Ask-WA: Frequently Asked Questions

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Get started using QuestionPoint in just six easy steps!

Some QuestionPoint setup cannot be completed properly until a different step has already been accomplished; the following actions are recommended for completion in the order they are listed.

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  1. Fill out the policy page for your library.

    • Log in to QuestionPoint and go to "Profile -- Institution Services -- Policies."
    • Follow the guidelines listed on the QuestionPoint wiki.
    • Change the status (at top) to VISIBLE and then hit SUBMIT.
    • You will receive an email from OCLC staff once your policy page has been approved, or if any changes are necessary. Once your policy page is approved, move to #2.
  2. Create accounts for your librarians.

    • Log in to QuestionPoint and go to "Admin -- Institution -- Acounts."
    • "Librarian's Name" field should be accurate; please use real name.
    • "Librarian's E-mail Address" should be filled in with their work email address.
    • "Screen Name" may be an alias, but should include a realistic name and accurate location, e.g. "Andre @ Seattle Public Library". See QuestionPoint 24/7 Policies for more info.
    • Profile: Provide your librarian with no, view, or edit access to your institution's "Profile" section, which includes your policy page.
    • Ask A Librarian: "Librarian" can answer and refer questions; "Administrator" can also assign questions to institution librarians.
    • Knowledge Bases: Leave this setting at "View." If you want to add/edit the KBs, speak to the cooperative administrator.
    • Type: Affects which queues the librarian has access to when answering chat questions. Change this to "Global" to allow your librarians to answer questions in the 24/7 Cooperative. You may also select / deselect individual queues using the access boxes below this dropdown. "Global" will not be an option until your policy page has been approved (see step #1 above).
    • Click the SUBMIT button to finish creating the account. The librarian will receive a welcome email with their initial password, which they will have to change on first login.
  3. Set up your Email Form (optional)

    • Log in to QuestionPoint and go to "Admin -- Institution -- Forms -- Forms Manager."
    • In "Choose Languages," pick the default language for your form, e.g. English.
    • In "Choose Form Fields," select the fields you would like to include in your email form. You may create custom fields using the "Add Custom Field" button as well. For help, see the QuestionPoint Email Setup Steps online help.
    • In "Create Question Form" you can define the look and feel of your form, select and order the fields you want to use, and view and publish the email form when it is finished. See QuestionPoint help for more detailed instructions.
  4. Set up your other "Forms" options

    • Also under "Admin -- Institution -- Forms" are the options to set up your Viewport URL, to include a question link on WorldCat, and to set up a spam filter.
    • Viewport URL: Use an existing web page, or set up a custom web page, to act as the viewport on your chat intake form. The viewport appears to the left of the chat "form" and is meant to provide helpful information for your users about the service. Here is an example of a chat form with customized viewport.
    • Question Form: Use this to add a link to your question form for users who see your library listed in the WorldCat catalog. You may link directly to an intake form (email or chat), or to a more general "ask us" entry page.
    • Spam Filter: If you are having spam problems with bots (automated advertising, etc), then you should turn one or both spam filter options on. Captcha makes the user input the characters found in an image. Validate Referrer URL makes sure the user came from an appropriate page on your website to get to your form; for this option, make sure you enter the URLs of any of your web pages that link directly to your form.
  5. Set up your Chat Form (if you want one)

    • Log in to QuestionPoint and go to "Admin -- Institution -- Forms -- Forms Manager -- Chat Settings and URLs."
    • Define Chat Look and Feel: Allows you to select an image for your chat form.
    • Chat Closed Page: Ignore this, since we're 24/7 and therefore chat is never closed.
    • Publish Chat Form Look and Feel: Publishing your forms will provide you with URLs for two chat forms. The first is the ADA-compliant form. The second is not ADA-compliant, but includes your viewport and has a co-browse check.
    • What about chat form fields? All libraries in the cooperative use the same form fields as determined by the cooperative administrator. Currently these fields include: name, email, question, and an option to ask anonymously.
  6. Join the "Washington State QuestionPoint" Virtual Group

    • Before you can join the Washington coop group, you need to activate your profile in the QP Global Reference Network. You may do this in QuestionPoint under "Profile -- Institution Services." View the QuestionPoint help file to find out what information you need to provide to join the Global network.
    • Your profile will be reviewed and you will be notified when you are activated in the QP Global Reference Network group.
    • Once you are active in the Global network, you will see a new tab in the "Admin" module labelled "Virtual Groups." Click on the tab, select "My Virtual Groups, and select "Join a Group."
    • A search for "Washington" will display the "Washington State QuestionPoint" group on top of the list of results. Select the "Join this group" link to join the virtual group.
    • Once you are activated as a member of this group, you will see a new referral option for your questions, which will allow you to refer questions to (and have questions referred from) other libraries cooperating in Washington State.
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