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Question lists

Symbols in question lists and Full Questions

Symbols that show the status of questions and chat transcripts

The following symbols are used in question lists and Full Questions to show the status of questions and chat transcripts.

New question symbol New: Questions or chat transcripts that need action by you or your library
Pending question symbol Pending: Questions or chat transcripts that need action by any of the following:
  • Patrons whom your library asked to clarify a question
  • A library or subject-matter expert to whom your library referred a question or transcript
Answered question symbol Answered: Questions or chat transcripts for which an answer has been sent to the patron
Closed question symbol Closed: Questions or chat transcripts that a librarian or patron has closed because work on them is complete

Symbols that identify referred questions and chat transcripts

The following symbols are used in question lists and Full Questions to identify referred questions and chat transcripts. If a question or transcript has none of these symbols, your library served its own patron without assistance.

  Question or transcript referred by your library; or chat request for your library’s patron picked up by another library
  Question or transcript referred to your library; or chat request for another library’s patron picked up by your library
  Question or transcript referred by your library to an e-mail partner (an outside source who does not have a QuestionPoint account)
  Reply received from an e-mail partner

Question list tabs

The question lists are located under two tabs in the Ask a Librarian module: Questions and My Questions.

Question list tabs

tab description to go to the lists
Questions Your library's questions:
  • All questions (including chat transcripts) that are assigned to you or other librarians at your library, or are unassigned.
Click the Questions tab in the Ask a Librarian module.

Or

Click a Question Lists link on the My QuestionPoint page.
My Questions Your questions:
  • All questions (including chat transcripts) that are assigned to you.
Click the My Questions tab in the Ask a Librarian module.

Or

Click a My Questions link on the My QuestionPoint page.

Question list menu links

Each tab has menu links. Each link leads to a question list.

questions tab Questions tab
my questions tab My Questions tab

Description of question lists

The following table describes the question lists:

question list statuses included description of question list
Active New
Pending
Answered
A combined list of all the questions (including chat transcripts) in the New, Pending, and Answered question lists
New New Questions that need action by you or your library, including:
  • Chat transcripts marked for follow-up
  • Questions submitted through your library's question form
Pending Pending Questions (including chat transcripts) that need action by someone outside your library:
  • A patron whom your library asked to clarify a question
    Or
  • A library or expert to whom your library referred a question for an answer
Referred New
Pending
Answered
A combined list of those questions (including chat transcripts) in the New, Pending, and Answered question lists that were referred for an answer by your library or to your library
Answered Answered Questions (including chat transcripts) for which an answer has been sent to the patron.
Closed Closed Questions (including chat transcripts) that a librarian or patron has closed because work on them is complete.
All New
Pending
Answered
Closed
A combined list of all the questions (including chat transcripts) in the New, Pending, Answered, and Closed question lists.
Shared Followup
(Questions tab only)
New Chat transcripts or questions, for any library in your Base Management Environment (BME), that are waiting for any librarian in your BME to claim for followup; this list is available only if your BME administrator turns on Shared Followup.

Sample question list

The sample Active Questions list below contains two web form questions and three chat transcripts.

  • One question (1669955) needs action by the library and one (1669792) has been answered.
  • Two transcripts have “Answered” status: 1669725 assisted another library’s patron; 1455476 is a practice session.
  • One transcript (1622222) is for a session for which another library served the patron and is following up.

Sample question list

Figure legend

1 New: Needs action by you or your library 6 Question ID or number: Each question or chat
transcript in QuestionPoint has a unique Question ID
2 Answered: Answer has been sent to the patron 7 Question submitted on a web form or added manually
by a librarian (not preceded by “Chat Transcript”)
3 Pending: Needs action by someone outside your
library
8 “Chat transcript:” appears if the patron used chat
“Qwidget:” appears if the patron used the Qwidget
4 Referred in to your library by another library in your
group.
9 Transcript of a practice chat session; patron used a
practice chat form and librarian monitored his or her
library’s practice queue
5 Referred out by your library to another library in your
group or to a subject-matter expert who has a
QuestionPoint account.
10 Drop-down list that lets you limit the questions and
transcripts listed to those that are unassigned or are
assigned to a particular librarian

 

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