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Collaboration for Success

Collaboration for Success. Susan McGlamery OCLC mcglames@oclc.org. Be there when they need you. Coverage around the clock Expand hours of service without adding staff Failsafe coverage Staffed by librarians like you 2 Cooperatives: Public and Academic. 24/7 Reference is:.

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Collaboration for Success

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  1. Collaboration for Success Susan McGlamery OCLC mcglames@oclc.org

  2. Be there when they need you • Coverage around the clock • Expand hours of service without adding staff • Failsafe coverage • Staffed by librarians like you • 2 Cooperatives: Public and Academic

  3. 24/7 Reference is: • Over 800 libraries in the U.S., Canada and England • Staffing cooperatively to provide service for all participating libraries, around the clock • Contract staff cover hours when no libraries are online

  4. Who Participates in 24/7? • Single library • Libraries within a region • Statewide Service: • CA, DE, IL, MD, MA, MT, NJ, NC, OR, WA, WI • Countrywide service • England

  5. How Do They Know?Answering on behalf of other libraries Library Policy Pages Scripted Messages Communication: Conference/Transfer IM Follow Up/ Referral

  6. Follow Up/ Referral For circulation questions Question can’t be answered by reference to library’s policy page You have not been able to find a complete answer while online and more work is needed on the question Send to patron’s library or to subject experts

  7. Referral networks • 24/7 Subject experts • Medical librarians • Art librarians • Business librarians • Genealogy librarians • Spanish-speaking librarians • Next: multilingual cooperatives Global Reference Network

  8. Quality control • Session Review • QC Staff • Training

  9. 24/7 Cooperative: Learn More • FAQs about the Cooperative http://questionpoint.org/community/TransitionTaskForce/FAQ_247.htm • 24/7 Policies and Procedures http://questionpoint.org/ordering/cooperative_guidelines_247rev3.htm

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