Training
Need training? Choose from tutorials, recordings, and other materials on this
page to help you build or update your QuestionPoint 24/7 Reference knowledge
and skills. Link to resources that cover a wide variety of relevant topics,
such as how to configure your browser for Flash Chat and run and interpret reports.
Also, access registration
forms for upcoming training sessions.
Note that you may need to install an application before you view some of the recordings, tutorials, or slide presentations below. (See the Technical Requirements heading under each category for specific information on which viewers or plug-ins you may need.) Additionally, several recordings and tutorials have prerequisites. Be sure to complete these before viewing a presentation, especially if you are a first-time user.
Please, help us improve our training programs and materials.
Send us your comments.
Jump to: Tutorials | Live Meeting Recordings | Instructional Materials | Upcoming Training Sessions
Tutorials
Tutorials blend audio, video, and graphics to demonstrate specific topics and
features of QuestionPoint. They can be interactive, allowing you to perform
actions and take quizzes to test yourself before you use the live service.
Technical Requirements
Tuorials are built using either Qarbon’s ViewletBuilder or LiveMeeting.
You need an Adobe (formerly Macromedia) Flash plug-in for your web browser to
view the Qarbon tutorials and Windows
Mediaplayer to view LiveMeeting recordings. If you do not have the Flash
plug-in installed on your machine, you may download
it from the Adobe site.
| Title, Duration, and Date |
Prerequisites |
Objectives |
Audience |
Launch
Flash Chat
16 minutes
Last updated: 20081123
|
|
- Log into QuestionPoint with the appropriate browser
- Launch Flash Chat
- Submit a practice question
|
|
Using
Scripted Messages and Pushing Web Pages to Patrons
6 minutes
Last updated: 20081123
|
|
- Send pre-scripted messages to patrons during a chat session
- Push web pages to a patron during a chat session
|
New Users |
Using
Policy Pages and Co-browsing
20 minutes
Last updated: 20080726
|
- Read the Guide
to IE browser setup
- Launch Flash Chat tutorial
- Using Scripted Messages and Pushing Web Pages to Patrons
tutorial
|
- Use patron’s library policy page to find information
- Co-browse with the patron to access licensed resources
|
New Users |
Using
IM and Transfer
8 minutes
Last updated: 20081123
|
|
- Instant message with another librarian
- Transfer a chat session to another librarian
|
New and Current Users |
Ending
a Flash Chat Session
11 minutes
Last updated: 20081123
|
- Read the Guide
to IE browser setup
- Launch Flash Chat tutorial
- Using Scripted Messages and Pushing Web Pages to Patrons
tutorial
- Using Policy Pages and Co-browsing tutorial
|
- Close a Flash Chat session
- Find your transcript on the appropriate QuestionPoint question list
|
New Users |
Reports
Quick Reference
Last updated: 20080304
|
QuestionPoint Administration
|
- Explain differences between Administration and Ask reports
- Define the basic purpose and content of each Administration report
- Define the basic purpose and content of each Ask report
- Run and interpret an Institution Report
- Run and interpret a General Ask report
- Answer the top frequently asked questions about reports
|
Current Users |
Step-by-Step procedures for using the Global Reference Network (GRN)
Last updated: 20080515
|
|
- How to write a question to the GRN to get help from another library with a question
| New and Current Users |
Jump to: Tutorials | Live Meeting Recordings | Instructional Materials | Upcoming Training Sessions
Meeting Recordings
We frequently record webinars, virtual training sessions, and meetings to provide
audio/video resources that you may use to train new staff or as an alternative
for when you or your staff cannot attend a virtual education event. Additionally,
we sometimes record sessions without audiences to create training resources
similar to tutorials.
Technical Requirements
To view one of the following recordings, you must have Windows Media Player installed on your computer for LiveMeeting Recordings. You will need the ARF player to view WebEx recordings.
| Title and Duration |
Prerequisites |
Objectives |
Audience |
Best Practices: UK Patrons
66 minutes
Last updated: 20080730
|
- Current member of the 24/7 Cooperative
|
- This webinar will provide information about the Enquire service as well as best practices for handling UK patrons
|
24/7 Cooperative Members |
Chat
and Co-browse Webinar
62 minutes
Last updated: 20070717
|
- Current users upgrading to Flash Chat with co-browse or those wanting
to refresh skills
|
- Configure browser and launch Flash Chat
- Conduct a Flash Chat session with co-browse
- Conduct follow-up on a chat transcript
- Close a session
|
Current Users |
|
Global
Profile Setup
19 minutes
Last updated: 20061808
|
- Current user wanting to activate your library's global profile
|
- Define the global profile
- Submit the global profile for activation
- Use global access to refer questions
- Create and join cooperative groups
|
Current Users |
|
24/7
Reference Cooperative Training
113 minutes
Last updated: 20070516
|
- Participate in basic QuestionPoint librarian training
- Flash Chat tutorial series
- Participate in the 24/7 academic or public cooperative
|
- Review goals of the 24/7 cooperatives
- Define the structure and purpose of the cooperatives
- Highlight participants
- Describe how to monitor the cooperatives
- Explain the role of policy pages
|
Cooperative Members |
|
The
QuestionPoint Knowledge Bases: An Introduction (Morning
Session)
72 minutes
Last updated: 20070814
|
- Current users who want to learn more about QuestionPoint Knowledge
Bases or want a refresher on the topic
|
- Introduction to the knowledge bases
- Benefits of using the knowledge bases
- Submitting and editing knowledge base records
- Searching and reusing knowledge base records
- Making the knowledge bases open to the public
- Issues, Challenges, Steps for Success
|
Current Users |
|
The
QuestionPoint Knowledge Bases: An Introduction (Afternoon Session)
66 minutes
Last updated: 20070814
|
- Current users who want to learn more about QuestionPoint Knowledge
Bases or want a refresher on the topic
|
- Introduction to the knowledge bases
- Benefits of using the knowledge bases
- Submitting and editing knowledge base records
- Searching and reusing knowledge base records
- Making the knowledge bases open to the public
- Issues, Challenges, Steps for Success
|
Current Users |
|
QuestionPoint
Reports Webinar
65 minutes
Last updated: 20071023
|
- Current users who want to hear more in-depth information on the content
and use of QuestionPoint Reports.
|
- High-level overview of Reports
- Questions asked/submitted by participants
- Run an Offline Report
- Upcoming advancements and updates
|
Current Users |
|
Reference
Services in Special Libraries: Increase Efficiency and Visibility with
QuestionPoint
42 minutes
Last updated: 20070411
|
- Current or prospective users who want information on how some special
libraries use QuestionPoint's management tools to provide better service
to their users and leverage the knowledge and skills of library staff.
|
- Brief Overview of QuestionPoint
- Hear how two special libraries are using QuestionPoint
- Questions and Answers
|
Current Users |
|
Equity
of Access with Virtual Reference: Eliminating Barriers to Service with
Lightweight Chat
66 minutes
Last updated 20070919
|
- Current or prospective users who want to hear how the new QuestionPoint
lightweight chat tools can expand the capacity of libraries to serve
their community in a variety of environments, including users who rely
on screen readers or other assistive technologies.
|
Hear speakers from:
- Minnesota Braille and Talking Book Library
- Maryland AskUsNow!
- Washington State Library
|
Current Users
Prospective Users
|
Jump to: Tutorials | Live Meeting Recordings | Instructional Materials | Upcoming Training Sessions
Instructional Materials
This section contains an array of instructional materials on the operation
and management of QuestionPoint services, including annotated PowerPoint slide
presentations.
Technical Requirements
Many of these materials were created using Microsoft PowerPoint or Word. Others were created and saved as PDF files, which require a reader such as Adobe Acrobat.
| Title and File Size |
Prerequisites |
Objectives |
Audience |
Chat and Chat Follow-up
2,993 KB
Last updated: 20061227
|
While there are no prerequisites for viewing this presentation, you may want to review the booklets, QuestionPoint Overview and Start up Your QuestionPoint Account. |
- Log on and launch chat
- Trace 24/7 sessions to QuestionPoint transcripts
- Identify and interpret status information
- Conduct follow-up
- Close a session
|
New Users |
E-mail Reference
7,192 KB
Last updated: 20070911
|
While there are no prerequisites for viewing this presentation, you may want to review the booklets, QuestionPoint Overview and Start up Your QuestionPoint Account. |
- Describe a basic reference workflow
- Conduct e-mail reference using QuestionPoint 24/7 Reference Services
- Use a knowledge base to answer a question
- Refer a question to another library
|
New Users |
Administration
1,855 KB
Last updated: 20061228
|
- Conduct E-mail Reference slide presentation
|
- Implement e-mail reference forms
- Define the profile for your library
- Create individual librarian accounts
- Set patron communication parameters
- Generate and interpret reports
|
Administrators |
Chat Follow-up and Referral
1,250 KB
Last updated: 20060511
|
- Flash Chat Series of tutorials
|
- Determine when to use which chat resolution code
- Trace a resolution code to a record status
- Use question lists to follow-up on chat transcripts
- Conduct three basic types of follow-up
- Decide how to follow up on a transcript
- File answered transcripts
|
Current Users |
Queue Selection in Flash Chat
985 KB
Last Updated: 20081105
|
- Flash Chat Series of tutorials
|
- Identify queue types
- Choose a queue
- Get help with queue selection
|
Current Users |
Jump to: Tutorials | Live Meeting Recordings | Instructional Materials | Upcoming Training Sessions
Upcoming Training Sessions
The table below contains upcoming training events and sessions for QuestionPoint 24/7 Reference Services. To register for one of them, Click on the name of the session to be taken to an online registration form.
Technical Requirements
Virtual sessions are conducted over the web using Microsoft’s LiveMeeting
technology and a teleconference bridge for the audio portion. When you register
for a virtual session, your confirmation contains a link to the LiveMeeting
session and information to dial into the teleconference. Also in your confirmation,
you should find detailed instructions on testing your access to the LiveMeeting
participant console prior to the day of the session.
No sessions are currently scheduled. Continue to check this section of the
page for updates.
Jump to: Tutorials | Live Meeting Recordings | Instructional Materials | Upcoming Training Sessions
