QuestionPoint Worldwide Cooperative

Reference

QuestionPoint Worldwide Cooperative

ReferenceGeorge S. Ouyang

OCLC Asia Pacific Library Services ExecutiveOuyangg@oclc.org

Asia_pacific@oclc.org

Reference Challenges You’re FacingReference Challenges You’re Facing

• Increase your library’s visibility & web presence

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

• Reach new patrons• Serve patrons where they are• Expand reference availability

Reference Challenges You’re FacingReference Challenges You’re Facing

• Increase your library’s visibility & web presence

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

• Reach new patrons• Serve patrons where they are• Expand reference availability

OverviewOverview

• What is QuestionPoint?• What does it do for me and my

users? • How do I use it?• How do I buy it?• What does the future hold?

The QuestionPoint SolutionThe QuestionPoint Solution

• Collaborative digital reference service • Provides professional reference to users• Low cost• Hosted at OCLC • No software to install• Began as 3 pilot projects

– Library of Congress & OCLC CDRS Project– INCOLSA (Indiana)– METRO (New York City)– Built by librarians—for librarians

The QuestionPoint SolutionThe QuestionPoint Solution

• Collaborative digital reference service • Provides professional reference to users• Low cost• Hosted at OCLC • No software to install• Began as 3 pilot projects

– Library of Congress & OCLC CDRS Project– INCOLSA (Indiana)– METRO (New York City)– Built by librarians—for librarians

QuestionPoint VisionQuestionPoint Vision

• Help libraries provide professional reference service to users anywhere, anytime, through collaborative, web-based networks of libraries.

QuestionPoint VisionQuestionPoint Vision

• Help libraries provide professional reference service to users anywhere, anytime, through collaborative, web-based networks of libraries.

Patron

Reference

Professional

Regional

Networks

(state,

National)

Commercial services

(Ask -A Services)

Subject Based

Networks

(law, medical)

Your group reference

Networks (branches,

consortial)Global

A

Cooperative

Model

A

Cooperative

Model

Your library reference staff

QuestionPoint ParticipantsQuestionPoint Participants

PartnersSpecial Libraries

Public Libraries

National Libraries Consortia

Ask-A Service

Academic Libraries

Professional Associations

QuestionPoint

QuestionPoint ParticipantsQuestionPoint Participants

PartnersSpecial Libraries

Public Libraries

National Libraries Consortia

Ask-A Service

Academic Libraries

Professional Associations

QuestionPoint

QuestionPoint AdvantagesQuestionPoint Advantages• Management and reporting support

– Customize the interface– Create statistical reports– Manage user accounts with Q&A tracking

• Integrates with other forms of reference • Local & global knowledge bases• Expanded access to varied expertise• Chat and e-mail capability• Enhanced communications

– Page pushing– Browser sharing– Document sharing– Video or static picture to personalize library– Voice over IP– Persistent help button

QuestionPoint AdvantagesQuestionPoint Advantages• Management and reporting support

– Customize the interface– Create statistical reports– Manage user accounts with Q&A tracking

• Integrates with other forms of reference • Local & global knowledge bases• Expanded access to varied expertise• Chat and e-mail capability• Enhanced communications

– Page pushing– Browser sharing– Document sharing– Video or static picture to personalize library– Voice over IP– Persistent help button

BenefitsBenefitsEnables libraries toTake the lead as an information provider

increasing visibility and use of libraries & competing with web-based services

Improve service to patrons linking them to subject experts and serving them

Improve efficiency routing questions automatically to experts in libraries across town or around the world

Reduce costs providing affordable subscription pricing to an OCLC-hosted service

Reach new users increasing visibility and use of libraries

BenefitsBenefitsEnables users toGet quality and reliable information. Ask questions and

receive answers from their local library via the Web and to draw on the resources of a global network of expert reference professionals.

Track and review their previously asked questions.

View their question history and the current status of submitted questions via a password- protected and

secure interface.

Profiled Inst 1

QuestionPoint Local/Regional Component-Chat interaction example

Patron

Library web page

Ref Lib Ref Lib

Local KBLocal KB

PatronChatwindow

LibrarianChatwindow

LibrarianChatMonitor

Web sites& databases Call others Look up

In referencesOwn knowledge

Global KBGlobal KB

Local/Regional Component- Web form/E-mail interaction

Patron E-mail or Library web page

Ref Lib Ref Lib Ref Lib

Local KBLocal KB

Patron

Web sites& databases

Call others Look upIn references

Own knowledge

Global KBGlobal KB

Profiled Inst 2Profiled Inst 2Profiled Inst 1Profiled Inst 1Profiled Inst 1 Profiled Inst 1

Ref LibRef LibRef LibRef Lib

Global Knowledge BaseGlobal Knowledge Base

Profiled institutions available for question services

RefLib

RefLib

RefLib

RefLib

RefLib

ProfileProfileDatabaseDatabase

Request ManagerRequest ManagerRoutes to best-fit profiled institutionRoutes to best-fit profiled institution

Request ManagerRequest ManagerRoutes to best-fit profiled institutionRoutes to best-fit profiled institution

Global Administration- Q & A Editing

QuestionPoint Global Component QuestionPoint Global Component LOCAL DIGITAL REFERENCE SOLUTION•QuestionPoint Local/Regional Component•LSSI•Convey•Locally created solution•--------------------------------------Exhausted local knowledge or seeking expertise globally.

LOCAL DIGITAL REFERENCE SOLUTION•QuestionPoint Local/Regional Component•LSSI•Convey•Locally created solution•--------------------------------------Exhausted local knowledge or seeking expertise globally.

Submit question to global componentSubmit question to global component Question answered.Question answered.

QuestionPointQuestionPoint

• With QuestionPoint, you. . .– Use tools like email, web forms, chat, and

page sharing to answer questions as part of a hosted service requiring only a web browser

– Create, profile, and manage local and regional reference groups to handle querying, routing, and answering of patron questions within these groups

– Participate in a global cooperative network of reference librarians for answers to patron questions requiring expertise or coverage unavailable within your local/group network

QuestionPoint (June 2002) QuestionPoint (June 2002)

• With QuestionPoint, you. . .– Build and access shared local and global

knowledge databases comprised of completed and edited Q&As

– Manage user accounts, interface customization, and statistical reporting

DemonstrationDemonstration

QuestionPoint PricingQuestionPoint Pricing

• Annual subscription model– Unlimited use – Packages

• Global Network Access• Local/Group Reference Network & Global Network

Access • (ONCE OFFICIAL) Enhanced Communications Option

• Based on “profiles”– A profile = a node on the global network– Reference “consortia” created by associating

profiles

• Begins at $2,400 per year per profile– Discounts for contribution & consortia

QuestionPoint PricingQuestionPoint Pricing

Subscribers Global Network Local/Group Network & Global Network

Contributing Subscriber

$1,700 $2,000

Non-contributing Subscriber

$2,000 $2,400

Discounts Global Network Local/Group Network & Global Network

1-5 Libraries 0% 0%6-10 Libraries 5% 5%11-20 Libraries 10% 10%20 + Libraries 15% 15%

The Future…The Future…

• Standards-based communication– Interoperability among reference networks and

between local services/global network– NISO Standards Committee AZ for Networked

Reference (ongoing)

• Automated routing at the local level• Off hours and supplemental coverage• Batch import of FAQs• Public access to the global network• Addition/integration with other

communication technologies: one and two-way streaming video, application sharing, and voice over IP

Questions and FeedbackQuestions and Feedback