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<body lang="EN-US" link="#0563C1" vlink="#954F72">
<div class="WordSection1">
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">FYI.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L@OCLCLISTS.ORG]
<b>On Behalf Of </b>Haney,Tom<br>
<b>Sent:</b> Tuesday, November 6, 2018 2:10 PM<br>
<b>To:</b> QUESTIONPOINT-L@OCLCLISTS.ORG<br>
<b>Subject:</b> Re: [QUESTIONPOINT-L] QP technical issues<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:black">Hello, <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"> <o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">We apologize for the issues with QuestionPoint over the past few days. OCLC has identified solutions for the interruptions of your chat conversations in QuestionPoint. Since yesterday, we have increased the QuestionPoint hardware
capacity by 50%. The team is making additional changes to the new hardware tonight. There will be a brief period of downtime at 1:00 am Eastern Time on 7 November, as part of this process.<o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black"> <o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">Thank you for helping us as we continue to investigate this issue. If you encounter any problems with QuestionPoint, please send an email to<span class="apple-converted-space"> </span></span><span class="MsoHyperlink"><a href="mailto:support@oclc.org">support@oclc.org</a></span><span style="color:black">,
with:<o:p></o:p></span></p>
<ul style="margin-top:0in;caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px" type="disc">
<li class="MsoNormal" style="color:black;line-height:11.55pt;mso-list:l1 level1 lfo3">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">A description of what you were doing when the problem occurred<o:p></o:p></span></li><li class="MsoNormal" style="color:black;line-height:11.55pt;mso-list:l1 level1 lfo3">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">The time of the occurrence<o:p></o:p></span></li><li class="MsoNormal" style="color:black;line-height:11.55pt;mso-list:l1 level1 lfo3">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Screen shots, if possible<o:p></o:p></span></li><li class="MsoNormal" style="color:black;line-height:11.55pt;mso-list:l1 level1 lfo3">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">The “Host” from the URL:<o:p></o:p></span></li></ul>
<p class="MsoListParagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;line-height:11.55pt;caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black"> <o:p></o:p></span></p>
<p class="MsoListParagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt;line-height:11.55pt;caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black"><img border="0" width="624" height="73" id="Picture_x0020_3" src="cid:image003.png@01D47671.ECE1F3C0" alt="cid:image002.png@01D475F1.73832650"><o:p></o:p></span></p>
<ul style="margin-top:0in;caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px" type="disc">
<li class="MsoNormal" style="color:black;line-height:11.55pt;mso-list:l2 level1 lfo6">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Your library name and OCLC number<o:p></o:p></span></li><li class="MsoNormal" style="color:black;margin-bottom:8.0pt;line-height:11.55pt;mso-list:l2 level1 lfo6">
<span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Your librarian login ID for QuestionPoint<o:p></o:p></span></li></ul>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">We are also planning to install software changes before the end of the week. If you do encounter a pop-up message indicating that your session has timed out, you can close the tab and relaunch the chat monitor. The existing patrons
will still be there.<o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black"> <o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">I am sorry for any of your librarians or patrons that were interrupted and thank you for the information you have provided to help solve the problem.<o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">Tom<o:p></o:p></span></p>
<p class="MsoNormal" style="caret-color: rgb(0, 0, 0);font-variant-caps: normal;orphans: auto;text-align:start;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="color:black">-- <o:p></o:p></span></p>
<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" style="margin-left:-5.4pt;border-collapse:collapse;caret-color: rgb(0, 0, 0);orphans: auto;widows: auto;-webkit-text-size-adjust: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
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<td width="354" valign="top" style="width:265.45pt;padding:0in 5.4pt 0in 5.4pt">
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#273038">Tom Haney</span><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038">OCLC</span></b><span class="apple-converted-space"><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038"> </span></span><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038">·
Sr. Product Manager, End User Services</span><o:p></o:p></p>
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<td width="354" valign="bottom" style="width:265.45pt;padding:0in 5.4pt 0in 5.4pt">
<p class="MsoNormal"><a href="mailto:haneyt@oclc.org"><span style="font-size:9.0pt;font-family:"Arial",sans-serif">haneyt@oclc.org</span></a><o:p></o:p></p>
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<td width="354" valign="bottom" style="width:265.45pt;padding:0in 5.4pt 0in 5.4pt">
<p class="MsoNormal"><b><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038">T</span></b><span class="apple-converted-space"><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038"> </span></span><span style="font-size:9.0pt;font-family:"Arial",sans-serif;color:#273038">+1-614-764-6078</span><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="color:black">From: </span></b><span style="color:black">For discussion of the QuestionPoint service <<a href="mailto:QUESTIONPOINT-L@OCLCLISTS.ORG">QUESTIONPOINT-L@OCLCLISTS.ORG</a>> on behalf of "Burling, Nono" <<a href="mailto:nono.burling@SOS.WA.GOV">nono.burling@SOS.WA.GOV</a>><br>
<b>Reply-To: </b>"Burling, Nono" <<a href="mailto:nono.burling@SOS.WA.GOV">nono.burling@SOS.WA.GOV</a>><br>
<b>Date: </b>Tuesday, November 6, 2018 at 3:14 PM<br>
<b>To: </b>QUESTIONPOINT-L <<a href="mailto:QUESTIONPOINT-L@oclclists.org">QUESTIONPOINT-L@oclclists.org</a>><br>
<b>Subject: </b>Re: [QUESTIONPOINT-L] QP technical issues<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">That’s an interesting question. It would be nice if QP could provide us with guidelines and maybe some messaging that we can share with our patrons.
</span><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> For discussion of the QuestionPoint service [<a href="mailto:QUESTIONPOINT-L@OCLCLISTS.ORG">mailto:QUESTIONPOINT-L@OCLCLISTS.ORG</a>]
<b>On Behalf Of </b>Walaskay, Alice A<br>
<b>Sent:</b> Tuesday, November 06, 2018 11:49 AM<br>
<b>To:</b> <a href="mailto:QUESTIONPOINT-L@OCLCLISTS.ORG">QUESTIONPOINT-L@OCLCLISTS.ORG</a><br>
<b>Subject:</b> [QUESTIONPOINT-L] QP technical issues</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">Hi folks, this message came from one of our Managers and it raises a good question. If we cannot find out a time when the issue will be resolved, should we take
down our qwidgets? Other ideas? </span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">Thanks -- Ann</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">RHN Michigan Virtual Reference Collaborative</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">Ann Walaskay, Faculty Librarian</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">Orchard Ridge Campus King Library</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">Oakland Community College</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A">248-522-3528</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#44546A"><a href="mailto:aawalask@oaklandcc.edu"><span lang="EN" style="color:blue">aawalask@oaklandcc.edu</span></a></span><o:p></o:p></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Sent:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Tuesday, November 06, 2018 2:18 PM<br>
<b>To:</b> <a href="mailto:virtual_reference@mcls.org">virtual_reference@mcls.org</a><br>
<b>Subject:</b> [Virtual_reference] QP technical issues</span><o:p></o:p></p>
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<p><span style="font-family:"Calibri",sans-serif;color:black">Hello All,</span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black"> </span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">It is looking like it is not possible at this time to staff QP. It is continuously booting our chat librarians off of the system. Does anyone have an idea of how we want to deal with this? Should
we hide the widget and say Chat is down? I'm not sure.</span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black"> </span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Thanks,</span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Chuck Page</span><o:p></o:p></p>
<p><span style="font-family:"Calibri",sans-serif;color:black">Lansing Community College</span><o:p></o:p></p>
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