the information challenge
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
The Information Challenge
The Information Challenge
• Exponential growth of resources
• New researchers with new needs
• Multiple communication options
• New expectations and opportunities
• Exponential growth of resources
• New researchers with new needs
• Multiple communication options
• New expectations and opportunities
Information Resources and Tools
Information Resources and Tools
Internet Resources:• Located everywhere
• Growth doubles each year
• Digital only
• No single search engine covers the entire Internet
• Short-lived
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
Library Resources:• “Bricks and mortar”
• Continued growth
• Analog and digital
• Standard indexing tools
• Perpetual
The Challenge for Researchers
The Challenge for Researchers
To retrieve information that is:
Relevant
Accurate
Authoritative
Easy to locate
To retrieve information that is:
Relevant
Accurate
Authoritative
Easy to locate
The Challenge for Libraries
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
• 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
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
• 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.
Collaborative Digital Reference Service provides professional reference service to users anywhere anytime, through an international, digital network of libraries.
How Does it Work?How Does it Work?
Process DefinitionsProcess
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
• 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 DatabasesResource 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
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
Libraries (public, academic, special)
Consortia
Museums
“Ask-a” Expert Services
Libraries (public, academic, special)
Consortia
Museums
“Ask-a” Expert Services
Membe
rs
Membe
rs
Three Pilot Phases:
Three Pilot Phases:
Phase 1 (February - March 2000)• 10 members
• Test member profiles
• 30 questions per week
• Scheduled and scripted
Phase 1 (February - March 2000)• 10 members
• Test member profiles
• 30 questions per week
• Scheduled and scripted
Phase 2 (June 19 - Sept. 15)
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
• 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)
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
• 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
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
• 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
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
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...
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
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 BenefitsPortals 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
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?
Where to Next?
One stop shopping for reference and research services, including:
Locating/verifying bibliographic citations
Interlibrary Loan
Document Delivery
One stop shopping for reference and research services, including:
Locating/verifying bibliographic citations
Interlibrary Loan
Document Delivery
International / Universal Issues
International / Universal Issues
• Language & literacy
• Accessibility & infrastructure
• Cultural & political sensitivities
• Jurisdictional & service constraints
• E-commerce & trade agreements
• Language & literacy
• Accessibility & infrastructure
• Cultural & political sensitivities
• Jurisdictional & service constraints
• E-commerce & trade agreements
http://www.loc.gov/rr/digiref/http://www.loc.gov/rr/digiref/
Reference Process : ask ; answer
Catalogue Process : verify ; locate
Delivery Process : ILL ; document delivery
Beyond CDRS: an end-to-end user service model