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OCLC Support

Setup checklist for chat, followup, and referral

This checklist is a reference point for the setup tasks for chat, follow-up, and referral that are described in this guide. The checklist helps you track your progress as you use this guide to decide which setup tasks to do, confirm those you have already done, and complete those that remain. If your group contains two or more libraries, the person who manages QuestionPoint for the group and those who manage it for each library should work together to plan and coordinate the setup tasks.

Administrator collaboration in a group containing two or more libraries

Institution administrator

  task note
  Permit your Subscription Group administrator to help with setup A

Chat and followup: setup

Subscription Group administrator

  task note
  Turn on shared followup A
  Create chat forms for your Queues  
  Create scripts for use by all libraries in your group  

Institution administrator

  task note
  Create any needed librarian accounts B
  Confirm that librarians are trained and ready B
  Confirm that librarians' workstations are set up B
  Verify that your library’s network does not conflict with chat B
  Verify or edit your policy page and make it viewable B
  Submit your policy page if you are a member of the Cooperative  B
  Create scripts for use by your library B
  Remind librarians to create scripts for their personal use B
  Verify or configure your library’s chat form B
  Set your library’s Viewport URL B
  Verify important profile information B
  Turn on e-mail notices of new questions or followup B
  Customize system-generated e-mail messages sent to patrons B
  Turn on capture of patron replies to system e-mail messages B
  Turn on patron survey form B
  Display links in to your library’s reference service B
  Exclude transcripts of chat sessions with other libraries' patrons B

Partner (Subscription) referral: setup

Subscription Group administrator

  task note
  Activate the profiles submitted to you by libraries in your group A
  Select the libraries to which the group may refer questions  A

Institution administrator

  task note
  Submit your library’s profile to your group A, B

Partner (Cooperative) referral: setup

Make a Subscription Group public: Subscription Group administrator
Create a Virtual Group: Subscription Group administrator or Institution administrator

  task note
  Form a Cooperative Group  
  Notify prospective members that they can join the group   
  Activate group members  

Join a group: Institution administrator

  task note
  Join a Cooperative Group B


A. Applies only to Subscription Groups with two or more libraries.
B. Subscription Group administrator also does this for his or her own library.


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