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Resolution and Description Codes

Page history last edited by PBworks 11 years, 11 months ago
Ask a UC Librarian use of QuestionPoint Resolution and Description Codes:
 
Resolution Codes:
QuestionPoint software requires that a Resolution code be assigned to each chat session.
Ask a UC Librarian will follow the QuestionPoint Best Practices Guidelines (http://www.questionpoint.org/policies/bestpractices.pdf) in assigning Resolution Codes:
           

Answered: no additional information is needed by patron.
 
Follow Up by Patron Library: In most cases, use this code anytime Follow Up is needed.
 
Follow Up by Me: Only use this code if you (the chatting librarian) have information at hand which will thoroughly answer the question. When you use this code, you are responsible for the follow up. Be sure and either send the follow up through QuestionPoint, or add a note that follow up has been done.
 
Lost Call: If the patron never responds and does not have an email address. Do not use Lost Call if the patron left an email address; instead, use Follow Up by Patron Library

Note: The Resolution code Practice should be used when monitoring the active queue if the chat session has been initiated to test the connection or to practice chat protocol with another librarian.

 
Description Codes:
Unlike Resolution codes, Description codes are optional in completing a QuestionPoint session.   Libraries can choose whether to use Description codes, which ones to use and how to use them.
 
 Ask a UC Librarian service providers will assign one or two (no more) description codes to each chat transaction they complete. The Description code options are:
 
Access – use for questions involving access to electronic resources, questions regarding the library catalog, circulation and directional issues.
            (QuestionPoint codes: Access, Catalog, Circulation, Directional)
           
Reference – use for questions which involve assisting the caller with locating subject information
            (QuestionPoint codes: Instructional, Ready Reference, Reference, Research)
 
Other – use for all other possible descriptions
            (QuestionPoint codes: Geneology, Homework, Inappropriate, Law, Medical, etc)
 
QuestionPoint cannot customize their base list of codes, so each librarian will need to remember (or keep a cheat sheet) with the three UC chat approved codes.
 
Note: Although Test is a valid Description code, use the Resolution code Practice instead.
 
 
Rev.1/30/08 eba
 
[original MS Word document - Resolution+and+Description+code+use.doc]

 

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