the patron about the transfer because QuestionPoint does not automatically notify the patron.
  3. In Chat Session Information, click Transfer.
    (If you do not have a Transfer link, you cannot transfer the session because you are not its primary librarian.)
  4. Select the librarian in the list that appears and click Transfer.
    QuestionPoint acknowledges the transfer.
  5. Click Close Window.

Join the transferred session

After you transfer a session, you can join it as an additional librarian if it is still listed in Chat Sessions in Progress.

It is still listed if:

  • You transferred it to a librarian at your library,
  • Or the session is with a patron of another library.

It is no longer listed if:

  • You transferred it to a librarian at another library,
  • And the session is with one of your patrons.

Receive a transferred session

To receive a transferred chat session from another librarian:

  1. Click the Patrons tab in the Chat Window.
    (A yellow-balloon icon in the tab signals the arrival of the session.)
  2. In Chat Sessions in Progress, click the patron name for the transferred session.
    ("(Transfer)" and a yellow-balloon icon are shown after the patron name.)

The Chat Session appears. You are the primary librarian for the session.

Notes

If you were participating in the session as an additional librarian before the transfer, click the patron name for the session to add the Transfer and End Session links to the Chat Session.

You may want to tell the patron about the transfer if the previous primary librarian did not. QuestionPoint does not automatically notify the patron.

Refresh the Chat Window

A yellow, happy-face icon appears in the top-left area of the Chat Window when the window is refreshing automatically and you are receiving the latest messages.

A blue, sad-face icon appears if the window stops refreshing automatically due to a browser or workstation error or a slow or problematic network connection.

If the sad-face icon appears, Click Refresh.

Then, if the happy-face icon replaces the sad-face icon, you are again receiving the latest messages.

If the sad-face icon remains, wait 60 seconds for the happy-face icon to reappear.

If the sad-face icon still remains after 60 seconds, log off Chat and then log on again.

4  Chat with a patron: basic tasks

This section

This section contains instructions for the basic tasks performed during a chat session with a patron:

Return to a chat session

To return to an in-progress chat session:

  1. Click the Patrons tab in the Chat Window.
  2. In Chat Sessions in Progress:
    • Click the patron name for the session if you are the primary librarian.
    • Click the 3-person icon for the session if you are assisting the primary librarian.

The Chat Session appears.

Send a message to a patron

To send a chat message to a patron:

  1. Go to the chat session if you are not already viewing it.
  2. Do one or more of the following:
    • Include text in a message
    • Include scripts in a message
    • Push a web page to a patron
  3. Click Send.

Include text in a message

To include text when you send a message to a patron:

  1. Click in the Message box where you want to place the text.
  2. Type the text or paste it from another source.

Include scripts in a message

To include one or more scripts when you send a message to a patron:

  1. Select a script in a scripts drop-down list.
  2. Click the + button for that list to insert the script text at the end of the message box.
  3. Repeat steps 1–2 as needed.

Push a web page in a message

To push a web page when you send a message to a patron:

  • Include the page's URL in the message text.
    Or, include a script that contains the URL.
    (Begin the URL with "http//:")

When you send the message, the page appears automatically in a new browser window on the patron's computer if the patron's browser allows pop-ups.

Notes

If the patron closes the pop-up window and wants to see the page again, you can push the page again or the patron can click the URL in the chat transcript.

If the patron's browser has security settings that do not allow pop-ups, the patron must click the URL in the transcript to open the page. You may want to suggest that the patron change the browser's security settings to allow pop-ups.

If you include more than one URL in a single message, only the page for the first URL pops up in the patron's browser.

If the URL begins with "https//", the page does not pop up. However, you can send the URL in a message and the patron can copy and paste the URL in a web browser to go to the page.

View a new chat message

To view a new chat message in an in-process chat session if you are not viewing the session when the message arrives:

  1. A yellow balloon appears in the Patrons tab when the message arrives.
  2. Click the Patrons tab.
    A yellow balloon is displayed with the session that received the new message.
  3. Click the patron name to go to the Chat Session.
  4. View the new message at the bottom of the chat transcript.

End a chat session

To end a chat session and set the status of its transcript in QuestionPoint:

  1. Optional: Ask the patron if any further assistance is needed.
  2. Optional: Confirm any planned followup.
  3. Optional: Invite the patron:
    • To click End Session
    • To click the survey link and complete the survey (if your library provides a patron chat survey)
  4. Click End Session.
  5. Optional: Note the Question ID if you plan to follow up on the session.
  6. Click the appropriate status button for the session's transcript.
  7. Click Submit.
  8. Click Close Window.

Status of chat transcript

When a chat session for which you are the primary librarian ends, you choose the status that the transcript will have in QuestionPoint. The transcript is assigned to you so it appears in your question lists as well as your library's.

Status Purpose Question lists
Follow Up (New) You plan to send additional information to the patron or ask someone else to answer the question.

Note: You must have the patron's e-mail address in order to follow up on a question.

 New
Active
Referred (if you covered the session for another library)
Pending The patron plans to send you more information about the question. Pending
Active
Referred (if you covered the session for another library)
Answered (default) The patron said that you answered the question.

And your library reviews answered questions before submitting them to a KB or closing them.

 Answered
Active
Referred (if you covered the session for another library)
Closed The patron said that you answered the question.

And your library reviews closed questions before submitting them to a KB.

 Closed

5  Instant message with a librarian: basic tasks

This section

This section contains instructions for the basic tasks performed to instant message with a librarian while you are logged on to Chat:

Send a message to a librarian

To send an instant message to a librarian who is currently monitoring chat:

  1. Click the Librarians tab to view the Librarians Monitor.
  2. Select the librarian:
    • If you have an open session with the librarian, click the name of the librarian in Instant Message Queue.
    • If you have no open session with the librarian, click the 1-person icon for the librarian in Chat Librarians Online.
  3. Type your message in the message box and click Send.

End session

When you finish sending and viewing instant messages with a librarian, click End Session in Instant Message Session.

View a librarian's message

To view a new instant message from a librarian:

  1. Click OK if a New Instant Message Request window pops up.
  2. Click the Librarians tab. (A yellow balloon in the tab signals the arrival of a new message.)
  3. In Instant Message Queue, click the librarian name for a session. (A yellow balloon by the name signals the arrival of a new message.)
  4. View the message in the Instant Message Transcript.
  5. If necessary, type your reply in the message box and click Send.

End session

When you finish sending and viewing instant messages with a librarian, click End Session in Instant Message Session.

6  Follow up a chat session

This section

This section describes tasks you might perform to follow up a chat session using the session transcript in the QuestionPoint Ask a Librarian module:

Follow up on a session

To follow up on a chat session after it ends:

  1. Go to the Full Question for the chat transcript. You can:
    • Find it by Question ID
    • Or, find it in your question lists
  2. Take appropriate action.

Note

You cannot send additional information to the patron if the patron did not supply an e-mail address.

Submit transcript to KB

To submit a chat session transcript to a knowledge base after a chat session:

  1. Go to the Full Question for the chat transcript. You can:
    • Find it by Question ID
    • Or, find it in your question lists
  2. In the Move To drop-down list, select Knowledge Base and click the arrow to view the Add New Record page.
  3. Complete the information on the page.
  4. Click the Create Record or Save Draft button.

Note

Your library must have a KB to which it submits questions and answers in order to submit a chat session transcript. Consult your institution administrator if you have questions.

View patron survey

You can view the patron's response (if any) to your library's patron survey about a chat session.

Your library must have a chat patron survey form and the patron must submit the form in order for you to view the response.

To view a survey response for a chat session:

  1. Go to the Full Question for the chat transcript. You can:
    • Find it by Question ID
    • Or, find it in your question lists
  2. Click the Survey View link.
    (If there is no link, stop. The patron has not submitted a survey form for the chat session.)
  3. View the response in the separate window that appears and click the Close button.

Notes

If your library has a chat patron survey form:

  • The patron can click a link to the form in the Patron Chat Window when the session ends or in the transcript e-mail message sent to the patron after the session. Then the patron can complete and submit the form.
  • You may want to ask your institution administrator to inform you of survey responses so you do not need to look for them in individual Full Questions. The administrator can check for survey responses (Administration > Institution > Surveys > Reports > View Comments).

If you do not know if your library has a chat patron survey form, ask your institution administrator. Your administrator can create and enable patron survey forms (Administration > Institution > Surveys > Survey Form).

7  Chat windows, monitors, and sessions

This section

This section describes the Chat Window and its parts:

It also describes the Patron Chat Window.

Chat Window

The Chat Window opens when you log on to Chat. It is separate from the window that contains your main QuestionPoint session. Keep the main session window open while you monitor chat.

The Chat Window contains tools you use when you monitor chat requests and chat with patrons:

  • The left side contains general controls, tabs and monitors.
  • The right side contains individual patron chat sessions and librarian instant message (IM) sessions.

General chat controls

General chat controls are located at the top left of the Chat Window:

  • Welcome, account name, authorization number. The name and authorization number for the QuestionPoint account that you are using to monitor chat.
  • Updated. The time and date. It shows the time in hours, minutes, and seconds when the Chat Window was last refreshed. If the time displayed is not for your time zone, contact your institution administrator. The administrator specifies your library's time zone in your library's QuestionPoint profile. (Profile > Institution Services > Institution Information > Time Zone)
  • Happy-face/sad-face icon. The yellow, happy-face icon appears when the Chat Window is refreshing automatically and you are receiving the latest messages. The blue, sad-face icon appears if the window stops refreshing automatically due to a browser or workstation error or a slow or problematic network connection.
  • Refresh. Click this link to update the Chat Window with the latest information if the sad-face icon appears. If the happy-face icon does not reappear within 60 seconds after you click the link, log off Chat and then log on again.
  • Help. Click this link to view online help in a separate window.
  • Logoff. Click this link and then close the Chat Window to log off chat when you finish monitoring chat.
  • Chat Coverage is On (Off): Turn Off (On). Appears only if your library participates in a chat coverage group. Click this link to turn off (on) your participation in chat coverage for your current monitoring session.

Tabs and monitors

Tabs and monitors are located below the general chat controls:

  • Patrons. Click the Patrons tab to view the Patrons Monitor and chat with patrons.
  • Librarians. Click the Librarians tab to view the Librarians Monitor and communicate with librarians.

Patrons Monitor

The Patrons Monitor (left side of the Chat Window) lets you:

  • Watch for new chat requests from patrons of your library or chat coverage group
  • Accept chat requests to begin chat sessions
  • View a list of in-progress chat sessions
  • Return to in-progress chat sessions

Click the Patrons tab to view the Patrons Monitor. It contains two areas:

  • New Chat Sessions
  • Chat Sessions in Progress

New Chat Sessions

New Chat Sessions lists chat requests waiting for you or another librarian to accept:

  • Requests from your library's patrons have a yellow balloon (but no down arrow) in front of the patron's name. Click the patron's name to accept the request and enter the session.
  • If your library participates in a chat coverage group, requests from the group's patrons have a yellow balloon and a down arrow in front of them. Position your mouse pointer over the arrow to display the patron's library. Click the patron's name to accept the request and enter the session.

Chat Sessions in Progress

Chat Sessions in Progress lists in-progress chat sessions:

  • Your chat sessions, for which you are the primary librarian, have the patron's name highlighted and linked. No icon appears before the patron's name. Click the patron's name to return to the session.
  • Other librarian's chat sessions have a 3-person icon in front of the patron's name. Click the icon to join the session as an additional librarian.

Chat Session

When you enter or return to a Chat Session, it appears in the right side of the Chat Window. It contains a transcript (upper right) and a work area (lower right).

Transcript

The chat session transcript (upper right) contains:

  • The patron's name or "Library Patron" if the patron did not supply a name
  • The patron's question (if any) that the patron entered when requesting the chat session
  • Messages sent between the patron and librarians
  • Information about the session and the libraries and librarians involved

The patron's transcript (in the patron's chat window) contains the messages but not the information about the session, libraries and librarians.

Work area

The chat session work area (lower right) contains:

  • Message box. Type text or URLs or add scripts in the box.
  • Send. Click this button to send the message to the patron.
  • Scripts lists and + buttons. Select a script and click a button to add the script at the end of the Message box.
  • Chat Session Information.
    • Patron name. The patron's name, or "Library Patron" if the patron did not provide a name on the chat request form.
    • Patron e-mail address. The patron's e-mail address, or "anonymous" if the patron did not provide an address on the chat request form.
    • Transfer. Available to primary librarian only. Click the link to transfer the primary responsibility for the session to another librarian.
    • End Session. Available to primary librarian only. Click the link to end the chat session with the patron.
    • Leave Session. Available to additional librarians only. Click the link to leave the session without ending it.

Librarians Monitor

The Librarians Monitor (left side of the Chat Window) lets you:

  • See which librarians in your library or chat coverage group are logged on to Chat
  • Instant message with them (Patrons do not see instant messages between librarians.)

Click the Librarians tab to view the Librarians Monitor. It contains two areas:

  • Instant Message Queue
  • Chat Librarians Online

Instant Message Queue

Instant Message Queue lists your open IM sessions and the time when they began. Click a librarian's name to reenter a session with that librarian.

Chat Librarians Online

Chat Librarians Online lists the librarians in your library or chat coverage group who are currently monitoring chat. Click the one-person icon in front of a librarian's name to begin an IM session with that librarian. Your name has no icon.

Patron Chat Window

The chat window that the patron uses changes three times during a chat session.

When patron submits request

When the patron submits a chat request using your library's chat form, the patron chat window opens.

If someone is monitoring chat, it contains:

  • An End Session link
  • A message that includes a greeting, the number of chat requests ahead of the patron's request, and instructions to wait for a librarian

If no one is monitoring chat, it contains:

  • A Close Window link
  • A message that includes a greeting, an indication that no one is available to chat, and instructions to see your web site for chat hours and contact information
  • A link to your library's question form page if your institution administrator has provided the page's URL (Administration > Institution > Settings > Question Form)

When librarian accepts request

When you accept the chat request, the patron chat window changes to contain:

  • The chat session transcript (upper part) displays the messages sent between you and the patron.
  • The chat session work area (lower part) contains:
    • An End Session link
    • A message that includes a greeting and a statement that the patron is now chatting with a librarian
    • A message box in which the patron types messages to you
    • A Send button that the patron clicks to send a message to you

When session ends

When the chat session ends, the patron window changes again to contain:

  • A Close Window link
  • A message that includes good-bye, session-has-ended, and thank-you statements
  • A message stating that a transcript is being sent to the patron's e-mail address, or, in the case of an anonymous chat, a box and button that the patron can use to provide an e-mail address in order to receive a transcript
  • A link to complete a survey (if your library turns on the patron chat survey)
  • A transcript