OCLC Online Computer Library Center Question Point User

OCLC Online Computer Library Center Question. Point User Group Update ALA Annual 2007 June 25, 2007

OCLC Online Computer Library Center Service Enhancements Setting a foundation for growth and service evolution

OCLC Online Computer Library Center Recent Enhancements § “Live Data” Analysis and Service Management via “Ask Reports” § Ease of Use and Workflow § “In Progress” indicators in Question Lists § Change Patron Email § Descriptive Codes § Chat Monitoring Tool § Chat Monitor - Status Indicators and behind the scenes speed tuning § Cobrowse Configuration and Custom Development

OCLC Online Computer Library Center

OCLC Online Computer Library Center Setting a Foundation for Growth New Form Manager § Available with Coming Release § Single place to maintain all “Presence” settings and info § Local Question Form location, Open World. Cat settings, and Viewport location § Practice Form Configuration § Dynamic Form URLs § Enhanced SPAM Management Capabilities § Future § Mobile and Web Form/Email - Set Up, URLs, and Management § Branding and Skins § Field Selection and Easier Reporting Setup § Availability Checker § Personal data filtering/Privacy

OCLC Online Computer Library Center

OCLC Online Computer Library Center Setting a Foundation for Growth “Chat 2 (Preview)” Patron Interface § Available with “Preview” Release § Lightweight, Production Ready “Preview” Release § Simple to publicize – one URL, post anywhere § Optimized for Accessibility and Screen Access Technology § Testing conducted with JAWS 7. 10. 500/8. 0. 1177 with additional review being conducted using Window-Eyes 6. 1 § Introduces Patron Preferences – Chime, Fonts, Colors, Language § Linked URLs § Available across platforms (Operating System and Browsers) § Future § Optional integration of Page/Image Push and Co-browsing § Configurable Web Form items, brand, and defaults via Form Manager § Authentication and SPAM control options

§ Quick Keys to navigate easily between fields or simply “Tab” between fields § “Enter” Key submission § Concise, multilingual messaging & branding for easy scanning both visually or with a screen reader § Single screen becomes chat interface on submission, no pop-ups

§Lightweight display, removal of unnecessary items like graphics to focus on the content and speed §Easy to navigate page structure for screenreaders (transcript text, Compose “Form” section, “Send” & functionally named Links) §Text entry area is seen in “Form Mode” and Send is controlled by “Enter” key or “click” §“Quick Keys” §“Quick Links” to Preferences | Help | Exit Chat

§Updates text screens only when text is sent/received and default chime is played §“Newest Message” is a Heading allowing for quick navigation to newest text and display at bottom consistent with expectations based on IM experience §Web pages are sent as hot links that can be clicked and opened in a secondary window (also consistent with IM and screen reader experience)

§Concise messaging for quick scanning, selection, and “Save Settings” §Chime for New Messages §Font Size, Font Face, Color Scheme to address areas of preference as well as visual requirements based on color contrast, size, or font §Once set, preference persist through chat session and “exit” transcript/survey

§Once set, preference persist through chat session and “exit” transcript/survey

§Final transcript includes local branding §Preference settings persist §Link to Survey §Transcript with timestamps and Links §Ability to email transcript, if patron was “anonymous”

Development/Preview Interfaces on Mobile Devices

OCLC Online Computer Library Center Upcoming Enhancements Setting a Foundation for Growth “Offline” Reporting § Goals/Needs: § Provide powerful reporting and export capability for administrators from production data § Protect production service responsiveness § Deliver reporting to administrators in a reliable and timely fashion § Available with Upcoming Release § Product of approximately 9 months of development and work with the user community § “Offline” reporting system § Administrator defined reports § Saved Reports § Scheduled Reports § Downloadable. zip reports and exports

OCLC Online Computer Library Center

OCLC Online Computer Library Center Anticipated Upcoming Activities § Retirement of HTML-based Chat Monitor (end of 2007) § Universally Accessible Patron Interface § § Final Release of next generation patron chat interface (from Chat 2 Preview) § Updated Accessibility template Point of Need integration § Open Web, e. Learning, ILS/Portal Environments § Virtual reference services in Commercial IM § Worldcat. org Public/Local § Patron and Librarian Profiling § Opening the Global Network § Ease of Use, Workflow, and Stats/Reporting § Stand alone Librarian to Librarian IM

OCLC Online Computer Library Center University of Washington Worldcat Local & Ask Us integration

OCLC Online Computer Library Center Communications § Blog § http: //www. questionpoint. org § Documentation § Known Items § Recent & Upcoming Enhancements § List Serves & Cooperative Tools § Regional and Virtual Meetings/Webinars § Membership Surveys – analysis underway for the following: § Service Capabilities and Usage § Knowledge Base/Management