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Recall questions

Recall group question

To recall a question referred by your library to a library in your group:

  1. Go to the Full Question.
  2. Click Recall. QuestionPoint displays the Update Question page.
  3. (Optional) Type your reason for recalling the question in the box provided.
  4. Click Recall Question.

QuestionPoint:

  • Returns you to the last question list that you viewed
  • Changes the status of the question to "new"
  • Removes the question from the other library's question lists
  • Sends an e-mail notice to the other library

Recall Global Network question

You can recall a question that your library referred to the Global Network if you no longer need an answer.

Overview

When you recall a question from the Global Network:

  • You confirm that the Global Network has not yet provided an answer
  • You update the question's routing information
  • You send a message to the library that received the question from the Global Network
  • You take action on the question

Recall a question from the Global Network

  1. Go to the Full Question and look at the Question History:
    • If a library in the Global Network has already answered the question, stop. This procedure does not apply.
    • If the question has not been answered, go to step 2.
  2. Click Update Routing Information. QuestionPoint displays the Update Global Question Routing Information page.
  3. Uncheck the Patron box in the Send Reply To field, if it is checked.
  4. Check the Requestor box in the Send Reply To field, if it is not checked.
  5. Type a note in the Comments box. In the note, state that you are recalling the question, give your reason for recalling it, and ask the library to send an empty answer.
    Example: We are recalling this question that we referred to the Global Network because we no longer need an answer. Please go to the question and send an empty answer with no text in it. If you do this, the Global Network will send the question back to us and will not refer it to another library. We unchecked the Patron box so the patron will not receive the answer.
  6. Select and copy the note that you typed so you can paste it in step 9.
  7. Click Update. QuestionPoint updates the information, sends a notice of your changes to the library that received the question, and displays the Full Question.
  8. Click Send Message. QuestionPoint displays the Librarian Message page.
  9. Paste into the Message box the note that you copied in step 6.
  10. (Optional) Type any other information that you want to include in the message.
  11. Click Send Message. QuestionPoint adds your message in the question history, sends the message to the library that received the question, and displays the Full Question page.
  12. Do both of the following:
    • After a library sends an empty answer, return to the question and close it.
    • To send an answer to the patron, add a new question manually to replace the recalled question and use the new question to send the answer to the patron.

Recall expert question

You can recall a question referred by your library to a subject-matter expert if you no longer want the expert to provide an answer.

To recall a question from an expert:

  1. Go to the Full Question.
  2. Click Recall from E-mail. QuestionPoint displays the Update Question page.
  3. (Optional) Type your reason for recalling the question in the box provided.
  4. Click Recall Question.

QuestionPoint:

  • Changes the status of the question to "new."
  • Redisplays the Full Question.
  • Sends a message to the expert.

 

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