Technical Tips/Updates

Have you ever wondered exactly what the AskAway session looks like from the patron side? Perhaps wondered what options are available for making the session more user-friendly or accessible? Check out the new How-it-Works tutorial for patrons with step-by-step help, key screenshots & "more" hover tips!

Thinking of going mobile?  Many libraries are developing mobile-friendly pages for users who browse library websites using mobile devices such as iPhones, Androids or Palms.

Did you know that if you have an AskAway Qwidget on your website,  you are already providing your students with a mobile-friendly interface to library help?  Find out more here: Qwidget Mobile Interface

Before the start of what is sure to be a busy fall term on AskAway, make sure your students can get the help they need, where they need it. Have a look at our new Visibility Best Practises for some pointers on optimal website placement and context.

Thanks to Noushin Naziripourn for her work researching and creating our Visibility Best Practises!

QuestionPoint has new typing indicators for both the patron and librarian. In the Librarian view the patron typing is indicated by the "...is typing" above the chat viewport as well as the (!) exclamation point indicator which can stack with the (+) new message indicator.

We've discovered that some patrons may be experiencing some technical issues which are not immediately evident to the service providers.  Librarian messages are constantly repeating in the patron's chat window/Qwidget.

I've created a tech trouble script for you to use when patrons log in to alert them that there may be issues:

A few of you have reported experiencing trouble with QP this past week. The issues seem to mostly be related to logging in and out, and suddenly being timed out of QP. These could be related to your browser settings or your MyQP timeout settings. Please let me know if you experience any issues with QP during your shifts so that I can gain an accurate picture of the issue before reporting to QP.

As a precaution, please do the following 2 things before your next AskAway shift:

1. Check your browser settings:

The server between UFV registration and the library's databases is being worked on. This is effecting off campus access to the library's databases for only SOME of our students.
A workaround this problem until our server is fixed is:
1. try logging in using your student number and the default date of birth password (YYMMDD).
2. change your password in MyUFV to force synchronization, and then wait a couple of hours for the system to update your account.

To ensure that your browser is operating at maximum efficiency to handle all those AskAway calls coming in, do the following in your browser:
If you are using FIrefox to staff AskAway, do this in Firefox:

1. In the Tools menu, choose Options.
2. Under Advanced, click on the Network tab and make sure that Offline Storage is set to 50 MB. (This is critical! Higher settings will affect the speed at which you see and are able to pick up new patrons coming in.)

If you are using Internet Explorer to staff AskAway, do this in IE:

OCLC System Alert
Posted: 5/27/2009 4:28:25 PM ET
QP Reports and Service History
Alert Status: Condition reported
Affected Services:
QuestionPoint
Description:
QuestionPoint "Reports" links and "Service History" links to the archived stats and transcripts are currently experiencing technical difficulties. In order to fix the problem as quickly as possible, we request that QuestionPoint users refrain from clicking on "Reports" or "Service History" until we send an "all clear" message, or until Thursday morning May 28.

QP is going to be down for 15 minutes at 6 PM tonight for an emergency install. If you are staffing AskAway at 6 PM, you need to end any sessions 2 minutes before 6, log out, and then log in again after 15 minutes.
I've created a script for you to use called Close - Emergency shut down:
"AskAway is undergoing an emergency software shut down at 6 PM. It should only last 15 minutes. Please exit chat and return at 6:15 PM, when we will be able to help you again. Apologies for any inconvenience!"
Let me know if you have any questions about this.
Cheers,