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The Information Challenge. Exponential growth of resources New researchers with new needs Multiple communication options New expectations and opportunities. Internet Resources: Located everywhere Growth doubles each year Digital only
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The Information Challenge • Exponential growth of resources • New researchers with new needs • Multiple communication options • New expectations and opportunities
Internet Resources: Located everywhere Growth doubles each year Digital only No single search engine covers the entire Internet Short-lived Information Resources and Tools
Information Resources and Tools Library Resources: • “Bricks and mortar” • Continued growth • Analog and digital • Standard indexing tools • Perpetual
The Challenge for Researchers To retrieve information that is: • Relevant • Accurate • Authoritative • Easy to locate
The Challenge for Libraries • Use traditional strengths to build new programs • Leverage the community of librarians and libraries worldwide • Redefine the role of librarians and libraries in the Internet age
Modeling the Solution • Provide seamless access to global resources • Collect knowledge for reference access • Complement access to information on the Internet • Demonstrate flexibility in creating solutions
Collaborative Digital Reference Service provides professional reference service to users anywhere anytime, through an international, digital network of libraries.
Process Definitions • End User: a person who asks a question • Member: an organization or a person participating in CDRS on behalf of an end user • Service Level Agreement (SLA): an agreement describing the scope of services • Request Manager (RM): software for managing Q&A receipt and assignment, SLA compliance and administrative tasks
Resource Databases Member Profiles • Member features and strengths • Member representative strengths Knowledge Base of Questions and Answers • Searchable by staff, later by end users • Confidentiality, privacy, intellectual property maintained
Members Libraries (public, academic, special) Consortia Museums “Ask-a” Expert Services
Three Pilot Phases: Phase 1 (February - March 2000) • 10 members • Test member profiles • 30 questions per week • Scheduled and scripted
Phase 2 (June 19 - Sept. 15) • Increase to 16 members • Use and test sample Request Manager software and routing decisions • Build/test revised Member profiles • Test new Web form • Develop Service Level Agreements • Determine training requirements • Determine costs
Phase 3 (Oct. 17- Jan. 31, 2001) • 40+ members • Scale up to full production to test volume and speed • Investigate portal technology • Determine Governing Body membership and roles • Service Level Agreements
Goals of the Pilots - Summary • Q&A process, including web form • Request Manager procedures for assigning, tracking, etc. • Determine scope and capacity of researcher requests • Response time • Interoperability • Best practices
Modeling the Solution • Maximum flexibility • System integration • Multiple partners • Reestablish libraries as epicenters of knowledge for their communities • Internet services implement customized community library portals
Community Portals Provide... • Dynamic content - events, news, weather, book reviews • Useful applications - reserve a book, chat with an author, browse the catalog • CDRS Gateway - enables patrons to submit questions during off-hours without diluting local library’s brand
Portals Benefits • Internet services recover investment through advertising and affiliation fees (e.g., Amazon.com) • CDRS “tags along” with portal for reduced fees or for free
Where to Next? One stop shopping for reference and research services, including: • Locating/verifying bibliographic citations • Interlibrary Loan • Document Delivery
International / Universal Issues • Language & literacy • Accessibility & infrastructure • Cultural & political sensitivities • Jurisdictional & service constraints • E-commerce & trade agreements
Beyond CDRS: an end-to-end user service model Delivery Process : ILL ; document delivery Catalogue Process : verify ; locate Reference Process : ask ; answer