1. QuestionPoint @Your Library August, 2002 Diane Kresh, Library of Congress International Federation of Libraries Association August, 2002 Diane Kresh, Library of Congress International Federation of Libraries Association Global Reach, Local Touch working on behalf of libraries

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

3. LCs role in QuestionPoint Serve multiple audiences National and international collections Leader in cataloging and standards development Innovator in new technology Convener of conferences on the state of librarianship Creator of prototype CDRS

4. Building the Network CDRS pilot: June 2000 – June 2002 Early adopters defined requirements Partnership with OCLC Membership: 16 to 260 libraries of all types in two years Demands for more complex functionality came with growth Achieved proof of concept

5. Members AcademicLibrariesAcademicLibraries NationalLibrariesNationalLibrariesConsortiaConsortia SpecialLibrariesSpecialLibraries PublicLibrariesPublicLibraries PartnershipsPartnerships

6. Global Coverage United States China Australia Norway Netherlands Slovenia Germany ScotlandCanada

7. QuestionPoint Features Two-tiered network local/consortial and global Live Chat capability Automatic routing to the global network via best fit routing Knowledge base of edited Q & A Web based system no additional hardware or software PC/Mac compatible

8. Global Model Local/Regional Model Local/Regional Model Library Consortium A Library Local KB Patron Access via Customizable Web pages Individual Library Consortium B Library Global Only Library Global Only Library Global Only Library Global KB Library QuestionPoint Models

9. The Global Process RequestingLibrary Patron Knowledge Base Knowledge Base AnsweringLibrary Librarian ILL, Document Delivery Delivery REQUESTMANAGER SEND QUESTION RECEIVE 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

10. Patron Access Through Library Website Or a librarian can submit a question…

11. Choices in Handling a Question

12. Escalate to the Global Network

13. Member Profiling

14. 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 3,500 + records

15. The Global On-call Librarian LC Global Network Administrators Troubleshooting and system monitoring Manual routing and assignment Future: –Member libraries rotate responsibilities –24/7 chat coverage

16. QuestionPoint Governance LC and OCLC chair Advisory Board Members represent all library types Meet twice annually Sub-Committees address areas of: –Legal –Membership –Implementation –Best practices

17. QuestionPoint Member Benefits Total reference solution: local, global access + tracking tools Extend traditional reference services - 24x7 service - Access to subject/language specialists worldwide - Web-based (no software, no hardware) - Customizable Work with peers in new ways Raise the visibility of libraries

18. Pricing Model Based on profiles –A profile = a sector on the global network –Reference consortia can be created by associating profiles –Discounts for contribution and consortia Annual subscription model –Unlimited use –Packages = global only or local + global

19. Where do we go from here? Direct patron access Better workflows Live enhancements: VOIP, video, persistent button System integration Refine digital reference best practices

20. Emerging Standards and Best Practices NISO AZ Committee http://www.niso.org/news/NISOinitiatives.html –Protocol, e.g. question interchange –Q & A metadata Quality Standards for E-Reference (McClure/Lankes study) Guidelines for: –Archiving Q & A –Answering questions, i.e. sourcing –Question negotiation

21. Language, literacy, and regional context Accessibility and infrastructure Cultural & political sensitivities Digital divide Intellectual property and service constraints Trade agreements Global Expansion: Issues

22. Questions? www.QuestionPoint.org