QuestionPoint and the Library of CongressQuestionPoint and the Library of Congress

FEDLINK Fall OCLC Users Group Meeting

Linda J. WhitePublic Service Collections

Library of Congress

FEDLINK Fall OCLC Users Group Meeting

Linda J. WhitePublic Service Collections

Library of Congress

LC Goes DigitalLC Goes Digital

• 1990 - Internet connection established

• 1992 - First online exhibition

• 1993 - Library begins answering email inquiries

• 1993 - Internet access to Online Catalog

• 1994 - First Library of Congress Web Site

• 1995 - American Memory Digital Collections

• 1995 - THOMAS Legislative Web Site

• 2000 - America’s Library Website

• 2002 - Ask a Librarian Service

So, we have the E-content …

what comes next?

So, we have the E-content …

what comes next?

Point of NeedPoint of NeedLC web site hits

1995: 23,772,545

2001: 1,025,276,805

Online Queries

1995: 2,265

2001: 36,500

2002: + 45,000 (est.)

The Current ContextThe Current Context

• Exponential growth of resources: websites, electronic databases, print materials

• New audiences with new needs and expectations

• Appearance of “Ask A” services

• Mandate to go where users are

• New opportunities

Daniel GreensteinChronicle of Higher Education, 10/3/02

Daniel GreensteinChronicle of Higher Education, 10/3/02

“The real change is a cultural one and it’s deep. Users are telling us it’s all about access, and libraries are all about ownership, and this is a problem. Users are telling us that the place doesn’t matter.”

“The real change is a cultural one and it’s deep. Users are telling us it’s all about access, and libraries are all about ownership, and this is a problem. Users are telling us that the place doesn’t matter.”

While the Tools Have Changed…While the Tools Have Changed…

• Fundamental nature of librarianship has not changed

• New technology and tools enhance how we can deliver the information

• Skill set evolution is necessary to adapt to the new environment

The Challenge for Librarians…The Challenge for Librarians…

• Use traditional strength to build new programs

• Leverage the community of libraries and librarians worldwide

• Acquire new skills as needed

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

Why the Library of Congress?Why the Library of Congress?

• History of collaboration and networking

• Serve multiple audiences

• Standards development

• Innovation in new technology

• World’s largest repository

• Conveners of conferences on the state of librarianship

E-Reference at LCE-Reference at LC

• 1994 - Email support for Online Catalog (LOCIS)

• 1994 - Email support for Web site

• 1995 - Online Reference pilot begins

• 1998 - “Reference in a Digital Age” Conference

• 1998 - American Memory Help Desk

• 2000 - Launch of Collaborative Digital Reference Service (CDRS)

• 2001 - Online Chat Pilot

• 2002 - Ask a Librarian Web reference service

E-Reference via the Web E-Reference via the Web

Telephone

“Ask-A” Web forms

Surface Mailand Fax

“Live Chat”

Multiple Communications OptionsMultiple Communications Options

In Person

We wondered …

What if all of these communication tools

could be integrated and managed centrally…?

We wondered …

What if all of these communication tools

could be integrated and managed centrally…?

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

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

What is QuestionPoint?What is QuestionPoint?

• Flexible Software supporting both local and global online reference service

• Developed by Library of Congress and OCLC

• Local component: web-based question submission forms, live chat, and local knowledge-base of Q & A

• Global component: network of reference librarians world-wide, sharing of reference inquiries and “best-fit” routing, global knowledge-base of edited Q & A

MembersMembers

AcademicAcademicLibrariesLibraries

NationalNationalLibrariesLibraries ConsortiaConsortia

SpecialSpecialLibrariesLibraries

UnaffiliatedUnaffiliatedExpertsExperts

ASK-AASK-AServicesServices

PublicPublicLibrariesLibraries

PartnersPartners

Professional Professional Assn.Assn.

QuestionPoint

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 ProcessQuestionPoint Process

The Global Routing ProcessThe Global Routing Process

RequestingRequestingLibraryLibrary

Patron

KnowledgeBase

KnowledgeBase

AnsweringAnsweringLibraryLibrary

Librarian

ILL, DocumentILL, Document DeliveryDelivery

REQUESTREQUESTMANAGERMANAGER

SEND QUESTION

GET QUESTION

NOTIFICATIONNOTIFICATION

EDITEDQ & A

GETANSWER

SENDANSWER

Member Profile

Member Profile Member

Profile

Traditional and Online Resources:

Catalogs, Web Resources, Print Resources,

Subject Specialists

•Step One - Exclusionary Elements: Education Level Served

Weekly Quota Filled

Subject in Profile

•Step Two - Best Fit Matching:Subject 40%

Geographic Area 10%

Load Balancing 20%

Availability 20%

Format Expertise 10%

Routing in the Global Network

Customizable FormsCustomizable Forms

Librarian checks a questionLibrarian checks a question

Choices in handling a questionChoices in handling a question

Refer to partner in the local componentRefer to partner in the local component

Escalate to the Global NetworkEscalate to the Global Network

Routing Results

Global Knowledge BaseGlobal 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

• 2,100 + records edited since December

Searching the KnowledgebaseSearching the Knowledgebase

Sample Q & A Set

Member ProfilingMember Profiling

Administrative: Reports

What’s Next for QuestionPoint?What’s Next for QuestionPoint?

• 24/7 access

• Continue to create models for collaboration

• Internationalization

• voIP, video

• System integration

• Patron access

• Adoption of standards

www.questionpoint.org

Live Demonstration

www.loc.gov/rr/askalib