1. The world’s libraries. Connected. Session 1: Introduction to Enquire, what it is, local service, SCL Universal Offers and more. Monday 1 st December 2014

2. The world’s libraries. Connected. Session 1. December 1st 10.30-11.30. Introduction to Enquire, what it is, local service, SCL Universal Offers and more. Session 2. December 2nd 10.30-11.30. Let's get chatting - chat basics, using scripts, using policy pages Session 3. December 3rd 2.30-3.30. Offline worlflow - answering offline questions, referring to colleagues Session 4. December 8th 10.30-11.30. 24/7 Reference Cooperative and staffing the 24/7 Reference Cooperative Queue Session 5. December 9th 10.30-11.30. Administrator training - new user accounts, running and interpreting reports, institution level information Session 6. December 10th 2.30-3.30. Creating local services - Qwidget or full form, adhoc or permanent and the email form

3. The world’s libraries. Connected. What is Enquire? A collaborative virtual reference service Incorporating Library Authorities in England and Scotland Staffed Monday-Saturday 9-5, some Saturdays and evenings by UK staff Back up by OCLC’s 24/7Ref group in U.S Launched in October 2004 Has handled over 80,000 questions, averaging 48 questions per day

4. The world’s libraries. Connected. Glossary of useful terminology QuestionPoint – this is the software that underpins the Enquire service Enquire – is the subscription service of 58 library authorities in England and Scotland participating in collaborative virtual reference Chat – online, real time Q&A sessions Offline – a chat session to be answered more comprehensively by email later, or referred by our UK and US partners locally OCLC’s 24/7 Reference Cooperative - U.S libraries who cover Enquire when UK staff are not online Local Services – these are configurable services over an above the Enquire stream, so use locally however you wish

5. The world’s libraries. Connected. -How Enquire fits with the SCL Universal Offers both at a local and national level -What Enquire does and means to staff and end users -How you can implement local services By the end of the session we will have explored:

6. The world’s libraries. Connected. Provide a librarian 24/7 to your users Cooperative of trained librarians located at 800+ libraries in the US and UK Available when you are offline, and to back you up when you are busy Enquire: Local services, delivered globally

7. The world’s libraries. Connected. http://www.goscl.com/wp-content/uploads/SCL-Universal-Offers-poster_A3_PRINT_CROPMARKS-1.pdf

8. The world’s libraries. Connected. Enquire and national offers Health: Expert staff with local knowledge Assisted online access Reading: Recommend books Link to catalogue for customers to place holds, referral to local library (if subscriber) Digital: Clear and accessible online information about library services Staff trained to help customers access digital information Ability for customers to join online Ability to be contacted online/via email for answers to customer enquiries 24/7 access to services through a virtual library presence Information: Supports access information and services online in life critical areas (careers, job seeking, health, personal financial information, benefits) Brings together government and non-governmental sources of information, which have been researched by information professionals in public libraries, giving a level of quality assurance to the user Ensures that public library staff and volunteers are continually developing their skills to provide help to people accessing information and services

9. The world’s libraries. Connected. National engagement: National Services delivered at local levels, Enquire and FAB (via WorldCat also included in the SCL Tender for a single digital presence. Digital offer: Information offer: See our success stories: http://www.oclc.org/en- UK/Enquire/success.html http://www.oclc.org/en- UK/Enquire/success.html Reading offer, discover collections Your Library Your Users Your toolkit Reading offer, discover collections, request items for your users SCL Single Digital Presence ITT: http://www.goscl.com/wp-content/uploads/Digital_Platform_ITT.pdf

10. The world’s libraries. Connected. http://fablibraries.worldcat.org/ SCL Single Digital Presence ITT: http://www.goscl.com/wp-content/uploads/Digital_Platform_ITT.pdf

11. The world’s libraries. Connected. Earlier this year Carolyn Waite, Lancashire libraries spoke about what Enquire has given them. Information Strategy: Our service will deliver consistently high quality, accessible, cost- effective and customer focused information Our online information service will deliver an accessible, accurate, validated and up-to-date resource Our staff will develop a range of skills and knowledge to deliver an efficient and effective information service What is the local benefit?

12. The world’s libraries. Connected.

13. Digital: Staff trained to help customers access digital information. Ability to be contacted online. Clear and accessible online information about library services. Reading: Provides supported online access. Health: Expert staff with local knowledge. Assisted online access. Information: Supports people to access information and services online in life-critical areas such as careers and job seeking, health, personal financial information and benefits. Staff and volunteers are continually developing their skills to provide help to people accessing information and services. How does Enquire local services mesh with the Universal Offers in Lancashire?

14. The world’s libraries. Connected.

16. Chat compliments other contact mediums Chat Chat, interact

17. The world’s libraries. Connected. Libraries as innovators 1994 Yahoo! Lycos 1995 Infoseek Amazon 1996 BackRub (precursor to Google) 1997 Ask Jeeves AskALibrarian 1998 Google MSN Search 2001 Wikipedia 2002 LinkedIn Enquire tender (MLA) 2003 Skype 2004 Enquire Web 2.0 considered to have officially started 2007 Apple iPhone - the start of the mobile web available to all 2014: still here Enquire, FAB Libraries

18. The world’s libraries. Connected. Enquire works due to the commitment and loyalty of the subscribing authorities. We are all cogs that contribute to a national virtual reference presence for libraries Libraries as partners

19. The world’s libraries. Connected. QuestionPoint Account: Enquire OR your local service Walk up Telephone Physical desk Email webformsChat Chat widget (Qwidget) Mobile devices SMS texting Text a Librarian Upside Wireless Social Networking (Facebook, Twitter, Yahoo Answers) FAB Libraries Bookmark Your Library Many channels, one reference service…

20. The world’s libraries. Connected. Full form versus Qwidget

21. The world’s libraries. Connected. One subscription, many options for your customer Local Democrac y, Communit y Engageme nt Homework help, genealogy, author chat, research, information and reference

22. The world’s libraries. Connected. Enquire biennial survey comments: Library staff “Because our customers could be accessing it when we're not on duty. Any good service should be 24/7 now and this is our contribution to it, along with e-resources, e-books and e- magazines. We are great believers in cooperation, in spite of financial pressures.” “To maintain our 24/7 enquiry service to our customers. (confidential text removed) Libraries are currently producing our response to the national Universal Information Offer. Our Digital Offer clearly states our commitment to 24/7 online services, this includes an enquiry service.” “Enquire adds an extra dimension to our Ref and Information service. It takes the service to where our customers are. It also has a marketing purpose, it makes it clear that we are customer-focussed and adapting our services to meet user demands.” “* Cost effective way to provide a chat service * 24/7 cover for enquiry services for our customers * Ability to use for Local services * Great support from OCLC (technically and in terms of training and management) * Participation in National & International collaboration”

23. The world’s libraries. Connected. Age no barrier to technology: At my age of 85yrs I am grateful for your help New Library user: Very helpful, answered my query and sent me a link, which I used, and was able to register and, hopefully, join the library. Vocations detailed: I was pleasantly surprised to have been helped by someone outside Ealing (all the way from Vancouver!). Though I was not able to find the book I need for my lessons, this system has saved me A LOT of time which I do not have as a teacher!!!! New to online chat: This was my first on=line chat session so I was a bit slow, but Jen from Texas was great. I have yet to have my question dealt with by the appropriate library because of the time lag. This is a marvellous idea. I expect you'll be hearing from me again. Frustrated by local contact: My making contact was not planned as I did not know of this facility. I was frustrated by a phone message which kept referring me to [my local library] library website, and all I wanted was to talk to someone-and then I did thru conversation! Karen and Rose were so helpful, and so thorough. There messages to me were sensitively delivered and full of factual information. a brilliant service, that I will use again. Recent customer comments

24. The world’s libraries. Connected.

25. Local and Regional Services How can this add value to what you do:

26. The world’s libraries. Connected. Nottinghamshire

27. The world’s libraries. Connected. Join us online to chat with Louise Welsh Award winning Scottish author

28. The world’s libraries. Connected. Essex

29. The world’s libraries. Connected. Solihull

30. The world’s libraries. Connected. Nottingham City

31. The world’s libraries. Connected. Virtual Reference -24/7 Reference offers a shared, diffuse reference desk that’s open when you’re closed: “I was particularly impressed that the person serving me, though based in Hawaii, was able to help me with requests which were local to me.” Leicestershire customer -Convenient for the user “It is not always possible to visit libraries etc in person.” Somerset customer -Use of local services can enhance the library experience to those unlikely to use the physical library -Great staff training tool – feeds into experience users will gain via the Tinder Foundation courses commissioned by SCL – with e-learning modules, and Enquire already has a referral network -Helps address the SCL Universal offers Physical Reference -Allows libraries to prioritise front line duties knowing virtual reference needs are being met -Allows user to visit when necessary – better physical experience Return on Investment

32. The world’s libraries. Connected. Why Enquire? SCL Universal Offers A critical part of the national consumer facing presence for public libraries Personal interaction with skilled library staff, who can help shorten the online journey from question to authoritative answer Convenient Available 24/7, as part of 24/7 Reference Cooperative

33. The world’s libraries. Connected. Questions? Thank you for your time today. Any questions after the session, please feel to email me at: support-uk@oclc.org Other webinars: February 27th 2014 Enquire: local, national and international perspectives using SCL’s new ‘Universal Offers’ http://youtu.be/bJbXUo91uqs February 20 th 2013 Meeting user needs and SCL’s new ‘Universal Offers’ http://youtu.be/6dTmgGDzpVc http://youtu.be/6dTmgGDzpVc

34. The world’s libraries. Connected. Where to go for help http://oclc.org/support/services/enquire.en.html – help guides, hints and tips will be added to our new webpageshttp://oclc.org/support/services/enquire.en.html PN List – not many use for this, but it can be. If you are not on the listserv, let us know and we can add you. PN-ENQUIRE@MAILTALK.AC.UK Support support-uk@oclc.org Tel: 0114 267 7502