Using virtual reference to improve the student experience

a QuestionPoint case study

Using virtual reference to improve the student experience

a QuestionPoint case study

Susan McGlameryQuestionPoint product manager

Judy StillAccount Manager, FE sectorOCLC

How do people find information?How do people find information?

Reference challenges libraries faceReference challenges libraries face

Make the library the first choice for high-quality reference service

Reach new users

Serve users where they are

Expand reference availability

Increase library’s visibility and web presence

Trends in Reference ServicesTrends in Reference Services

Meeting Users:

• Any Way they choose to communicate

• Any Where they have a question

• Any Time they need to ask

Managing Technology to meet these needs

Many channels, one reference service…Many channels, one reference service…

QuestionPoint Community QuestionPoint Community

•Over 2,200 libraries

•In 30 Countries, most recently: Italy, Peru, Serbia

•More than 1,500 in 24/7 Reference Cooperative (411 in Academic Coop)

•20,000+ records in Global Knowledge Base, in 11 languages

UK LibrariesUK Libraries

National Libraries•British Library

•National Library of Scotland

•National Library of Wales

Enquire (UK public libraries)

AskScotland

UniversitiesAnglia Ruskin University

Edinburgh University

Huddersfield University

Kings College London

Lancaster University

Liverpool University

University of Birmingham

University of East London

University of West England

Wolverhampton University

Example: student asks a question via chatExample: student asks a question via chat

Email formsEmail forms

Chat form - simpleChat form - simple

Chat with viewportChat with viewport

User View – Chat sessionUser View – Chat session

Adding Reference Services in eLearning EnvironmentsBlackboard Patron ViewAdding Reference Services in eLearning EnvironmentsBlackboard Patron View

•“Since the launch of the Qwidget, virtual reference queries have risen by almost 300%”

•10,319 queries from users during the 2008/9 school year

•“The library’s profile within and without the university has been enhanced and students are more satisfied with the library’s reference service.”

Qwidget – when librarians are offlineQwidget – when librarians are offline

University of Washington: http://www.lib.washington.edu/ University of Washington: http://www.lib.washington.edu/

Pop Up Qwidget Pop Up Qwidget

Qwidget in WorldCat LocalQwidget in WorldCat Local

Qwidget on iPhone and Android phonesQwidget on iPhone and Android phones

User goes to library’s web page using a mobile device.

The Qwidget is replaced by a button inviting user to click to

launch optimized Qwidget

Bookmarking the Mobile QwidgetBookmarking the Mobile Qwidget

Available in some mobile devices (e.g. iPhone, Palm, Android)

Bookmarked webpages emulates the appearance of an app on user’s home screen (it is not a downloaded app, it is a quick link)

Multiple Qwidgets can co-exist on user’s Home Screen, as each icon is a link to a particular library’s Qwidget.

Qwidget in FacebookQwidget in Facebook

Libraries can create a Qwidget Application on their “Fan” pages

User clicks on Go to Application …

Student adds Qwidget as bookmarked application (on the student’s own page)

Student adds Qwidget as bookmarked application (on the student’s own page)

QuestionPoint ComponentsQuestionPoint Components

Base Management Environment (BME):

• webforms, chat forms, chat widget (Qwidget)

• Referral and cooperative options

• Local Knowledgebase

• Access to Global Knowledgebase and Global Reference Network

• 1 chat queue (additional chat queues can be purchased)

Service Unit Profile (SUP):

• Collection point for statistics, policy information, scripted messages, web forms

• Each library or unique service point (homework help, etc) should have its own SUP

QuestionPoint componentsQuestionPoint components

QuestionPoint Configuration OptionsQuestionPoint Configuration Options

One library needs 1 BME, 1 SUP

A group of 10 libraries who agree to share a chat queue: 1 BME, 10 SUPs

A group of 10 libraries, each of which wants its own unique chat service: 1 BME, 10 SUPs, 10 chat queues

A group of 10 libraries that agree to work cooperatively and share a chat queue for general questions, but also offer a unique service (e.g., homework help): 1 BME, 10 SUPs, 2 chat queues

QuestionPoint enables CooperationQuestionPoint enables Cooperation

Students choose: email or QwidgetStudents choose: email or Qwidget

By subjectBy subject

Cooperative Reference: Chasing the SunCooperative Reference: Chasing the Sun

Answers Anytime: 24/7 ReferenceAnswers Anytime: 24/7 Reference

Enquire: UK public librariesEnquire: UK public libraries

National portalNational portal

Links also at individual librariesLinks also at individual libraries

Be there when they need youBe there when they need you

Coverage around the clock

• Expand hours of service without adding staff

• Failsafe coverage

Staffed by librarians like you

• 2 Cooperatives: Public and Academic

Over 1,500 libraries in the U.S. and U.K.

English language 24/7Spanish language: over 140 hours per week

How Do They Know?Answering on behalf of other librariesHow Do They Know?Answering on behalf of other libraries

Library Policy Pages

Scripted Messages

Communication:

Conference/Transfer

IM

Follow Up/ Referral of session transcripts

Quality controlQuality control

•24/7 Reference policies and procedures

•Session Review

•Quality Control

•QP Blog: Quality Tips posted weekly

•Training sessions for Coop librarians

Why 24/7?Why 24/7?

27% 27%

33%

0%

5%

10%

15%

20%

25%

30%

35%

1

2006

2007

2008

Percentages of AskAway patron questions asked before 9am and after 9pm, standard library hours

Importance of 24/7 coverageImportance of 24/7 coverage

Percentages of AskAway patron questions asked before 9am and after 6pm, typical small library hours

42%37%

48%

0%

10%

20%

30%

40%

50%

60%

1

2006

2007

2008

Working in groups: Referral optionsWorking in groups: Referral options

For more information:For more information:

www.oclc.org/questionpoint

www.questionpoint.org

Susan McGlamery, QuestionPoint senior product manager

mcglames@oclc.org

Librarian view: logging into QuestionPointLibrarian view: logging into QuestionPoint

Queue SelectionQueue Selection

You may select one or all queues listed, depending on your monitoring schedule

Launching ChatLaunching Chat

When monitoring chat you can:

Review your queues

Change your settings

Access help at any time

Librarian picks up patron – Moves from New to My Active TabLibrarian picks up patron – Moves from New to My Active Tab

Librarian Chat View – Scripted messagesLibrarian Chat View – Scripted messages

Librarian Chat View – Scripted URLsLibrarian Chat View – Scripted URLs

Select a URL from the scripted list or type a URL in the form

URLs can be previewed before being sent to the user by clicking on the preview link

Patron Chat View – Librarian sends a web pagePatron Chat View – Librarian sends a web page

Links are part of the transcript sent to the patron at the end of the session

Librarian Chat View –Policy Pages and Librarian notesLibrarian Chat View –Policy Pages and Librarian notes

Each library completes a policy page so that all local information is easily available to monitoring libraries.

Notes are part of the transcript but NOT viewable to the patron

Policy PagePolicy Page

Ending ChatEnding Chat

Patron Feedback – Optional SurveyPatron Feedback – Optional Survey

Integrated question management: chat, email, Qwidget sessions Integrated question management: chat, email, Qwidget sessions

Chat

Qwidget

Email

Full Question View: AssignmentFull Question View: Assignment

Assignment of web form sessions can be done automatically or manually.

Referral – partners and subscription groupsReferral – partners and subscription groups

Answering the questionAnswering the question

Knowledge Management ResourcesKnowledge Management Resources

Librarians can add:

KB Answers

Scripts

Attachments

Patron Access to Knowledge BasesPatron Access to Knowledge Bases

ReportsReports

Coop GuidelinesCoop Guidelines

24/7 Policies and Procedures

http://wiki.questionpoint.org/247-Policies

Best Practices for 24/7 Reference Sessions:

http://wiki.questionpoint.org/247-Best-Practices

24/7 Cooperative: Learn More24/7 Cooperative: Learn More

FAQs about the Cooperativehttp://questionpoint.pbwiki.com/24+7+Coop+FAQs

24/7 Policies and Procedureshttp://questionpoint.pbwiki.com/247-Policies

Best Practices for 24/7 Reference Sessions:

http://questionpoint.pbwiki.com/247-Best-Practices

QP Blog: http://questionpoint.blogs.com/