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Midwinter ALA, January 2002 Metadata for Question Assignment Linda J. White

Collaborative Digital Reference Service. Midwinter ALA, January 2002 Metadata for Question Assignment Linda J. White. Collaborative Digital Reference Service provides professional reference service to users anywhere, anytime, through an international, digital network of libraries.

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Midwinter ALA, January 2002 Metadata for Question Assignment Linda J. White

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  1. Collaborative Digital Reference Service Midwinter ALA, January 2002 Metadata for Question Assignment Linda J. White

  2. Collaborative Digital Reference Service provides professional reference service to users anywhere, anytime, through an international, digital network of libraries.

  3. The Challenge: To capture the essence of the reference process in an online environment using the traditional skills of librarians with the new tools emerging in technology.

  4. CDRS Components Member Profiles • Member features and strengths Request Manager • Assignment and routing of Q&As Knowledge Base of Q&A • Search and browse • Edit Q&A for privacy, etc.

  5. CDRS Process Member Profile Member Profile Member Profile SEND QUESTION GET QUESTION REQUEST MANAGER Requesting Library Patron Answering Library Librarian NOTIFICATION NOTIFICATION SEND ANSWER GET ANSWER EDITED Q & A AUTOMATIC or MANUAL KB SEARCH Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists Knowledge Base ILL, Document Delivery

  6. Web Reference Form Required Elements • Name • Email Address • Subject • Education Level • Format Optional Elements • Keywords • Sources Already Consulted • Phone/Fax • Mailing Address • Reason for Research

  7. Request Manager - Q&A Routing • 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%

  8. Best Fit Matching Best fit elements have a weight and a value. Best fit computes the rating of each member by multiplying each element’s weight by the element’s value. The highest ranked member is assigned the question.

  9. Subject as a best fit element • Value = 0 - 100% • Weight = 30% • RLG Level 1 on Subject BC or Subject Area = 0 • RLG Level 2 on Subject Area Only = 20% • RLG Level 2 on Subject Broad Class = 40% • RLG Level 3 on Subject Broad Class = 60% • RLG Level 4 on Subject Broad Class = 80% • RLG Level 5 on Subject Broad Class = 100%

  10. Load Balancing as a best fit element • Value = 0 - 100% • Weight = 20% • < 10 minutes since last assignment = 0 • < one hour since last assignment = 25% • < eight hours since last assignment = 50% • < 24 hours since last assignment = 75% • > 24 hours since last assignment = 100%

  11. CDRS Process Member Profile Routing Member Profile Member Profile SEND QUESTION GET QUESTION REQUEST MANAGER Requesting Library Patron Answering Library Librarian NOTIFICATION NOTIFICATION SEND ANSWER GET ANSWER EDITED Q & A AUTOMATIC or MANUAL KB SEARCH Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists Knowledge Base ILL, Document Delivery

  12. Member Profiling

  13. Member Profiling

  14. Patron access via institution web pages Library Library Library Local/Regional Consortium Local KB Individual Library Global/CDRS

  15. Issues • Standardized yet flexible. • Controlled Vocabulary vs Natural Language (keywords). • Balancing the information we need with what patrons are willing to supply. • Are the elements, weights and values correct? • Form design

  16. Collaborative Digital Reference Service For more information: http://www.loc.gov/cdrs/

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