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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