QuestionPoint

I finally tackled QuestionPoint yesterday! I kept telling myself just to get it over with, but I am a champion procrastinator. I finally had to set an alarm on my cell phone and use a giant magic marker on my calendar so I wouldn't miss the final session!

1) What do you think about the QuestionPoint software?

I thought it was fine! Honestly, it didn't make a huge impression on me either way - except for the slight panic I had before ever really using it. I didn't think any of the features were really enough to recommend it over a simpler chat interface, especially if not using the co-browse function. I feel like I can't really make a thorough assessment of the software from only using it for a short period of time. I think this is the kind of software that probably justifies its complicated nature and somewhat clunky interface through repeated and in-depth use, so it's hard to criticize that after such a brief acquaintance.

2) Did you feel that the training was sufficient?

Once I actually was doing the exercise, I felt that the training was definitely sufficient because I had no problems. However, as I've stated before, I had some mild panic about this exercise that the training didn't really assuage. Then again, I have tendencies to only want the barest minimum of instructions when it comes to technology and then I will just figure out the rest as it comes.

3) Compare your reactions to offering chat reference with QuestionPoint to your reactions using I.M. Do you have a preference? What are the advantages and disadvantages of each?

I didn't think there was a terribly large difference between using the two formats. For each, I was asked a relatively easy "ready reference" style question. I'm very comfortable multi-tasking on the computer and having lots of tabs open, so I wasn't too stressed either time. The IM exercise probably went a little smoother because my partner and I chatted a bit before actually starting the exercise. It felt more casual, so I was more relaxed. The QP interface looks so official that was somewhat worried that I would miss something or make an error. However, I think I might prefer a higher level of control if providing chat-style reference regularly. One thing I really disliked about Question Point was the full-screen notice that a patron had arrived. Very annoying and interrupted my typing. It also could have been better about alerting me when my patron had responded. For the exercise, I used g-chat, which makes the little noise when new messages are received and also flashes in the tab.

4) In general, what did you learn about offering reference services using QuestionPoint?

Even though I didn't have any problems using QP, I think it was really important that I looked around the QuestionPoint site and software and read through all the training documentation before I logged in for the assignment. I noted above that I generally just like to figure out software as I go, but I think for providing reference work that isn't the best idea. A patron is depending on you for a quick, correct answer. You need to worry about providing the best references quickly and not have to fumble around with technical difficulties.