OCLC QuestionPoint: Delivering Virtual Reference

Course description

Are you new to the QuestionPoint service and wondering how this reference system works to help your patrons with their questions? This workshop is for you.

These two 2-hour online sessions will help you understand the features and functions of QuestionPoint and how to use them in your delivery of virtual reference. During the sessions, the instructor will demonstrate features like chat, e-mail reference, question status tracking, and the knowledge base.

What you will learn

At the conclusion of this workshop, you should be able to:

• Log on and customize personal and browser settings
• Navigate within the service
• Use the practice environment to strengthen your virtual reference skills
• Define personal scripts used during chat and e-mail reference
• Use Chat
• Use Co-browse during a chat session
• Track question status
• Search, add, and/or submit question-and-answer pairs to the local and/or global Knowledge Base
• Manage your reference questions

Course details

Duration: 4 Hours

Fee:

$60 Western Members

$140 Non members

Instructor: