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QuestionPoint Worldwide Cooperative Reference

QuestionPoint Worldwide Cooperative Reference. ICOLC Meeting September 19, 2002 Paul Cappuzzello, West Region Manager cappuzzp@oclc.org. Reference Challenges You’re Facing. Increase your library’s visibility & web presence

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QuestionPoint Worldwide Cooperative Reference

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  1. QuestionPointWorldwide Cooperative Reference ICOLC Meeting September 19, 2002 Paul Cappuzzello, West Region Manager cappuzzp@oclc.org

  2. Reference Challenges You’re Facing • Increase your library’s visibility & web presence • Make your library the first choice for high-quality reference service • Reach new patrons • Serve patrons where they are • Expand reference availability

  3. Overview • What is QuestionPoint? • What does it do for me and my users? • How do I use it? • Pricing? • What’s coming in the future?

  4. The QuestionPoint Solution • Collaborative digital reference service • Provides professional reference to users • Low cost • Hosted at OCLC • No software to install • Began as CDRS project • Library of Congress, OCLC, and library pilots with INCOLSA and METRO library groups • Built by librarians—for librarians

  5. QuestionPoint Vision • Help libraries provide professional reference service to users anywhere, anytime, through collaborative, web-based networks of libraries.

  6. A Cooperative Model Reference Professional Patron Your library reference staff Global Commercial services (Ask-A Services) Subject Based Networks (law, medical) Regional Networks (state, National) Your group reference Networks (branches, consortial)

  7. QuestionPoint Participants Professional Associations National Libraries Consortia QuestionPoint Academic Libraries Public Libraries Partners Ask-A Service Special Libraries

  8. QuestionPoint Advantages • Management and reporting support • Customize the interface • Create statistical reports • Manage user accounts with Q&A tracking • Local & global knowledge bases • Expanded access to varied expertise • Chat and e-mail capability • Enhanced communications • Browser sharing • Document sharing • Video or static picture to personalize library • Persistent button • And soon Voice over IP • Integrates with other forms of reference

  9. What you can do…with QuestionPoint • Provide locally branded & customizable reference service using web forms, email, and chat interaction with users • Receive, respond to, track & manage users’ questions • Route questions to peers locally & worldwide • Receive quality answers quickly using peers and local & global knowledge bases

  10. What you can do…with QuestionPoint • Link your existing ask-a-librarian services to QuestionPoint • Increase your library’s visibility • Market to users with “persistent help button” on third-party web sites • Complement existing bibliographic instruction program

  11. What your users can do… with QuestionPoint • Get quality and reliable information from trusted sources • Chat and e-mail with you to get immediate information • Share applications with you to gain from your experience • Track and review their previously asked questions

  12. The QuestionPoint System QuestionPoint Local/Regional Component Question Management Knowledge Base Profile Information Communication Options QuestionPoint Global Component Question Management Knowledge Base Profile Information Communication Options

  13. QuestionPointLocal/Regional Component Your Reference Group Profiled Inst 1 Question Assignment: In Your Library Ref Lib Ref Lib Patron-Library Communication Walk in/Phone Web Form Email Chat Voice* Video Institution Ref Lib Ref Lib Ref Lib Patron Ref Lib Institution Ref Lib Ref Lib Ref Lib Ref Lib Local KB Global KB

  14. QuestionPointGlobal Component Local/Regional Solution Submit question to global component Question answered Global Solution Request Manager Profile Information Ref Lib Ref Lib Ref Lib Ref Lib Ref Lib Profile Profile Profile Global AdministrationQ & A Editing Global Knowledge Base

  15. QuestionPoint’s Functional Highlights • Interact • Work with your users on their terms using the most appropriate technologies & practices • Cooperate • Leverage expertise and availability of your peers • Build • Create shared resources, experiences & community • Profile • Define your form of participation, availability, and expertise within the reference groups • Manage • Identify trends by statistics, establish your brand with your patrons, track service metrics

  16. Governance and Contribution • LC and OCLC serve as organizing stewards • Members on Advisory Board represent variety of library types (libraries, museums, state organizations, reference services…) • Sub-committees address areas of • Legal • Membership • Implementation • Best practices • Contribution • Answering questions from Global Reference Network • Adding completed Q&A to Global Knowledge Base • Editing Q&A in the Global Knowledge Base

  17. QuestionPoint Pricing • Annual subscription model based on “profiles” • A profile = a node on the global network • Reference “consortia” created by associating profiles • Unlimited use • Packages • Global Network Access • Local/Group Reference Network & Global Network Access • Enhanced Communications • Starting as low as $1,700 per profile/year • Discounts for contribution & consortia • International pricing available

  18. QuestionPoint Pricing

  19. The Future… • Voice over IP • Standards-based communication • Interoperability among reference networks and between local services/global network • NISO Standards Committee AZ for Networked Reference (ongoing) • Automated routing at the local level • Off hours and supplemental coverage • Batch import of FAQs • Public access to the global network

  20. DemonstrationInteracting With Your Users

  21. Patron Patron

  22. Patron

  23. Call Now

  24. Shot of Accept Call

  25. Librarian

  26. Librarian

  27. Cooperating With Others

  28. Librarian

  29. Librarian

  30. Librarian

  31. Librarian

  32. Defining Your Profile

  33. Librarian

  34. Librarian

  35. Librarian

  36. Librarian

  37. Building and Using the Knowledge Base

  38. Librarian

  39. Librarian Librarian – simple search on William Shakespeare

  40. Librarian

  41. Librarian

  42. Managing Your Reference Service

  43. QuestionPoint Benefits

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