Request Answerland Training
Have staff that are new to Answerland or need a refresher? Fill out this form and the Answerland Coordinator will contact you to establish details. Questions? Contact
Number of staff needing training
More than 10
New to Answerland
New to QuestionPoint
Topics to cover
Introduction to Answerland: A brief overview of the service and its philosophy, structure, and guidelines (15 min)
Answerland for Liaisons: Account management, scheduling, and reports (2 hrs)
QuestionPoint Chat: An overview of the process from the beginning of a shift to end (1 hr)
Using Humanity: Clocking in & out and schedule management (15 min)
QuestionPoint Ask: Chat followup and question management (1 hr)
Best Practices in Chat, Part 1: The chat rubric in detail (1 hr)
Best Practices in Chat, Part 2: Situational tips, including crisis calls and pranks (1 hr)
Statewide Resources for Patrons: Using Libraries of Oregon and OSLIS (30 min)
Best days and times
Are staff able to travel for training?
Does your library have a training space that includes an instructor station (computer with projector and internet access) and student computers?
Questions or comments
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