Email configuration by hilen

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									QuestionPoint configuration for AskNow!
Instructions for configuring e-mail messages sent to patrons
November 2005

Note : At this stage none of these messages can be turned off and some of them have hard coded content which is a default. We have asked OCLC for options to improve this situation.

Summary
     Login to the required administrator account Select Admin Select Settings – check that the address for your email service is correct Select Custom Messages Select Edit for each of the 9 Custom Messages to check each message for appropriate text and context

Custom Messages 1. Custom Reply Text - to insert a standard closing in every QP e-mail message sent to
patrons, such as the one we currently use for AskNow! This could also be useful to add a link to our Exit Survey. Please use our service often| AskNow!| www.asknow.gov.au Help us improve our service, use our feedback form at - http://asknowdevel/public/survey.html

2. New Accounts….all new enquirers will get this after their first session
 Use radio button - Custom: Hello [XXXXX] Thank you for using AskNow! xxxx Library of xxxx  [Hard

has received your question.

http://questionpoint.org/crs/servlet/org.oclc.ask.PatronDirect?&language=1&email= Your logon password is: [Patron's password] [Question]: [Patron's question] ]

coded. Cannot be deleted]

radio button - Custom: Please do not use the above link or password. This option is not available when using the AskNow! chat reference service. Go to www.asknow.gov.au and ask a new question.

 Use

2 3. New Question. Email/form enquiries  Use radio button - Custom: Hello [XXXXX] Thank you for using AskNow! xxxx Library of xxxx has received your question.
 [Hard
http://questionpoint.org/crs/servlet/org.oclc.ask.PatronDirect?&language=1&email= Your logon password is: [Patron's password] [Question]: [Patron's question] ]

coded. Cannot be deleted]

 Use radio button - Custom: Please do not use the above link or password. This option is not available when using the AskNow! chat reference service. Go to www.asknow.gov.au and ask a new question.

4.

Answer. For email, not chat enquiries, unless a follow up has occurred

 Use

radio button - Custom: Hello [XXXXX] Thank you for using our AskNow! Australia wide chat reference service.
 [Hard
Question History: Patron: [Patron's question] Librarian: [Answer] ]

coded. Cannot be deleted]

To check the status or the history of your library question(s), go to: http://questionpoint.org/crs/servlet/org.oclc.ask.PatronDirect?&language=1&email=&qid=nnnnn

 Use radio button - Custom: Please do not use the above link or password. This option is not available when using the AskNow! chat reference service. Go to www.asknow.gov.au and ask a new question.

5. Clarification Request
used in AskNow!

- – send to a patron using a web enquiry form - not

6.

New Account from Chat - for a first time patron radio button - Custom: Hello [XXXXX] Thank you for using AskNow! The transcript of your chat session with the xxxx Library of xxxx has been sent to your e-mail address.
 Use  [Hard
http://questionpoint.org/crs/servlet/org.oclc.ask.PatronDirect?&email= Your logon password is: [Patron's password] ]

coded. Cannot be deleted]

 Use radio button - Custom: Please do not use the above link or password. This option is not available when using the AskNow! chat reference service. Go to www.asknow.gov.au and ask a new question.

3

Chat Transcript – accompanies transcripts to the patron  Use radio button - Custom: Hello [XXXXX] Thank you for using our AskNow! Australia wide chat reference service.

7.

 [Hard

[Patron's question] [Chat Transcript]

coded. Cannot be deleted]

To review your previous transcripts or questions, logon to: http://questionpoint.org/crs/servlet/org.oclc.home.BuildPage?&show=patron_authorize ]

 Use radio button - Custom: Please do not use the above link or password. This option is not available when using the AskNow! chat reference service. Go to www.asknow.gov.au and ask a new question.

8. Refer by Email – accompanies transcripts emailed outside of the QP service eg to
an AskNow Library email reference service. Use radio button - Custom: This question is being referred to you by [XXXXX] at AskNow! (XXXXX will be the screen name for the librarian who is handled the initial chat session)
 
Please send your response as a REPLY to this e-mail. Please do NOT change the subject line or respond from a different e-mail address. Message from [Librarian's Name]: [Message from Referral Form] [Question History]

[Hard coded. Cannot be deleted]

Use radio button - Custom: The instruction above will update the original enquiry within the QuestionPoint system. For the purposes of AskNow! chat reference you can forward your reply directly to the enquirer's email address, or complete their enquiry within your own local reference enquiry service as appropriate.


9. Acknowledgement Page – send to a patron using a web enquiry form - not used
in AskNow!


								
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