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Support and Feedback
- Support Request and feedback form—Use this form to describe any issues you have encountered, share suggestions, feedback, or any other comments with the QuestionPoint support team.
QuestionPoint User Council. This committee fosters and maintains communication between the QuestionPoint membership and the QuestionPoint product team. The User Council also plans the user group meetings held at ALA Annual and ALA Midwinter. Learn more about the User Council, and how to submit your feedback
Setting up QuestionPoint for your group or library Administrator setup guide [PDF: 370K] This guide (first issued on February 21, 2006) helps 24/7 Reference Supervisors, Super-Supervisors, or Local Supervisors who are preparing to complete the migration to the QuestionPoint platform. It also helps anyone who manages QuestionPoint for a group or library that is starting to use the service.
Following up on chat sessions Chat followup and referral [451K PDF] This librarian guide (first issued on February 6, 2006) describes how to follow up on new QuestionPoint chat sessions with patrons.
Using QuestionPoint
New Users
Resources for those using QuestionPoint for the first time.
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Advanced Users
Learn about guidelines and standards, and benefit from other users.
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Chat Monitor
Tutorials available
Tutorials covering all the latest features of Flash Chat are available on the Training page.
Already a member?
System alerts
Access
Discussions
QuestionPoint at IFLA
ALA Midwinter panel:
Multilingual, Multinational, and Building a Reference Search Engine
Join David Lankes, Information Institute of Syracuse, and Paul Ulrich, Berlin Central & Regional Library, for discussion of two innovative approaches to improving reference service: building a better search engine using data from virtual reference sessions, and building a multilingual, multinational reference service. Click here to register
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QuestionPoint Community
Get involved! Go here to get ideas, join a listserv and participate in user forums.
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Learn more about QuestionPoint
Follow these links to OCLC’s main Web site to learn more about QuestionPoint and how to order it.
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QuestionPoint is a Web-based virtual reference service and set of administrative tools for libraries of all sizes. Added to your Web site, QuestionPoint gives your users access to quality online reference assistance at any time. Behind the scenes, its administrative functions help you manage all your reference transactions more effectively.
 QuestionPoint is a collaborative project of the Library of Congress and OCLC, two of the most trusted and innovative names in the industry. QuestionPoint is so successful because it’s built by librarians, for librarians.
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