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State Library of Oregon
Library Support and Development
Answerland Staff Toolkit
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Answerland Staff Toolkit
Help, information, and resources for library staff participating in Answerland, Oregon's statewide reference service.
Oregon-Related Reference Resources
Training & Events
Ask (followup, email, text)
Info for Liaisons
QuestionPoint Chat: A Primer for Answerland Library Staff
Details on scheduling and staffing your Answerland chat shifts.
Answerland Shift Basics
A list of the main steps to perform during an Answerland shift.
Chat documentation from OCLC
Find information about how to monitor chat requests, chat with patrons, and indicate when follow-up is needed for a chat session.
Training Videos from OCLC
Use QuestionPoint Chat
This video demonstrates how to use QuestionPoint chat and some of the tools available to librarian during a chat session.
Message another librarian and transfer a chat session
This video demonstrates how to message another librarian and to transfer an active chat session to another monitoring librarian.
QuestionPoint Ask: A Primer for Answerland Library Staff
Covers chat followup, email, and text.
Ask module documentation from OCLC
Find information about how to access current email questions, text messages, and chat transcripts, send answers to questions received by your library, review transcripts and questions, and more.
Chat Follow-up and Manage Questions
This session provides instruction on the Chat follow-up workflows, referrals of questions and/or transcripts, as well manage questions and transcripts in the QuestionPoint environment.
E-mail Reference in QuestionPoint
This session provides an overview of the QuestionPoint service and instruction on conducting E-mail reference in QuestionPoint.
This session covers how questions are duplicated in the system, changing patron email addresses, and question lists and statuses.
Setting Up and Managing QuestionPoint: A Primer for Answerland Full Partner Library Liaisons
Administration module documentation from OCLC
Find information about how to manage librarian accounts, customize patron forms and communications, create patron surveys, and view survey reports.
Reports documentation from OCLC
Find information about how to view statistical reports for yourself, your library, or all of QuestionPoint.
Software Issues & Enhancement Requests
A running list that all Answerland liaisons can add to.
Request Answerland training
Answerland training is done on an as-needed basis. If you have staff that are new to Answerland or need a refresher, fill out this form and the Answerland Coordinator will contact you to establish details.
OCLC's support page for QuestionPoint, which includes documentation, training, and troubleshooting info.
OCLC System Status
Check here to view QuestionPoint's real-time status, including service disruptions and scheduled downtimes.
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Mar 7, 2019 1:13 PM
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