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Referral of questions and transcripts

Overview

This overview of referral provides context for setup activities and decisions. The figure below shows all possible referral options; some of them require setup by the Subscription Group administrator and Institution administrators before they are available for librarians to use. Administrators work together to decide which ones to set up and what guidance to provide librarians about their use. 

Referral workflow

  1. In QuestionPoint, librarian goes to a question (or transcript that requires further follow-up) that he or she wants to refer to another library or a subject-matter expert for an answer.
  2. Librarian selects a referral option in the Refer To drop-down list and clicks arrow.
  3. QuestionPoint displays the request form for the referral option selected.
  4. Librarian selects a library or subject-matter expert to receive the request, provides any needed information in the form, and sends the referral request.
  5. For the library sending the referral, QuestionPoint changes the status of the record to Pending and moves it to the Pending Questions list and the Referred Questions list.

    For the library or expert receiving the referral, QuestionPoint changes the status
    of the record to New and places it in the New Questions list.
  6. The library or expert receives the request and sends the answer to the patron.
  7. QuestionPoint changes the status of the question to Answered and moves it to the Answered Questions list. 

Referral options in the Refer To drop-down list

The referral options that require setup appear in the drop-down list only after the setup is complete.

option description setup required?
Shared followup Places the question in the Shared Followup Questions list for any library in your Subscription Group (BME) to claim. Yes
E-mail partner Sends the request via e-mail to one of the librarian’s personal subject-matter experts.

All other referral options send the request to libraries or experts who have QuestionPoint accounts.
No
Subject matter expert Sends the request to one of the 24/7 Reference Cooperative’s subject-matter experts.

This option appears only for members of the 24/7 Reference Cooperative.
No
Partner (Subscription) Sends the request to a library or subject-matter expert in your Subscription Group. Yes
Partner (Cooperative) Sends the request to a library or subject-matter expert in your Cooperative Group.

A Cooperative Group includes some libraries that are not members of your Subscription Group; it may also include libraries that are members of your Subscription Group.

Cooperative Groups are separate from the 24/7 Reference Cooperative.
Yes

Partner (Subscription) referral: setup

Skip this section if your Subscription Group contains your library only.

If your Subscription Group contains two or more libraries, do the tasks below if you want to let the libraries in your group refer questions (or transcripts that require further follow-up) to selected libraries in the group. The selected libraries are called Referral Partners. If you do these tasks, the Partner (Subscription) referral option will be available to the libraries in your group.

If you are the Subscription Group administrator, discuss this referral option with the Institution administrators in your group. Let them know whether the group will use this option. If it will, some setup tasks are done by the Subscription Group administrator and some by the Institution administrators. The Subscription Group administrator also does the Institution administrator tasks for his or her own library.

If you want to include subject-matter experts in this referral option, contact your OCLC library services consultant.

Subscription Group administrator

Partner (Subscription) referral: If you are the Subscription Group administrator, review the current settings for each of these tasks and make changes as needed.

task feature location in system what to do tips/resource links
Activate the profiles submitted to you by libraries in your group  Activation setup Administration >
Subscription Group >
Settings > Activation
Setup
Select Automatic and click Save to approve each profile automatically when it is submitted.

If you want to be notified when a library submits a profile, type your address in the Activation E-mail
Address box and click Save.
Unless you have a particular reason
to review the profile, the other available methods are unnecessary.

Only the libraries whose profiles you
activate will be able to refer questions.

See Specify the profile approval method and required fields for your group.
Select the libraries to which the group may refer questions Referral Partners Administration >
Subscription Group >
Settings > Referral
Partners
If you want to make all libraries in the group available to receive
referred questions and transcripts, select All Institutions and click
Save.

If you want to make only some libraries in the group available to receive referred questions and chat follow-up:
  1. Select List of Institutions and click Save.
  2. In the Current Referral Partners drop-down list, remove any libraries that should not receive them. (Select a library and click Remove.)
  3. If a library that should receive them is not included in the Current Referral Partners dropdown list, select that library in the Add Institution drop-down list and click Add
A library must submit its profile to your group and you must activate the profile before you can select the library to receive referred questions.

See Let institutions in your group refer questions to other institutions in your group.

Institution administrator

Partner (Subscription) referral: If you are an Institution administrator, do this task. If you are the Subscription Group administrator, do this task for your own library.

task feature location in system what to do tips/resource links
Submit your library's profile to your group Profile Profile > Institution Services
  1. Click the Requirements button for your group to verify that no fields are required by your group.
  2. Click the Submit button for your group if you are an Institution administrator.

    Or, click the Activate button for your group if you are the Subscription Group administrator.
 

Partner (Cooperative) referral: setup

Set up the following features to form a voluntary Cooperative Group if you want to refer questions (or transcripts that require further follow-up) to selected libraries outside of your Subscription Group. If you form a Cooperative Group, the Partner (Cooperative) referral option will be available to the libraries who become members of the group.

For example, you may want to enable some or all of the libraries in your Subscription Group to refer questions to some or all of the libraries in other Subscription Groups. To do that, you would form a Cooperative Group and libraries would join. Then, libraries in your Subscription Group and libraries in the other Subscription Groups could refer questions among themselves. It is not necessary for all the libraries in each Subscription Group to join. One of your Subscription Group’s libraries that joined could receive a referred question and then refer it to a library that joined from another Subscription Group.

Before you set up these features, consult the administrators of the other Subscription Groups and libraries about decisions such as these:

  • Which type of Cooperative Group should be formed?
  • Who will form the Cooperative Group?
  • Who will join the Cooperative Group?

 Note: 

  • Cooperative Groups are separate from the 24/7 Reference Cooperative.
  • If you want to include subject-matter experts in the Cooperative Group, contact your OCLC library services consultant.
  • If you are a Subscription Group administrator with two or more libraries in your group, set up the Partner (Subscription) referral option before you make a Subscription Group public.

Comparison of the two types of Cooperative Groups

This table compares the two types of Cooperative Groups: Public Subscription Groups and Virtual Groups.

faqs about cooperative groups public subscription group virtual group
Who can form the group? Subscription Group administrator Subscription Group administrator

Institution administrator
Does the forming administrator control who joins? Yes Yes
How is the group formed? Make a Subscription Group public Create a Virtual Group
Where in QuestionPoint is the group formed? Administration > Cooperative Groups > My Cooperative Groups > Make Public Administration > Cooperative Groups > Create a Group
Who are the group's members? All libraries in the Subscription Group

Libraries who join the group online
Libraries who join the group online
Who needs an activated Global profile? Libraries who join the group online

Administrator who forms the group
Libraries who join the group online

Administrator who forms the group
Who can refer questions? All libraries in the Subscription Group with activated group profiles

Libraries who join the group online
Libraries who join the group online
Who can receive referred questions? Referral Partners in the Subscription Group

Libraries who join the group online
Libraries who join the group online
Does the group share a local KB? Yes No

Make a Subscription Group public: Subscription Group administrator OR Create a virtual group: Subscription Group administrator or Institution administrator

 Note: Set up the Partner (Subscription) referral option (see page 13) before you make a Subscription Group public if you are a Subscription Group administrator with two or more libraries in your group.

Partner (Cooperative) referral: Do the following to set up the Partner (Cooperative) referral option by forming a Cooperative Group. 

task feature location in system what to do tips/resource links
Form a Cooperative Group Make a Subscription Group public

Or

Create a Virtual Group
Administration >
Cooperative Groups >
My Cooperative
Groups > Make Public

Or

Administration >
Cooperative Groups >
Create a Group
Supply all the requested information and click Save. Recommended settings:
  • Viewing Status: Public
  • Use this Group for: Referral
  • Enrollment Status: Open
  • Activation Status: Active

See Virtual groups.

Notify prospective
members that they can join the group
    Do this outside the system. Provide the name of the group.  
Activate group members Activate group members Administration >
Cooperative Groups >
My Cooperative
Groups
  1. Click the Member button for the group.
  2. Check the box for each library you want to activate.
  3. Select Activate in the drop-down list.
  4. Click Update Status.
Activate and manage members of a virtual group or public subscription group

Join a group: Institution administrator

Partner (Cooperative) referral: Do the following to join a Public Subscription Group or a Virtual Group. The Subscription Group administrator does this if his or her own library is joining a group.

task feature location in system what to do tips/resource links
Join a Cooperative Group Join a Group Administration > Cooperative Groups > Join a Group Find the group and click Join this group. The administrator who forms the group should tell you when you may join and what the group's name is.

See Join a group.
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