QuestionPoint @Your LibraryQuestionPoint @Your Library

August, 2002

Diane Kresh, Library of Congress

International Federation of Libraries Association

August, 2002

Diane Kresh, Library of Congress

International Federation of Libraries Association

Global Reach, Local Touch

working on behalf of libraries

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.

LC’s role in QuestionPoint 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

Building the Network 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

MembersMembers

AcademicAcademicLibrariesLibraries

AcademicAcademicLibrariesLibraries

NationalNationalLibrariesLibrariesNationalNationalLibrariesLibrariesConsortiaConsortiaConsortiaConsortia

SpecialSpecialLibrariesLibrariesSpecialSpecial

LibrariesLibraries

PublicPublicLibrariesLibraries

PublicPublicLibrariesLibraries

PartnershipsPartnershipsPartnershipsPartnerships

Global CoverageGlobal Coverage

UnitedStates

China

Australia

Norway

Netherlands

Slovenia

Germany

ScotlandCanada

QuestionPoint FeaturesQuestionPoint 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

Global ModelGlobal Model

Local/RegionalModel

Local/RegionalModel

Library

ConsortiumA

LibraryLibrary

Local KB

Patron Accessvia

CustomizableWeb pages

Individual Library

ConsortiumB

Library

Library

Library Global Only Library

Global Only Library

Global Only Library

Global KB

Library

QuestionPoint ModelsQuestionPoint Models

The Global ProcessThe Global Process

RequestingRequestingLibraryLibrary

Patron

KnowledgeBase

KnowledgeBase

AnsweringAnsweringLibraryLibrary

Librarian

ILL, DocumentILL, Document DeliveryDelivery

REQUESTREQUESTMANAGERMANAGER

SEND QUESTION

RECEIVEQUESTION

NOTIFICATIONNOTIFICATION

EDITEDQ & A

GETANSWER

SENDANSWER

Member Profile Member

Profile

Member Profile

Traditional and Online Resources:

Catalogs, Web Resources, Print Resources,

Subject Specialists

Patron Access Through Library WebsitePatron Access Through Library Website

Or a librarian can submit a question…Or a librarian can submit a question…

Choices in Handling a QuestionChoices in Handling a Question

Escalate to the Global NetworkEscalate to the Global Network

Member ProfilingMember Profiling

Knowledge BaseKnowledge 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

The Global On-call LibrarianThe 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

QuestionPoint Governance 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

QuestionPoint Member BenefitsQuestionPoint 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

Pricing Model 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

Where do we go from here? Where do we go from here?

• Direct patron access

• Better workflows

• “Live” enhancements: VOIP, video, persistent button

• System integration

• Refine digital reference best practices

Emerging Standards and Best PracticesEmerging 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

• Language, literacy, and regional context

• Accessibility and infrastructure

• Cultural & political sensitivities

• Digital divide

• Intellectual property and service constraints

• Trade agreements

Global Expansion: IssuesGlobal Expansion: Issues

Questions?Questions?

www.QuestionPoint.org