LET’S CHAT
A student’s guide to using QuestionPoint in the classroom
CHAT as a LIBRARIAN
Join Chat Sessions

Follow these steps to start monitoring the chat queue and start joining chat sessions.
Action
1
Open your browser. Turn off any pop-up
blockers. Go to www.questionpoint.org.
Result or Note
Case sensitive--be sure that Caps Lock is off.
The My QuestionPoint homepage will display.
Click the Librarian Login button at the top
of the page to access QuestionPoint.
2
Select the Launch Chat link, found in the
"Quick Links" section of the left-hand
sidebar.
The Chat Monitor will open in another
window. Select the Primary Queue: LISQ
and click Save.
LIBRARIAN’S CHAT WINDOW
Updated: 10/1/16
1
Chat Monitor Page
Updated: 10/1/16
2
To start chatting with a
patron, click on the
patron’s name.
LIBRARIAN’S CHAT WINDOW
Updated: 10/1/16
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Start Chatting as a Patron


Patrons will have to access the chat window via the URL provided by your instructor.
If a librarian is not logged in, you will receive a “chat not available” message.
Action
Result or Note
1
Open a web browser. Type in or paste
the URL for the chat form (obtain the
URL from your instructor).
The left hand side of the screen will display the library
school’s web site and the right side is where the
patron’s information and question will be entered.
2
Type name, email address and question
in the appropriate fields. Click Connect.
After the chat, the transcript will be sent to the email
provided.
EMAIL REFERENCE


Many libraries also offer reference service via an email form.
Questions sent via an email form appear and are answered in the QuestionPoint system.
Action
Result or Note
1
To simulate email reference, open a web The patron's form includes fields for a name,
browser. Type in or paste the URL of the email address and question.
email form (obtain the URL from your
instructor).
2
Type name, email address and question
in the appropriate fields. Click Connect.
The answer will be sent to the email you provided.
NOTE: Typically, when an email question is received, an email notification is sent
to the library. However, this notification has not been set up for LIS accounts.
Updated: 10/1/16
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Answering Email Questions

All email questions are answered and stored within the QP system.
Action
Result or Note
1 In QuestionPoint, select Ask from the drop-down
menu in the top left corner of the screen.
The New Questions page will display.
2 The red question mark indicates a new, unanswered
question. To view and answer the question, click on
the blue link.
The Full Question page will display. Click
on the Answer button to bring up the text
box.
3 Type your answer in the text box.
You can also attach files and URLs.
Once you’re done, click Send Answer.
The answer will be sent to the patron’s
email address.
KNOWLEDGE BASE





The Knowledge Base (KB) is a database of questions and answers added by
member libraries.
Libraries can also contribute to (and use) the Global Knowledge Base, a resource
for reference support and discovery work, cooperatively built by all QuestionPoint
members.
As librarians, you will have access to two Knowledge Bases: the Library and
Information Science (LISQ) group and the Global Reference Network.
If the Edit KB permission has been granted by the institution administrator (the LIS
instructor), then students can update active KB records.
The LISQ group KB contains questions from all the library school accounts.
Updated: 10/1/16
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Searching the Knowledge Bases
Action
Result or Note
1
Log on to QuestionPoint.
Enter a keyword in the Search Global KB
box on the left-hand sidebar of the
My QuestionPoint homepage.
A list of records matching your keywords appears.
You can view any record in the list by clicking on
the link.
2
To search either or both KBs, select
Knowledge Base from the drop-down
menu in the upper-left corner of any
page.
The Basic Search page appears.
To search, enter your keyword(s) in the search
box. You can select the knowledge bases to search
by checking the checkboxes under the search box.
3
To search the KBs when you are
composing an email followup response
on the QuestionPoint Answer Question
page, click the Search KB button on the
right-hand side of the page.
The Basic Search page appears. You can enter your
search terms and select the KBs to search.
Answers can be sent directly to the patron or
copied into the box on the Answer Question page.
Contributing Q&As to the LISQ Group Knowledge Base
Action
Result or Note
1
Select Ask from the drop-down menu in
the upper-left corner of any page.
An Ask a Librarian questions list appears.
Various tabs are displayed across the top, and
links to question folders appear under them.
2
Click on the Answered folder link.
The Answered Questions page appears, listing
all answered questions from the last 90 days.
3
Select the question you want to
contribute and click the link.
A full view of the question appears.
4
From the Move To menu in the top
middle of the screen, select Knowledge
Base and click the arrow button.
The Add New Record page appears.
5
Make any desired changes to the text,
and click the Create Record button.
The QuestionPoint response varies. See the help
documentation for more details: http://oc.lc/KBadd
Updated: 10/1/16
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Updating Active records in the LISQ Group KB (if Edit KB permission has been granted)
Action
1
Go to the Knowledge Base module:
Result or Note
The Basic Search page appears.
Select Knowledge Base from the drop- down menu in
the upper-left corner of any page.
Or, click the Knowledge Base link in the "Quick Links"
section on the left-hand sidebar of the My QuestionPoint
homepage.
2
Click the Browse tab.
You can also set other
parameters if you want.
Select Active from the drop-down Folder menu and
uncheck the box for the QP Global Reference Network.
3
Click the Browse button.
The results list is displayed.
4
Click the blue record link to enter the record and click the
Update button.
For more information, see the help
documentation: http://oc.lc/KBedit
RETRIEVING PASSWORDS
Retrieving Forgotten Passwords from the Logon Screen
Click this link, type in your
User ID, and click Submit.
Updated: 10/1/16
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