Help & Support
| Title | Details |
|---|---|
| I want to change how I am alerted to new customers |
This will help you change your customer alert settings in Flash Chat. |
| When customer IP addresses are visible |
Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible. |
| Resolution Codes |
A resolution code has to be set for every AskUsNow! chat session. This guide gives you the rundown of what code is used when. |
| The AskUsNow! Listserv |
View for details on the AskUsNow! Listserv. |
| I want to write back to a customer and there are no "claim" or "answer" buttons. |
If you've clicked on a question from your Question Lists to write back to the customer but you have no function buttons, this guide will help. |
| a word about QuestionPoint service interruptions |
An update about the QuestionPoint service interruptions from October 2009. |
| How do I know if a customer is mine? |
Read this if you need assistance figuring out in follow-up mode what library a customer "belongs" to. |
| When your URL shows up for the customer |
The regular customer interface allows you to send URLs to a customer that then show up on their screen! This guide breaks down how to format your URLs so they do or do not show up for the customer. |
| Customer emails and referring for follow-up |
Its important to get customer email addresses if follow-up is needed. This guide walks you though how to do that and what to do if you didn't. |
| How do I change a customer's email in QP? |
You can not reply to customers in follow-up/email mode in QuestionPoint unless there is an email address listed. If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process. |
| No Habla Español? Transfer to the Spanish Queue |
Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue. |
| When a customer requests a transcript from a previous session |
This guide walks you through the steps of getting a previous transcript re-sent to a customer who requests it. |
| Quick Guide to Going Global |
"Going global" means that during your AskUsNow! shift, you're accepting customers from outside of Maryland - from the rest of the libraries in the 24/7 Reference Cooperative of which we are a part. The global queue is almost always busy and can be a little nerve-wracking to librarians who are unfamiliar with working with non-MD customers. We've put together this guide to help out. |
| Policy Pages |
Policy Pages is a form that is filled out by the local institution that is available to librarians helping your customers through the QuestionPoint software. These pages are designed to help other librarians not from your institution better help your customers. This page will tell you how to get to these pages within QuestionPoint for editing and viewing. |
| Institution Stats: Finding out how many librarians |
This guide walks you through how to get statistics for your institution's individual librarians. |
| QuestionPoint Reports: a rundown |
This gives a rundown of what reports to use for what numbers and where to find them. |
| I'm the only librarian online! Help! |
This will help you troubleshoot Flash Chat when you appear to be the only librarian online! |
| How to Send a Question for Follow Up to a Non-Maryland Library |
Sometimes a session needs follow-up by a non-Maryland library. You have multiple options! |
| Getting statistics for your institution: customer and librarian stats |
This guide will assist you in how to find the standard monthly stats for your institution's librarian and customer activity. Short video included. |
| Contacting non-partner libraries when their customers have questions |
There are some county systems in Maryland that are not AskUsNow! partners. Sometimes we get questions from these county's customers. Read more for how to get their customer's questions routed correctly. |
