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Transcripts & Statistics | Schedule
| Referrals | Updating
Profiles | Add Change or Remove Scripts
What is an Institution Administrator? Each participating library in NCknows is required to designate a local contact or Institution Administrator. This person is ultimately responsible for seeing that referral questions are answered and that the necessary profile updates are made. In addition, they have the option of customizing aspects of their service. They are also sometimes called Service Unit Profile Administrators or Library Administrators by OCLC. If you would like to change your library's Institution Administrator, please contact the project coordinator. How Do I know if I'm an Administrator? Administrators have 9 digit numerical account "names". One admin account is issued per participating library. Why are we using this page for procedure info and not the QP Administrator's Manual? Since NCknows uses OCLC QuestionPoint's technology but not all of their procedures, this page is designed to translate the technical information in the QuestionPoint Administrator's manual to how we apply it in NCknows. If I'm an Admin, what do I have to do? The only tasks you must do is (1) Be aware of a method for handling referred questions from your patrons to be answered by your library (2) Update profiles when necessary and (3) Join the Listserv. Transcripts:To review transcripts of sessions conducted with your library's patrons, 1. Log in to questionpoint.org
with your admin login. Statistics1. Log on as Admin. The total number of questions sent from your patrons that have been answered will be in the "Total number of chat sessions requested" line. Schedule:Schedules can be found here: http://www.247ref.org/ncschedule/libschedule.cfm Scheduling is done three times a year and corresponds to the Spring, Summer and Fall academic calendars. Substitutes for occasional shifts can be solicited from the NCknows list. Referrals:NCknows does not use the Questionpoint email system for referrals at this time. Transcripts are reviewed daily and sent to the default email referral address that was submitted with each library's application. If you want to change your email address, please contact the NCknows project manager. This means you can ignore Questionpoint's Active & New Calls list. There should be nothing in those lists that isn't referred to your referral email address except for calls that were incorrectly referred or impossible to follow up (no email address, no question, etc.) Once the question has been forwarded to your email address, it is considered "out" of NCknows' system and is the responsibility of your library. You are welcome to handle it according to your own standards and policies. Most libraries choose to have referral calls sent to a general reference email address. This ensures that calls will be handled in case of sickness or vacation. If you would like to check for referred calls from your patrons on your own, you can do so here. If you would like to use the internal Questionpoint email referral system, there is a manual for it here. Please let the project manager that you are using this system of referral. Updating Profiles:Profiles consist of important library websites, policies and other information that are automatically linked to the your patron's info when they ask a question. It is important that these profiles are accurate and up to date. Occasional calls to update the profile are issued on the listserv but you can update your profile at any time. 1. Log in to questionpoint.org
with your admin login. OR Send changes to project coordinator
and the changes will be made for you. Add Change or Remove ScriptsScripts are prewritten messages and URLs that librarians can use while helping your patrons. NCknows has institution-wide scripts that are added by the project manager but you are welcome to add scripts that can be used by librarians specifically helping your patrons. 1. Login to questionpoint.org Training / Creating Accounts:The State Library may offer centralized training periodically but there will probably always be a need to train other librarians remotely. To train a new librarian, please check the following: Questionpoint Training Online Class:
http://questionpoint.org/education/index.html Practice Exercises and Competencies Checklist:
http://ncknows.org/staff.htm#practice To create a new account:1. Log in to Questionpoint.org with an administrator
account QuestionPoint Adminstrator ManualGetting Started Administrator Manual: The Questionpoint manual explains how to do all the tasks that an adminstrator needs to do to before offering the Questionpoint system. Remember that the Questionpoint system relies on a different referral system that we do not use. NCknows does not use any of the Questionpoint email functionality. ListservAll library supervisors should monitor the NCknows listserv. Use this page to sign up yourself or other members of your library. Questions?Contact Project Coordinator at phil@philblank.net OCLC support staff:
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