Calendars home:

Online Manual HomeLibrary Info  |  Reference  |  Tech Support  |  Service Guidelines  |  Schedule  |  Staff  |  Project Mgt |  Login

Librarian's Online Manual

 

What fixes 95% of all QP problems?  Checking/Correcting your browser settings


News and Announcements
 6/24/08 The 2008 Summer Schedule starts today! A link the reduced schedule is here.
 
 2/1/08 The QandANJ YouTube contest is announced! The contest website is http://www.qandanj.org/contest.
Copies of the contest flyer are available in PDF or JPG.

 
 1/2/07 Web File Sharing recommendation changed to Senduit.com (used to be JumboFile.com). Instructions for sending files via Senduit can be found here.
 
 9/11/07 New MTV commercial banner ads, and link code to embed commercial on your website are available here:
 
 4/25/07 Susan McGlamery's presentation, "What's New, What's Fresh, What's Keeping us Energized for the next Five Years," from the 2007 NJLA conference is posted here.
 
 3/15/07 Resources for Class Visits for Friday, March 16 are located on the Reference page and the QandANJ Class Notes Blog

 

 1/2/07 Do you have a customer who wants your to send them articles or documents, but does not want to give out their email address? Click here for instructions on how to send email to a disposable email account using Tempinbox.

 

 11/07/06

Resources for Class Visits for the weeks of November 6th - November 17th are located on the Reference page.

 

 10/30/06

Resources for Class Visits for the week of October 30th - November 3rd are located on the Reference page.

 

 10/13/06 Click here for a short (really) survey on health-related questions on QandANJ.  Your feedback will help us with a short article for the next NJLA newsletter--We're done! Thanks for your feedback!

 

 9/5/06 New file upload procedures using JumboFile.com or Up-File.com. Click here to go to that page.

 

 9/5/06 Fall schedule begins Tuesday, September 5, 2006. Click here for the full staffing schedule.

 

 6/22/06 Three system-wide scripted messages have been added: "Math Help", "NJ Info Questions", and "NJ Info Referrals".  The last two are for use when customers connect from the State of NJ web site.  Click here for their full text.

 6/13/06 Summer Schedule begins Monday, June 19, 2006.  Click here for the reduced summer staffing schedule.  Please note that QandANJ participation in the QuestionPoint Coverage Cooperative is unchanged during the summer.

 6/1/06 CHANGE IN PROCEDURES effective today:  All librarians staffing Monday - Thursday 9 AM to 3 PM should also monitor the QuestionPoint Coverage Cooperative queue:  24/7 Reference: Public/Academic Cooperative.
  • Click here for more information on queue selection.
  • Click here for more information on handling Coverage Cooperative calls.
 5/24/06 The Coverage Cooperative page is complete.  Please familiarize yourself  with its contents by June 1, 2006.   Click here to go to the page.

 5/18/06 QandANJ will begin staffing the QuestionPoint Coverage Cooperative on June 1, 2006.

Please register for one of the scheduled webinars on the Cooperative conducted by its manager.  This is a great opportunity to get answers to your questions about the Cooperative and what's involved in covering for other QuestionPoint libraries and collaborative VR services.

Click here for the link to register.

 4/25/06 REMINDER:  Please do not monitor the "24/7 Reference: Public Cooperative queue" until further notice.  Click here for queue and call selection guidelines.

 4/21/06 Libraries may now replace their library web site's "generic" link to QandANJ with a library specific URL.  Click here for more information.

 4/14/06 The Librarian's Online Manual is now fully revised for QuestionPoint Flash Chat.  Please use this homepage instead of the Migration homepage.

 4/13/06 The Troubleshooting page has been updated, including the addition of a Preventive Maintenance section.

 4/13/06 A new Practice and Training page has been added to the Online Manual.

 4/4/06 Click here for new procedures for framebuster web sites.

 4/3/06 Click here for new procedures for file sharing using HyperUpload

 3/22/06 Experiencing problems with Flash Chat?  Check out these troubleshooting tips first.  Contact Beth if help cannot be found from the list.  Phone 856-346-1222 or email cackowski@sjrlc.org.

You may also use this special support request form monitored by QuestionPoint staff: https://www3.oclc.org/app/questionpoint/support/  (Please fill out the form to the best of your ability.)  Your QuestionPoint Institution ID is listed here.

Participating Libraries Information

Participating Libraries at a glance (phone, homepage, web catalog, online resources, email...)
Participating Library and Project Contacts

Technical Support
 

What fixes 95% of all QP problems?
Checking/Correcting your browser settings

Support Options in Project Staff's Absence
Troubleshooting and Preventive Maintenance Tips
Practice and Training information - everything you need to staff QandANJ

Competencies Checklist - includes software and service tips
QuestionPoint Logins

Windows Tips
Frame-busting and Other Problem Web Sites

QuestionPoint Migration Homepage - NOTE: The information on this sub-site is no longer being updated.

System Overview (Flash Chat

Configuring your computer - see also Workstation Requirements
Flash Chat Software user guide - see also two-page update
Online Tutorials
Transcripts and the Ask interface (PDF) - CLICK HERE for more information on question lists

File Sharing

File sharing/storage service:

Senduit.com - Recommendation
 

How to use Senduit.com to share files

Tips for saving files from subscription databases:

EbscoHost, Electric Library, ProQuest Direct, Reference USA, Newslibrary, and Wilson Databases

Disposable Email accounts

What if your QandANJ customer does not want to give you their email address, but you would like to send them articles or other documents?

Tempinbox.com

How to send articles or documents to a disposable email address (scroll down to "How to use Temporary Email Account")

Internet Tools

ARIN WHOIS database search: IP Address Lookup - lookup company/organization associated with an IP address, including mailing address/location
PopupTest: Do you have a pop-up blocker turned on that you don't know about?  Use this site to test for pop-up blockers - click on Multi-PopUp test link
Ping and Trace Route tools provided by www.figi.org - check for server and Internet connectivity problems

PCWorld.com and CNET.com - recommended source for free software downloads, product reviews, and articles.

Bandwidth Speed

Flash Chat requires a high bandwidth connection. High bandwidth connections are usually considered data rates of at least 200 Kbps or 300 Kbps and higher.

Use these web sites to test your actual bandwidth:
http://reviews.cnet.com/7004-7254_7-0.html
http://help.sbcglobal.net/dsl/speedtest/

Phone and email support for technical problems

Beth Cackowski, Project Coordinator: 
   9 am - 5 pm EST, Mon - Fri:  856-346-1222
   email: cackowski@sjrlc.org

If you experience any problems using Flash Chat, please use this special support request form, monitored by QuestionPoint staff:

https://www3.oclc.org/app/questionpoint/support/

Please fill out the form to the best of your ability.  Your QuestionPoint Institution ID is listed here.

QuestionPoint/OCLC Support:

1-800-848-5800
Available 7 AM - 9 PM EST, Mon - Fri ; Sat 8 AM - 8 PM EST

   support web site: http://www.questionpoint.org/support/index.html

   online support form email: support@oclc.org

Support Options in Project Staff's Absence 

QandANJ Service Guidelines

Quick Service Tips:  How do I... (referrals, followup, hand-offs, open questions...)

Question Queue Selection

Competencies Checklist - includes software and service tips

QuestionPoint Coverage Cooperative

Reference Session Evaluation Checklist

The 7 Habits of Highly Effective Virtual Librarians

Decision Tree for Complex Questions or Time-consuming Research

Scripted Messages and Resolution Codes

Class Notes Blog - for repetitive class assignment questions 

 

Interpersonal Communication

Dealing with Difficult or Distressed Customers - NEWLY REVISED! QandANJ's policies for handling rude or inappropriate customers or those in need of emergency assistance (PDF)
Facilitators in Chat Reference - building rapport, compensating for lack of nonverbal cues, other recommendations (PDF)
Encounters with Rude/Impatient Users (PDF)
More tips, from the University Florida (PDF)

QandANJ.org is open:  

  • 24/7

  • QandANJ.org libraries staff the desk:  M - Th 9 a.m. - 11 p.m., Fri 9 a.m. - 5 p.m., and Sat 10 a.m. - 12 p.m.  The QuestionPoint Cooperative and backup service provides coverage overnight and weekends.

QandANJ.org is closed on the following holidays:
Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year's Day.

Schedule

Q and A NJ Calendars (hosted by WebEvent) - go here for Virtual Reference Desk Schedule and to add and fill shift substitute requests - see below FAQ
Schedule Calendar FAQ
How to add and fill sub requests using WebEvent
Static Virtual Reference Desk Schedule  (contains Summer Schedule)

Ready Reference 

Union Catalogs:

JerseyClicks - metasearch the Statewide databases and the New Jersey State Union Catalog--NJ public library card barcode is required
JerseyClicks Search Help
JerseyCat - the New Jersey State Union Cataloggeneric patron login--no password, just click GO button 
NJULS - the New Jersey Union List of Serials 

 Referrals:

If you are unable to answer the question, you may refer the call to one of the New Jersey Supplemental Reference Services (i.e., New Jersey Statewide Reference Center, Newark Public Library, and New Jersey State Library).

Click here for step-by-step instructions. (PDF)

Click here for more information on the New Jersey Supplemental Reference Services.

Subject Indexes and Portals:

Ready Reference Links from Camden County Library
Virtual Reference Shelf by the Library of Congress
Geniusfind - categorizes topic-specific search engines and databases
Links to Frequently Asked Questions from DeskRef

RUSA/MARS Best Free Reference Web Sites of 2005  (Click here for previous years.)
NIH Health Information "portal"
HealthyNJ - by UMDNJ for local and general info

Legal Resources links via the NJ State Library
Research Guides
Obituaries: NJ Statewide Reference Center VRD - search on keyword 'obituaries'

Web Searching/Search Engines:

Search Engine Show Down:  The User's Guide to Web Searching

Small Business Resources:

U.S. Small Business Administration
NJ Small Business Development Centers network
State of New Jersey Business web site
SCORE, Counselors to America's Small Business
County services, e.g. Ocean County Clerk's Office "Starting a Business in Ocean County" web site and Ocean County Library's Small Business Information page
U.S Department of Labor
Local.Google.com - An aggregrate lookup service from Google: Local Businesses and Services on the Web (beta)

 Magazine Articles:

High Wire Press - Sciences
MagPortal.com
Find Articles

Web Resources for School-age Children: Gale's Discovering Collection - for password see Web Addresses drop-down list in your Librarian's Browser.  Click here for screen shot.
         Kid's Tools for Searching the Internet
         Yahooligans
         Librarian's Index to the Internet
         Fact Monster from Information Please
         About.com
         Internet Public Library  -see TeenSpace and KidSpace links on homepage
         Searchasaurus (primary school) and Student Research Center (secondary school) on EBSCO

Homework Help Guides:

The Internet Public Library TeenSpace Homework Help Subject Areas B.J. Pinchbeck's Homework Helper
Multnomah County Library's Homework Center  - see Social Issues section for help with those opposing viewpoints assignments

Research Basics:

Fact Monster Homework Center's How to Write a Research Paper 
LibrarySpot's Writing a Paper
The Internet Public Library A+ Research and Writing for high school and college students
Citation Style for Research Papers (from Long Island University) - covers APA, MLA, AMA, Turabian, Chicago

Dictionaries:

NetLingo.com - Chat Acronyms and Internet terms 
Urban Dictionary - Slang Dictionary

LiveRef Web Space:

The LiveRef web space at groups.yahoo.com can be used to suggest web resources to your Q and A NJ colleagues.  Click here for instructions.

Virtual Reference:

Bernie Sloan’s Digital Reference Pages - includes Digital Reference Question Logs, actual questions and their ANSWERS that have been asked at digital reference sites
List of Collaborative Live Reference Services (compiled by Bernie Sloan)
Registry of Real-Time Digital Reference Services - listed by type and other resources
The Teaching Librarian's Digital Reference links
DIGITAL REFERENCE SERVICES listserv on Yahoo Groups - high volume and highly recommended

Old links: class links through 2/02; questions that are "in the news" through 1/02

Staff and Project Access

Participating Library and Project Contacts
Yahoo IDs
Discussion Group (listserv) Information
Librarian Login URL: http://www.questionpoint.org

Phone and Email Support

Beth Cackowski, Project Coordinator: 
   9 am - 5 pm EST, Mon - Fri:  856-346-1222
   email: cackowski@sjrlc.org

Support Options in Project Staff's Absence 

Project Management

Project Managers' Meetings

Library Project Manager Tools

Customer Comments

Marketing Resources and Ideas

QandANJ Project Description FAQ web site

Blank schedule form

Librarian Feedback Form

Librarian Testimonial Form - for Project Description FAQ web site

Tutor.com Live Homework Help closure notice


Art Work
 

QandANJ YouTube contest flyer are available in PDF or JPG.
QandANJ.org Banners and Print Advertisements - Print ads can be printed out as flyers and posters
QandANJ.org Flyer (PDF) - to print best quality (including correct colors), choose "Print as image" print option in Adobe Acrobat Reader.

Order QandANJ.org t-shirts and other promotional merchandise at CafePress.com.

 

 

Beth Cackowski, Q and A NJ project coordinator: cackowski@sjrlc.org
Phone: 856-346-1222
Fax: 856-346-2839