1. CORS --- Collaborative Online Reference Services Ms. Jin Hongya Shanghai Library hyjin@libnet.sh.cn Digital Reference Service and Library Cooperation : Digital Reference Service and Library Cooperation : a case study of the Shanghai Library CORS

2. CORS --- Collaborative Online Reference Services 1.An Overview of Shanghai Library CORS 2.The Operating Pattern of CORS 3.The Service Mode of CORS 4.The Cooperation Framework of CORS Topic

3. CORS --- Collaborative Online Reference Services 1. Overview of Shanghai Library CORS CORS, Collaborative Online Reference Services, a virtual reference service of Shanghai Library, was initiated in June 2001 and has been gaining popularity both home and abroad. To kick off the virtual reference services via the CORS, Shanghai Library teamed up 17 experts from university and academic libraries of the city.

4. CORS --- Collaborative Online Reference Services Aim of the CORS at its inception: To realize expertise and resources sharing of the city’s libraries; To provide one-stop reference services by taking advantage of the Internet; To provide readers with professional and research-oriented reference services.

5. CORS --- Collaborative Online Reference Services Reference services covering various disciplines:  The disciplines involve pharmacy, textiles, electronics, auto mobiles, chemical engineering, computer technologies, English & American literatures, linguistics, library and information sciences…;  Experts working together are skillful and have long years of experience in offering reference services;  Replies are given in two working days after the enquiries received.

6. CORS --- Collaborative Online Reference Services Figures and facts (by May 2006):  14,953 questions have been answered and 9,925 questions recorded in the CORS database;  Altogether 98 experts working for CORS, among them 8 are staff of overseas libraries, 42 are domestic librarians and 48 are working staff of Shanghai Library;  In partnership with ten libraries, 4 of them are located overseas;  24/7 Reference is a round-the-clock reference cooperative and service that allows library patrons to ask questions and get answers from qualified reference staff on the Internet ;  CORS offers real-time reference service 9:00--11:00am; 2:00--4:00pm (Beijing Time) everyday  Every question (off -line) is answered in no more than 20 hours.

7. CORS --- Collaborative Online Reference Services 2 、 The Operation Pattern of CORS  Multi-level reference services : Services are available 24/7, and all year long. Specialty questions handled by special professionals.  Mechanism of quick answer : To save time for readers for getting answers.  Mechanism of supplemental answer : To provide answers as seamlessly as possible.  Combination of real-time and off-line reference

8. CORS --- Collaborative Online Reference Services 3 、 The Service Mode of CORS  Quick answer : Questions are answered within 24 hours.  Questions are answered by experts.  Maximum time for question answer—48 hours (2 working days). Readers can select an expert to fit their respective needs.  FAQ Answers to the most frequently asked questions can be found at CORS web site.  Searching through CORS’s database Resources related to similar questions can be repetitively utilized.  Real-time reference services in regular hours.

9. CORS --- Collaborative Online Reference Services 4 、 The Cooperation Framework of CORS  Expertise and library resources sharing by working with experts of other libraries, home and abroad;  Virtual reference platforms of different libraries inter-linked with each other, by which remote services become possible.  Inter-library cooperation and customized, independent services oriented to readers of different regions.  Developing cooperation around special topics to serve professional groups.  Services across boundaries to Chinese-speaking readers around the world.

10. CORS --- Collaborative Online Reference Services Expertise and library resources sharing by working with experts of other libraries, home and abroad. Reference librarian from Library of the Second Medical University of Shanghai

11. CORS --- Collaborative Online Reference Services Virtual reference platforms of different libraries inter-connected with each other, by which remote services are realized.

12. CORS --- Collaborative Online Reference Services Inter-library cooperation and customized, independent operations oriented to readers of different regions.

13. CORS --- Collaborative Online Reference Services Reference services across the boundaries oriented to Chinese speakers around the world.  Library of Lingnan University, the Hong Kong S.A.R.  Central Library of Macao  University of Macao Library  National Library Board, Singapore  Queens Borough Public Library of New York, U.S.A

14. CORS --- Collaborative Online Reference Services Online Chinese Reference Services of Queens Public Library entered into partnership with Shanghai Library in June, 2006

15. CORS --- Collaborative Online Reference Services Thank you! Shanghai Library Institute of Scientific & Technical Information of Shanghai www.library.sh.cn