April 2002

Diane Nester Kresh

QuestionPoint: Making It Work For You

The Knowledge Challenge

The Knowledge Challenge•Exponential growth of resources

•New researchers with new needs and expectations

•New opportunities

•Going where the users are

Telephone

Ask-A Web forms

Surface Mail/Fax Walk-in Patrons

Chat

Multiple Communications Options

Multiple Communications Options

•Fundamental nature of librarianship has not changed

•New technology tools to enhance delivery of information

•Skill set evolution is necessary to adapt to new environment

While The Tools Have Changed, The Work Has Not

While The Tools Have Changed, The Work Has Not

The Challenge for Librarians

The Challenge for Librarians•Use traditional strengths to build new programs

•Leverage the community of librarians and libraries worldwide

•Acquire new skills

•Redefine the role of librarians and libraries in the Internet age

QuestionPoint is a Web-based LC-OCLC co-branded service that:

QuestionPoint is a Web-based LC-OCLC co-branded service that:• enables Internet user to ask questions

of his/her local library• allows local library to escalate

unanswered questions to other libraries within its cooperative

• allows reference librarian to submit a question to global network

• Local/Regional Interface

• Profile Database

• Global Reference NetworkRouting ManagerAccess to hundreds of institutions

• Knowledge Base

• Administrative Interface

• Usage Statistics and Reports

• Patron Question Form (Templates)

QuestionPoint ComponentsQuestionPoint Components

AcademicAcademicLibrariesLibraries

NationalNationalLibrariesLibraries ConsortiaConsortia

SpecialSpecialLibrariesLibraries

UnaffiliatedUnaffiliatedExpertsExperts

ASK-AASK-AServicesServices

PublicPublicLibrariesLibraries

PartnersPartners

Professional Professional Assn.Assn.

MembersMembers

QuestionPoint

QuestionPoint Advisory Board

QuestionPoint Advisory Board•LC and OCLC co-chair•QuestionPoint members on board

represent variety of library types •Committees to address:

LegalMembershipImplementationBest practices

QuestionPoint Terminology

QuestionPoint Terminology•Patron: person who asks a question

•Institution: L2L

•Service Level Agreement: describes the scope of a member’s services

•Local Network: Consortia + tools

•Global Reference Network: formerly CDRS

HowDoes ItWork?

HowDoes ItWork?

Inst 1

Patron

Library web page

Ref Lib Ref Lib Local KBLocal KBPatronChat

window

LibrarianChat

window LibrarianChat

Monitor

Web sites& databases

Call othersLook up

In references Own knowledge

Real Time Local InteractionReal Time Local Interaction

Consortium

Inst 1

example

Library web page

Ref LibRef Lib/editor

Inst 2

Ref Lib

Inst 3

Ref Lib Ref LibRef Lib/editor

Ref Lib/editor

Patronemail

Local KBLocal KB

Patron

Offline Local InteractionOffline Local Interaction

Web sites& databases

Call othersLook up

In references Own knowledge

Global

Local/RegionalConsortium

A

LibraryLibrary

Library

Local KB

Patronaccess

viainstitution web pages

Individual Library

ConsortiumB

Library

Library

LibraryGlobal Only

Library

Global Only Library

Global Only Library

Global KB

Library

QuestionPoint Process

QuestionPoint Process

Member ProfilingMember Profiling

Best FitBest Fit•Step One - Exclusionary Elements:

Education Level Served

Weekly Quota Filled

•Step Two - Best Fit Matching:Subject 30%

Geographic Area 20%

Load Balancing 20%

Availability 20%

Format Expertise 10%

Sample Q & A SetSample Q & A Set

Knowledge BaseKnowledge Base•Editorial Board•Guidelines:

Copyediting, link checkingAdd subjects and keywords for enhanced

searchingRemoval of patron Identify need for later review

•Volunteer editors from membership• 2,100 + records edited since December

QuestionPoint Member Benefits

QuestionPoint Member Benefits•Extend traditional reference services

•24x7 service•Access to virtual collections•Access to subject/language specialists worldwide•Web-based (no software)

•Reporting and tracking tools

•Forge collaborative partnerships with other libraries and librarians

•Develop digital reference best practices

Before You Sign Up…Before You Sign Up…•Consider staff buy-in

• Daily workflow

• Reference service policies

• Identify patron needsPatron access to reference librarians?

Questions submitted after hours?

•Think about being a part of subject or type-based group/consortium

•Language, literacy, and context

•Accessibility and infrastructure

•Cultural & political sensitivities

•Digital divide

•Intellectual property and service constraints

•Trade agreements

Global Expansion: IssuesGlobal Expansion: Issues

What’s Next?

What’s Next?

Timeline Timeline •Where we’ve been . . .

LC pilot & start up (98-00)

LC-OCLC initial partnership (01)

• Where we’re going . . . LC-OCLC phase 2 partnership

Version 1.0 Beta (March-May 02)

Version 1.0 release (June 02) NISO Standards Committee AZ (ongoing)

Pricing Model Pricing Model •Annual subscription model

Unlimited use Packages = global only or local + global

•Based on “profiles”A profile = a sector on the global networkReference “consortia” can be created by

associating profiles •Begins at ~$2,000 per year per profile

Discounts for contribution and consortia

QuestionPoint Futures . . QuestionPoint Futures . . •Standards-based communication

Interoperability among reference networks and between local services/global network

•Automated routing at the local level•Off-hours and supplemental coverage•Batch import of local KBs (recon)•Public access to global network

http://www.loc.gov/cdrs/

http://www.oclc.org/strategy/reference/cdrs/