QuestionPoint and the Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White Public Service Collections Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White Public Service Collections Library of Congress

LC Goes Digital Internet connection established First online exhibition Library begins answering inquiries Internet access to Online Catalog First Library of Congress Web Site American Memory Digital Collections THOMAS Legislative Web Site America’s Library Website Ask a Librarian Service

So, we have the E-content … what comes next?

Point of Need LC web site hits 1995: 23,772, : 1,025,276,805 Online Queries 1995: 2, : 36, : + 45,000 (est.)

The Current Context Exponential growth of resources: websites, electronic databases, print materials New audiences with new needs and expectations Appearance of “Ask A” services Mandate to go where users are New opportunities

Daniel Greenstein Chronicle of Higher Education, 10/3/02 “The real change is a cultural one and it’s deep. Users are telling us it’s all about access, and libraries are all about ownership, and this is a problem. Users are telling us that the place doesn’t matter.”

While the Tools Have Changed… Fundamental nature of librarianship has not changed New technology and tools enhance how we can deliver the information Skill set evolution is necessary to adapt to the new environment

The Challenge for Librarians… Use traditional strength to build new programs Leverage the community of libraries and librarians worldwide Acquire new skills as needed Redefine the role of libraries and librarians in the Internet age

Why the Library of Congress? History of collaboration and networking Serve multiple audiences Standards development Innovation in new technology World’s largest repository Conveners of conferences on the state of librarianship

E-Reference at LC support for Online Catalog (LOCIS) support for Web site Online Reference pilot begins “Reference in a Digital Age” Conference American Memory Help Desk Launch of Collaborative Digital Reference Service (CDRS) Online Chat Pilot Ask a Librarian Web reference service

E-Reference via the Web

Telephone “Ask-A” Web forms Surface Mail and Fax “Live Chat” Multiple Communications Options In Person

We wondered … What if all of these communication tools could be integrated and managed centrally…?

QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web based network of libraries.

What is QuestionPoint? Flexible Software supporting both local and global online reference service Developed by Library of Congress and OCLC Local component: web-based question submission forms, live chat, and local knowledge-base of Q & A Global component: network of reference librarians world-wide, sharing of reference inquiries and “best-fit” routing, global knowledge-base of edited Q & A

Members AcademicLibraries NationalLibrariesConsortia SpecialLibraries UnaffiliatedExperts ASK-AServices PublicLibraries Partners ProfessionalAssn. QuestionPoint

Global Local/Regional Consortium A Library Local KB Patron access via institution web pages Individual Library Consortium B Library Global Only Library Global Only Library Global Only Library Global KB Library QuestionPoint Process

The Global Routing Process RequestingLibrary Patron Knowledge Base Knowledge Base AnsweringLibrary Librarian ILL, Document Delivery Delivery REQUESTMANAGER SEND QUESTION GET QUESTION NOTIFICATION EDITED Q & A GET ANSWER SEND ANSWER Member Profile Member Profile Member Profile Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists

Step One - Exclusionary Elements: Education Level Served Weekly Quota Filled Subject in Profile Step Two - Best Fit Matching: Subject 40% Geographic Area 10% Load Balancing 20% Availability 20% Format Expertise 10% Routing in the Global Network

Customizable Forms

Librarian checks a question

Choices in handling a question

Refer to partner in the local component

Escalate to the Global Network

Routing Results

Global Knowledge Base Editorial Board Guidelines: –Copy editing, link checking –Add subjects and keywords for enhanced searching –Protect confidentiality –Flag need for later review Volunteer editors from membership 2,100 + records edited since December

Searching the Knowledgebase

Sample Q & A Set

Member Profiling

Administrative: Reports

What’s Next for QuestionPoint? 24/7 access Continue to create models for collaboration Internationalization voIP, video System integration Patron access Adoption of standards

Live Demonstration