The Information Challenge Exponential growth of resources New researchers with new needs Multiple communication options New expectations and opportunities Exponential growth of resources New researchers with new needs Multiple communication options New expectations and opportunities

Information Resources and Tools Internet Resources: Located everywhere Growth doubles each year Digital only No single search engine covers the entire Internet Short-lived Internet Resources: Located everywhere Growth doubles each year Digital only No single search engine covers the entire Internet Short-lived

Information Resources and Tools Library Resources: “Bricks and mortar” Continued growth Analog and digital Standard indexing tools Perpetual Library Resources: “Bricks and mortar” Continued growth Analog and digital Standard indexing tools Perpetual

The Challenge for Researchers To retrieve information that is: Relevant Accurate Authoritative Easy to locate To retrieve information that is: Relevant Accurate Authoritative Easy to locate

The Challenge for Libraries Use traditional strengths to build new programs Leverage the community of librarians and libraries worldwide Redefine the role of librarians and libraries in the Internet age Use traditional strengths to build new programs Leverage the community of librarians and libraries worldwide Redefine the role of librarians and libraries in the Internet age

Modeling the Solution Provide seamless access to global resources Collect knowledge for reference access Complement access to information on the Internet Demonstrate flexibility in creating solutions Provide seamless access to global resources Collect knowledge for reference access Complement access to information on the Internet Demonstrate flexibility in creating solutions

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

How Does it Work?

Process Definitions End User: a person who asks a question Member: an organization or a person participating in CDRS on behalf of an end user Service Level Agreement (SLA): an agreement describing the scope of services Request Manager (RM): software for managing Q&A receipt and assignment, SLA compliance and administrative tasks End User: a person who asks a question Member: an organization or a person participating in CDRS on behalf of an end user Service Level Agreement (SLA): an agreement describing the scope of services Request Manager (RM): software for managing Q&A receipt and assignment, SLA compliance and administrative tasks

Resource Databases Member Profiles Member features and strengths Member representative strengths Knowledge Base of Questions and Answers Searchable by staff, later by end users Confidentiality, privacy, intellectual property maintained Member Profiles Member features and strengths Member representative strengths Knowledge Base of Questions and Answers Searchable by staff, later by end users Confidentiality, privacy, intellectual property maintained

Libraries (public, academic, special) Consortia Museums “Ask-a” Expert Services Libraries (public, academic, special) Consortia Museums “Ask-a” Expert Services Members

Three Pilot Phases: Phase 1 (February - March 2000) 10 members Test member profiles 30 questions per week Scheduled and scripted Phase 1 (February - March 2000) 10 members Test member profiles 30 questions per week Scheduled and scripted

Phase 2 (June 19 - Sept. 15) Increase to 16 members Use and test sample Request Manager software and routing decisions Build/test revised Member profiles Test new Web form Develop Service Level Agreements Determine training requirements Determine costs Increase to 16 members Use and test sample Request Manager software and routing decisions Build/test revised Member profiles Test new Web form Develop Service Level Agreements Determine training requirements Determine costs

Phase 3 (Oct. 17- Jan. 31, 2001) 40+ members Scale up to full production to test volume and speed Investigate portal technology Determine Governing Body membership and roles Service Level Agreements 40+ members Scale up to full production to test volume and speed Investigate portal technology Determine Governing Body membership and roles Service Level Agreements

Goals of the Pilots - Summary Q&A process, including web form Request Manager procedures for assigning, tracking, etc. Determine scope and capacity of researcher requests Response time Interoperability Best practices Q&A process, including web form Request Manager procedures for assigning, tracking, etc. Determine scope and capacity of researcher requests Response time Interoperability Best practices

Modeling the Solution Maximum flexibility System integration Multiple partners Reestablish libraries as epicenters of knowledge for their communities Internet services implement customized community library portals Maximum flexibility System integration Multiple partners Reestablish libraries as epicenters of knowledge for their communities Internet services implement customized community library portals

Community Portals Provide... Dynamic content - events, news, weather, book reviews Useful applications - reserve a book, chat with an author, browse the catalog CDRS Gateway - enables patrons to submit questions during off-hours without diluting local library’s brand Dynamic content - events, news, weather, book reviews Useful applications - reserve a book, chat with an author, browse the catalog CDRS Gateway - enables patrons to submit questions during off-hours without diluting local library’s brand

Portals Benefits Internet services recover investment through advertising and affiliation fees (e.g., Amazon.com) CDRS “tags along” with portal for reduced fees or for free Internet services recover investment through advertising and affiliation fees (e.g., Amazon.com) CDRS “tags along” with portal for reduced fees or for free

Where to Next? One stop shopping for reference and research services, including: Locating/verifying bibliographic citations Interlibrary Loan Document Delivery One stop shopping for reference and research services, including: Locating/verifying bibliographic citations Interlibrary Loan Document Delivery

International / Universal Issues Language & literacy Accessibility & infrastructure Cultural & political sensitivities Jurisdictional & service constraints E-commerce & trade agreements Language & literacy Accessibility & infrastructure Cultural & political sensitivities Jurisdictional & service constraints E-commerce & trade agreements

Reference Process : ask ; answer Catalogue Process : verify ; locate Delivery Process : ILL ; document delivery Beyond CDRS: an end-to-end user service model