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Refer questions

Refer to a library in a group

  1. Go to the Full Question.
  2. In the Refer To drop-down list, select one of the following options:
    • Select Partner (Virtual Groups) or Partner (Cooperative) if you want to consider libraries that are members of any of your virtual groups, including your subscription group
    • Select Partner (Subscription) if "Partner (Virtual Groups)" or "Partner (Cooperative)" is not available or you want to consider only libraries that are members of your subscription group
    • Stop. If neither of the options above is available, you cannot refer a question to a library in a group.
  3. Click the arrow for the drop-down list. QuestionPoint displays a Refer Question to Partner page.
  4. (Optional) To view all information about the question:
    • Scroll to the bottom of the page to view it in the same window.
      Or
    • Click Full Question View to view it in a separate window. Resize and position the window as needed.
  5. (Optional) View information about a group, if a Group drop-down list is available in the Show Only Partners with Expertise In area:
    1. Select a group in the Group drop-down list.
    2. Click the Information (i) icon.
    3. View the information in the separate window that appears.
    4. Click Close Window.
  6. (Optional) Limit the libraries that you consider:
    1. Select one or both of the following options in the Show Only Partners with Expertise In area:
      • a Subject Area and a Subject Broad Class in those drop-down lists if you want to limit the libraries by subject expertise
      • Select a Group in that drop-down list (if available) if you want to limit the libraries to a particular group
    2. Click the down arrow above the drop-down lists.
  7. (Optional) View information about a library:
    1. Select a library in the Select Partner drop-down list.
    2. Click the Information (i) icon.
    3. View the information in the separate window that appears.
    4. Click Close Window.
  8. In the Select Partner drop-down list, select the library to which you want to refer the question.
    (If you did step 6 and cannot find a library to select, repeat step 6 with All selected in each list.)
  9. (Optional) Provide additional information about the question in the Reason for Referral box.
  10. Click Refer.

QuestionPoint:

  • Adds information about the referral to the Question History
  • Changes the question's status to "pending" (Status: Pending)
  • Changes the question's status to "referred out to group"(Status: Referred out)
  • Places the question in your library's Active, Pending, and Referred Questions lists
  • Assigns the question to you if it was unassigned
  • Sends an email notice to the other library's email notification address

Notes

The Partner (Virtual Groups) or Partner (Cooperative) option is available in step 2 if all of the following are true:

  • Your library's profile is active in the Global Network.
  • Your library joined a virtual group online.
  • The group administrator activated your library's membership in the group.
  • The group administrator activated the group.

The Partner (Subscription) option is available in step 2 if all of the following are true:

  • Your library participates in a subscription group.
  • Your library's profile is active in the group.
  • The group administrator lets group members refer questions to each other.

Refer to the Global Network

When you refer a question to the Global Network:

  • You provide information (called "routing information") about the question. QuestionPoint uses it to search the profiles of libraries in the Global Network to find the libraries most qualified to answer the question.
  • You specify who receives the e-mail message when the answering library sends the answer: the patron only, the patron and the requestor (your library), or the requestor only.
  • You choose from a list of libraries the one that receives the question.
    Or
    You let QuestionPoint choose the library automatically.

Refer a question to the Global Network for an answer

  1. Go to the Full Question.
  2. In the Refer To drop-down list, select Global Network.
  3. Click the arrow next to the drop-down list. QuestionPoint displays the Send Question to Global Network page.

Steps on the Send Question to Global Network page

  1. (Optional) You can click either of the following buttons at any time if necessary:
    • Click Reset to begin again to provide information about the question.
    • Click Cancel to cancel your request and return to the Full Question.
  2. Click Full Question View to view all information about the question in a separate window. Resize and position the window as needed.
  3. Provide global routing information that describes the question.
  4. Click one of the following buttons:

Steps after you click the Choose a Library button

If you click Choose a Library, QuestionPoint displays the Best Match Results page.

Do one of the following:

Steps after you click the Automatic button

If you click Automatic, QuestionPoint does one of the following:

  • Sends the question to a library. If it does, see When QuestionPoint sends your request.
    Or
  • Displays the Best Match Results page if no libraries matched the information in your request.

If QuestionPoint displays the Best Match Results page, do one of the following:

When QuestionPoint sends your request

When it sends the question to a library or to the on-call librarian, QuestionPoint:

  • Returns you to the last question list that you viewed. The list may or may not contain the question that you referred to the Global Network.
  • Changes the status of the question to "pending" (Status: Pending)
  • Changes the status of the question to "referred out to Global" (Status: GlobalStatus: Referred out)
  • Referred to global networkReferred by us
  • Places the question in your library's Pending, Referred, and Active question lists

Refer to an expert

You can refer a question by email to a subject-matter expert who does not have a QuestionPoint account, such as a teacher, faculty member, or someone who works for a community agency.

To refer a question to an expert:

  1. Go to the Full Question.
  2. In the Refer To drop-down list, select E-mail Partner and click the arrow next to the list.  QuestionPoint displays the Refer to E-mail Partner page.
  3. Provide the expert's email address in the To box:
    • Select the expert in the Select E-mail drop-down list and click the arrow next to the list.
      Or
    • Type or paste the address in the To box.
  4. Do one or more of the following to prepare your message:
    • Include text.
    • Include scripts.
  5. Click E-mail.

QuestionPoint:

  • Redisplays the Full Question
  • Adds information about the referral to the Question History
  • Changes its status to "pending" (Status:Pending)
  • Changes its status to "e-mailed out" (Status:Emailed out)
  • Sends an e-mail message to the expert.

Notes

Expert's reply. The expert's reply to your message is captured in QuestionPoint. Then you edit the reply as needed and send it to the patron.

One expert at a time. You can refer a question to only one expert at a time. You must recall the question from one expert before you refer it to another.

Your list of experts. To add, change, or remove the experts shown in the Select E-mail drop-down list on the Refer to E-mail Partner page, go to the My Address Book page (Ask > Settings > My Addresses).

Other information in message to expert. The e-mail message sent to the expert includes your message and the other information shown on the Refer to E-mail Partner page:

  • Subject line
  • Beginning of message
  • Reply instructions
  • Question history
  • End of message

Contact your institution administrator to suggest changes to the other information. The administrator can change the beginning and end of the message (Administration > Settings > Custom Messages > Edit Refer by E-mail).

No attachments. You cannot include attachments with your message to the expert. You must send any attachments outside of QuestionPoint.

 

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