1. A worldwide library cooperative OCLC Online Computer Library Center QuestionPoint and 24/7 Reference Update Vivien Cook Regional Account Manager OCLC PICA

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

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

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

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

8. OCLC Online Computer Library Center 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. OCLC Online Computer Library Center Price Code Review Reference Management Service Prod NamePrice Base Management Environment QP Full Service$3500 QP Global Service Only$1000 QP Traditional Profile (Existing QP Only)$2000 Service Unit Profiles QP Service Unit – up to 5$750/per QP Service Unit – up to 10$500/per QP Service Unit – 11 or more$350/per

10. OCLC Online Computer Library Center 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. OCLC Online Computer Library Center 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. OCLC Online Computer Library Center 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. OCLC Online Computer Library Center 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. OCLC Online Computer Library Center

18. A worldwide library cooperative OCLC Online Computer Library Center Questions