Descriptive Codes
What are Descriptive Codes and why are we starting to use them?
A descriptive code is what QuestionPoint calls the tags we can put on a chat session, email or follow-up to mark the question's category or subject matter. Until now, we have not been using descriptive codes on a statewide level. In the last year, it has become more and more apparent that the use of descriptive codes both on the local and the statewide level would help us when we're explaining, reporting, or talking up our services and usage.
How do they work?
Descriptive codes are added to chat sessions just like resolution codes. They can also be added to a session or an email in follow-up mode.
QuestionPoint structured Descriptive codes with the local institution in mind. When chatting, you will only see the descriptive codes available from the customer's library. In email/follow-up mode, you'll see the descriptive codes for your own institution. To ensure that Maryland customers show a coherent, cohesive statewide list, we surveyed the liaisons and came up with a statewide list of 11 codes that will be added to each AskUsNow! partner library's list. The local library then has the opportunity to add any additional codes they may want (making sure the list doesn't get unwieldy or codes are jargony).
Because this is a different model than we're used to, we've put together a 3 minute video with a 3 question quiz to help you with Descriptive Codes. Starting in December, we're asking that ALL AskUsNow! providers view the video and take the quiz. Results will be recorded so we can track who's watched the video.
What's on our statewide list and when do I apply what code?
With the assistance of 3 liaisons (Debbie from Howard, John from PGCMLS and Jess from Harford CC), we've come up with a list of eleven statewide codes. They are:
Reader's Advisory
Use this code for patrons looking for suggestions about what to read, watch, or listen to, or seeking to identify a title from clues they provide.
Student Assignment
Use this code for K-12 and college students’ projects, homework or other school-related assignments.
Tutoring
Use this code for questions that have been referred to a library’s live tutoring service or that would have been appropriate for referral to a tutoring service but none was available. Also for requests for local tutor recommendations.
Legal Information
for questions specifically requiring legal research or law information.
Genealogy
for questions related to genealogy, including requests for obituaries and death notices.
Workforce
for questions about employment seeking, job and career skills, including everything from resume help to inquiring about jobs at the library.
Business Community/Market Research
for questions related to small business information, and for finding information about businesses, and market research that help businesses make informed decisions.
Library Account Access
questions related to a customer’s library account, PIN and library card help, renewing and requesting library materials online, and fines and fees.
Library Services
Use this code for questions about hours, locations, policies, programs and events, a library’s history, and who to contact at the library.
Electronic Resources
Use this code for questions about databases, downloadables and other electronically delivered content.
Personal Interest
Use this code for questions that are not for academic or professional research or homework-related assignments.
Rockstar Nomination
Use this code to nominate the session for an AskUsNow! Rockstar Librarian award. (Read here for more details.)
Why should I use descriptive codes?
Descriptive Codes will help us track the content, category, or subject matter that our customers are coming to us for. This information will be important for us to understand customer needs, redirect marketing efforts, and submit better usage reports.
How can I (as a liaison) add more descriptive codes for my local institution?
First, let's be clear that you DO NOT have to add additional codes for your local institution if you don't want to. You also don't have to use the codes in your reporting. That said, if you DO want to use some additional codes locally, feel free. View the 1 minute video that explains how to add codes for use in QP.
Do I have to use descriptive codes?
Yes, we're asking that every Maryland AskUsNow! chat provider set a descriptive code for all Maryland customers they handle. We're hoping for a 100% adoption rate by March 1st.