> ______________________________________________
> From: Silvester, Stephanie
> Sent: 18 January 2010 17:30
> To: [log in to unmask]
> Subject: Do you use Questionpoint's Knowledge Base?
>
> Do you use Questionpoint's Knowledge Base?
>
> At Wolverhampton University, the Learning Centres use Questionpoint
> software to provide online chat from 10am to 10.30pm Mon- Thurs, 10am
> to 6pm Fridays, and 1.30-5.15pm Saturdays and Sundays.
>
> We are now deciding how we will use Questionpoint's 'Knowledge Base',
> where we have been storing some chats in order to make certain
> selected responses publicly available. It is the intention that the
> Knowledge Base will also function as an institutional memory
> (comprehensive archive of reference transactions ie QP, face-to-face,
> telephone and email).
>
> Feedback on how other institutions are using the KB would be very
> helpful. Please see below:
>
> Institution:........................
> Does your institution put information into the KB?
> If not, why not?
> How do you select information for the KB? (please include scope of KB)
> Who is responsible for selecting material for the KB-a single
> librarian/multiple librarians/every librarian who handles chat?
> Is the KB available publicly to students and staff, as well as
> Learning Centre/Library staff?
> If the answer is 'Yes' to previous question, how do you publicise and
> market the service?
> How do you make sure Learning Centre/Library staff use the KB when
> answering questions?
> How do you keep the KB up-to-date?
> How do you get feedback on the usefulness of the KB from Library
> staff?
> How do you get feedback on the usefulness of the KB from non-Library
> staff if applicable?
> Do you use the Global Knowledge Base in any way?
>
> Any responses to the above questions would be very much appreciated
> and I will gladly summarise for the list.
>
>
>
> Stephanie Silvester
> Resources Librarian
> Extended hours Virtual Reference Service
> University of Wolverhampton
> Room WL 105, Learning Resources Centre
> Walsall Campus
> Gorway Rd
> Walsall
> WS1 3BD
> Tel: 01902 323273
> Email: [log in to unmask]
>
>
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