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QuestionPoint and 24/7 Reference Update

QuestionPoint and 24/7 Reference Update. Vivien Cook Regional Account Manager OCLC PICA. Physical Reference Model. Patron Population Enter the library with an info need. The Library. Initial Service Point. Budget & Service Management. Specialist Area. Specialist Area.

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QuestionPoint and 24/7 Reference Update

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  1. QuestionPoint and 24/7 Reference Update Vivien Cook Regional Account Manager OCLC PICA

  2. Physical Reference Model Patron Population Enter the library with an info need The Library Initial Service Point Budget & Service Management Specialist Area Specialist Area Specialist Area External Resources – Experts, Consortia, etc.

  3. Online patron populationwith information need Online Reference Model Web Site (s) Library/CooperativeGroup Shared Services • Branding • Chat queues • Web forms • Stats • Scheduling Shared Knowledge Base Budget & Service Management Library or Specialist Area Library or Specialist Area Library or Specialist Area External Resources – Experts, Additional Consortia, Back-up Coverage

  4. A ‘merger’ of two premier reference cooperatives • MCLS and OCLC agree to combine their reference services • 24/7 Reference (MCLS) • QuestionPoint (OCLC) • Bringing together a live 24/7, managed reference cooperative and a worldwide reference management platform.

  5. Local Librarians 24/7 Reference Coop (Public or Academic) walk up, phone, fax Global KB Administration and Reporting email, web forms, chat Local Library & Site Local KB Future tech Service History Feedback/ Survey Libraries can incorporate: - QuestionPointto meet their users at their point of need. - 24/7 Reference Cooperativesto guarantee that someone will always be there for their user. Customer with info need Coop Librarians Global Reference Network

  6. Expanded Reference Suite Elements • Reference Management Service • Base Management Environment • Service Unit Profile • Cooperative Coverage Service • Round the clock live reference staffing support • Back up staffing during peak hours • Access to two cooperative queues: Academic and Public • Access to Subject Experts

  7. Academic Cooperative Public Cooperative • Specialized • Subject • Expert • Services • Law • Medical • Spanish • and more • Services • Fail Safe Coverage • Quality Control • Schedule Management • Policy Management • Training • Mentoring • Effective Use 24/7 Reference Cooperatives The New Cooperative Reference Service Suite Offerings Coop Coverage Reference Mgmt Service Best Match Routing L of Congress & On-Call Managed Cooperative Coverage Groups (Chat, email) Self Managed Referral Partners Self Managed Global Ref Network Cooperate Build Manage Interact Tools

  8. Reference Management Service • Pricing • A library or group of libraries license a Base Management Environment (need single point of billing) • At least one Service Unit Profile per participating library. Able to add on per functional service area. • Base Management Environment Functionality • Interaction tools – chat, email, web form • 1 Knowledge Base per Base Management Environment • Group Statistics and Management Tools (e.g. Scheduling) • Service Unit Profile Functionality • Used to describe library or smaller unit’s policies/practices • Reports, usage, and staff management tools for unit

  9. Price Code ReviewReference Management Service

  10. Cooperative Coverage Service • Pricing • Cooperative Coverage Fee (based on population served or FTE) • Weekly Staffing Contribution (based on population served or FTE) • Can be billed separately from Reference Management Service, but participants must have Ref Management Service • Services • Managed Scheduling, Quality Control, Policy Management • Failsafe Coverage – always someone there to cover

  11. Discounts • Member Discounts for OCLC Cataloging Members (5% off total) • Group Discounts (based on number of Service Unit Profiles) • Libraries (service unit profiles) 1-5 • Libraries (service unit profiles) up to 10 • Libraries (service unit profiles) 11 or more

  12. Options • Global Only Access • Libraries can still subscribe to limited service with access only to the Global Reference Network • Enhanced Communications add-on • Available at the existing per library add-on price

  13. Example Implementations • IZUM – Slovenia • Gaelic Consortium – South Africa • Al@din – Holland • Co-East Museums Archives & Libraries • National libraries of Wales, Scotland, the British Library,Royal Library Netherlands

  14. Questions

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