Documentation
English Documentation
Whether you are a new user or a long-time QuestionPoint subscriber here is where you will find documentation describing the various features and modules of QuestionPoint.
General Information
Home module and My QuestionPoint page
(Online help, HTML)
2 March 2008
How to use the QuestionPoint Home module and the My QuestionPoint page
QuestionPoint overview
(Booklet, PDF):
Updated 01 Feb 2013
Description of key QuestionPoint concepts, features and tools
QuestionPoint Glossary
(Webpage, HTML)
31 Jan 2013
Description of terms used in the QuestionPoint application
Receive questions
(Booklet, HTML)
updated 18 November 2013
Description of various methods by which your library may receive questions.
Note: Screenshots on this page may not reflect the most recent UI updates.
Section 508 Accessibility Standards
(Booklet, PDF):
Updated 1 July 2012
Review of QuestionPoint's compliance with 508 Standards
Start up your QuestionPoint account
(Booklet, PDF):
Updated 23 Jan 2013
Get Started by setting up your QuestionPoint account
System Requirements
(Web page, HTML)
30 January 2013
System requirements for using QuestionPoint
What your library's patrons see
(Booklet, HTML)
Description of your patrons' Web-based reference service experience
Documentation for administrators
General Administration Information
Admin Setup Guide
(Booklet, PDF)
13 April 2009
Describes all of the activities and permissions of a QuestionPoint Account Administrator at both Institution (SUP) and Group (BME) levels
Administration module
(Online help, HTML)
01 Feb 2013
Administration Module Online Help Contents.
Feature Specific Guides
Let patrons search knowledge bases
(Procedure, HTML)
10 October 2006
How to add to your library's web site a search box or a link to a search page for knowledge bases
QuestionPoint knowledge base API instructions
(Procedure, HTML)
12 April 2010
Use these instructions to retrieve Question-and-Answer pairs and their accompanying metadata and deliver them in the manner most effective for your patrons' usage.
BME Admins: Create Chat forms for your Libraries
(Procedure, PPT)
01 January 2013
How to create OCLC hosted Chat forms for your Chat Queues
Link Question/Chat forms to FirstSearch
(Procedure, HTML)
10 Oct 2006
How to put links to your QuestionPoint forms in FirstSearch. (FirstSearch Admin autho required.)
Multiple Qwidgets on a webpage
(Guide, PDF)
28 feb 2013
Use these instructions if you want to place more than one Qwidget on a particular webpage.
Qwidget configuration
Qwidget Custom Color Skin Instructions
(Procedure, HTML)
24 August 2013
This guide contains instructions (with examples) on how to create a Qwidget in custom color scheme to better match your website.
Add your Qwidget to your Facebook page
(Procedure, HTML)
24 August 2013
This guide contains instructions on placing a Qwidget in a Facebook account
Embed your Qwidget using CMS
(Procedure, HTML)
24 August 2013
This guide contains instructions on placing a Qwidget in
- Blackboard
- Drupal
- Joomla
- Sharepoint
Multiple Qwidgets on a webpage
(Guide, PDF)
28 feb 2013
Use these instructions if you want to place more than one Qwidget on a particular webpage.
Chat Module
Online Help for Chat
(Booklet, PDF, 1.3MB)
28 January 2009
QuestionPoint online help topics on Chat
Guide to IE Browser setup for chat
(Booklet, PDF, 263kB)
12 Nov 2013
How to configure IE 7,8, and 9 for QuestionPoint Chat.
Flash chat
(Quick Reference, PDF, 109kb)
31 March 2015
Aid for using QuestionPoint Flash chat
IM and Transfer in Chat
(Booklet, PDF, 1.3MB)
28 January 2009
How to use chat to view a list of monitoring librarians, instant message (IM) with another monitoring librarian, and transfer an active session to another monitoring librarian
Ask Module
Online Help for Ask module
(Online help, HTML)
01 Feb 2013
Administration Module Online Help Contents.
Question follow-up and referral
(QuickReferenceGuide, PDF)
01 February 2013
How to follow-up on QuestionPoint questions and chat sessions with patrons
Reports Module and "Ask" transcript Reviews
Review Transcripts Help contents
(online Help, HTML)
30 January 2013
Links to Quick Reference guides and descriptions and illustrations of the features and procedures for treating questions in the Question lists in Ask.
Glossary for statistical reports
(Booklet, PDF, 448kB)
Updated 20 March 2013
Definitions and descriptions of QuestionPoint statistical reports and the fields in those reports
QuestionPoint Reports
(Quick Reference Guide, PDF, 52kB):
Updated 19 March 2013
Description of each report available in QuestionPoint and how to navigate to it
General Review of your Transcripts
(Quick Reference, PDF, 188kB)
Updated February 2012
Aid for on-demand transcript reviews online for all types of sessions (Webform/email, Add Question, Chat, Qwidget, texting).
Review Your Form Field Data
(Quick Reference, PDF, 200kB)
Updated February 2012
Aid for reviewing form field data from your intake forms
Review Your Transcripts Offline
(Quick Reference, PDF, 176kB)
Updated February 2012
Aid for how to formulate the offline delivery of a report containing full views of transcripts in the Ask a Librarian (Ask) module.
Profile Module - Policy Pages
Profile and Policy Page module
(online Help, HTML)
30 January 2013
How to prepare and maintain your library's QuestionPoint profile and Policy Pages
24/7 Reference Cooperative Policy Page Guidelines
(webpage, HTML)
30 January 2013
24/7 Reference policies regarding content necessary for Policy Pages
Knowledge Base
KB module online help
(Web page, HTML)
30 January 2013
View online Help for Local and Global Knowledge Bases
Let patrons search knowledge bases
(Procedure, HTML)
10 October 2006
How to add to your library's web site a search box or a link to a search page for knowledge bases
QuestionPoint knowledge base API instructions
(Procedure, HTML)
12 April 2010
Use these instructions to retrieve Question-and-Answer pairs and their accompanying metadata and deliver them in the manner most effective for your patrons' usage.