Ask Us 24/7 Tutorial

Lesson 5

Understanding Scripts & Using Scripts in Chat

Scripted Messages:
Scripted messages are designed to make communication easier during chat. Librarians can create personalized scripts for the messages they use most frequently. Scripts also help to promote consistency across the regional and national services. There are several types of scripts available for use with the QuestionPoint software:

• Personal scripts (called "My Scripts" when you login to QuestionPoint) are made by you, and should include common messages used with patrons to make communication easier.
• Institution scripts are created by your site supervisor, and personalized to your local library's needs.
• Shared scripts are created by the Ask Us 24/7 project manager, and specific to our regional library service.

When chatting with a patron, you will see these three types of scripts in the "My Library" box. Another box, called "Patron Library" lists the Institution Scripts and Shared Scripts created by that patron's library or regional service.

Watch This: Scripts and Pushing Pages

Please watch the six-minute Question Point tutorial, Using scripted messages and pushing web pages to patrons. This tutorial will help you understand how and why you would use scripts during chat.

Proceed to Next Page