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24 Hour Reference Goes Global: A Cooperative Approach to providing a Multilingual Reference Service. Susan McGlamery Global Product Manager OCLC Cooperative Initiatives mcglames@oclc.org. Languages other than English at home.

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24 hour reference goes global a cooperative approach to providing a multilingual reference service

24 Hour Reference Goes Global:A Cooperative Approach to providing a Multilingual Reference Service

Susan McGlamery

Global Product Manager

OCLC Cooperative Initiatives

mcglames@oclc.org

speaks a language other than english at home u s
18% of the U.S. population over 5 years old (47 million people) (US Census 2000)

In 1990: 14% of the population (31.8 million people)

Percentage of people who speak a language other than English grew 38% in the 1980s and 47% in the 1990s.

Of the total population, 8.1 percent reported speaking English not very well or not at all.

Speaks a language other than English at home (U.S.):
survey qp and 24 7 libraries
Survey: QP and 24/7 libraries
  • 65 responses
  • 73.6% say population speaking languages other than English has increased
  • How many visit the library?
    • 60% say 5% or less
    • 20% don’t know
93 5 provide materials in other languages
93.5% provide materials in other languages

Books -- fiction 78.2%

Books -- non fiction 80%

Magazines 58.2%

Newspapers 50.9%

Databases 38.2%

CD's 52.7%

Videos or DVD's 72.7%

Other (please specify) 20%

languages of the materials
Languages of the materials:
  • Chinese 47.3%
  • French 60%
  • German 49.1%
  • Japanese 41.8%
  • Korean 41.8%
  • Russian 45.5%
  • Spanish96.4%
  • Vietnamese 29.1%
  • Other (please specify) 32.7%
bilingual staff 34 of 59 say yes
Bilingual Staff: 34 of 59 say YES
  • Chinese 25.8%
  • French 41.9%
  • German 25.8%
  • Japanese 6.5%
  • Korean 9.7%
  • Russian 29%
  • Spanish83.9%
  • Vietnamese 12.9%
  • Other 25.8%
24 7 reference cooperative
24/7 Reference Cooperative
  • Fail safe coverage
    • After hours and as back up
  • Separate cooperatives for academic and public libraries
  • Quality control
  • Subject experts (24/7 and Global Reference Network)
  • http://www.questionpoint.org/community/TransitionTaskForce/FAQ_247.htm
leveraging a global cooperative
Leveraging a global cooperative
  • 24/7 Reference acquired by OCLC (8/04)
  • QuestionPoint: libraries in 20 countries, serving patrons in 24 languages Global Reference Network
  • WebJunction: Spanish Outreach
language issues
Language Issues
  • Software interface
    • Unicode compliant
    • QuestionPoint Librarian interface translated into 8 languages
  • Librarians needed to staff
  • Cultural issues
current patron interfaces
Chinese

Dutch

English

French

German

Japanese

Korean

Polish

Portuguese

Slovenian

Spanish

Turkish

Current Patron Interfaces
24 7 reference spanish language
24/7 Reference – Spanish language
  • U.S. bilingual librarians
  • Participants: California, Florida, Maryland, soon Wisconsin
  • Available approximately 50 hours per week live, otherwise by email
24 7 reference next steps
24/7 Reference – next steps
  • Survey: Ability to offer reference help in other languages is more important than the delivery method used and the hours of service
  • Looking for partners to extend service
    • French, Chinese
    • Combination of chat and email reference
questions and discussion

Questions and Discussion

Susan McGlamery

mcglames@oclc.org