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QuestionPoint @Your Library

Global Reach, Local Touch. QuestionPoint @Your Library. August, 2002 Diane Kresh, Library of Congress International Federation of Libraries Association. working on behalf of libraries.

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QuestionPoint @Your Library

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  1. Global Reach, Local Touch QuestionPoint @Your Library August, 2002 Diane Kresh, Library of Congress International Federation of Libraries Association working on behalf of libraries

  2. QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web-based network of libraries.

  3. LC’s role in QuestionPoint • Serve multiple audiences • National and international collections • Leader in cataloging and standards development • Innovator in new technology • Convener of conferences on the state of librarianship • Creator of prototype CDRS

  4. Building the Network • CDRS pilot: June 2000 – June 2002 • Early adopters defined requirements • Partnership with OCLC • Membership: 16 to 260 libraries of all types in two years • Demands for more complex functionality came with growth • Achieved proof of concept

  5. Members Consortia National Libraries Academic Libraries Public Libraries Partnerships Special Libraries

  6. Global Coverage Canada Scotland Norway UnitedStates Netherlands China Slovenia Germany Australia

  7. QuestionPoint Features • Two-tiered network local/consortial and global • Live Chat capability • Automatic routing to the global network via best fit routing • Knowledge base of edited Q & A • Web based systemno additional hardware or software • PC/Mac compatible

  8. Patron Access via Customizable Web pages Library Local/Regional Model Library Library Consortium A Local KB Individual Library Global KB Global Model Global Only Library Library Consortium B Library Global Only Library Library Library Global Only Library QuestionPoint Models

  9. Member Profile The Global Process Member Profile Member Profile SEND QUESTION RECEIVEQUESTION REQUEST MANAGER Requesting Library Patron Answering Library Librarian NOTIFICATION NOTIFICATION SEND ANSWER GET ANSWER EDITED Q & A Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists Knowledge Base ILL, Document Delivery

  10. Patron Access Through Library Website Or a librarian can submit a question…

  11. Choices in Handling a Question

  12. Escalate to the Global Network

  13. Member Profiling

  14. Knowledge Base • Editorial Board • Guidelines: • Copy editing, link checking • Add subjects and keywords for enhanced searching • Protect confidentiality • Flag need for later review • Volunteer editors from membership • 3,500 + records

  15. The Global On-call Librarian • LC Global Network Administrators • Troubleshooting and system monitoring • Manual routing and assignment • Future: • Member libraries rotate responsibilities • 24/7 chat coverage

  16. QuestionPoint Governance • LC and OCLC chair Advisory Board • Members represent all library types • Meet twice annually • Sub-Committees address areas of: • Legal • Membership • Implementation • Best practices

  17. QuestionPoint Member Benefits • Total reference solution: local, global access + tracking tools • Extend traditional reference services - 24x7 service - Access to subject/language specialists worldwide - Web-based (no software, no hardware) - Customizable • Work with peers in new ways • Raise the visibility of libraries

  18. Pricing Model • Based on “profiles” • A profile = a sector on the global network • Reference “consortia” can be created by associating profiles • Discounts for contribution and consortia • Annual subscription model • Unlimited use • Packages = global only or local + global

  19. Where do we go from here? • Direct patron access • Better workflows • “Live” enhancements: VOIP, video, persistent button • System integration • Refine digital reference best practices

  20. Emerging Standards and Best Practices • NISO AZ Committee http://www.niso.org/news/NISOinitiatives.html • Protocol, e.g. question interchange • Q & A metadata • Quality Standards for E-Reference (McClure/Lankes study) • Guidelines for: • Archiving Q & A • Answering questions, i.e. sourcing • Question negotiation

  21. Global Expansion: Issues • Language, literacy, and regional context • Accessibility and infrastructure • Cultural & political sensitivities • Digital divide • Intellectual property and service constraints • Trade agreements

  22. Questions? www.QuestionPoint.org

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