Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
QuestionPoint Worldwide Cooperative Reference ICOLC Meeting September 19, 2002 Paul Cappuzzello, West Region Manager [email protected] Reference 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 Overview • • • • • What is QuestionPoint? What does it do for me and my users? How do I use it? Pricing? What’s coming in the future? The QuestionPoint Solution • • • • • • Collaborative digital reference service Provides professional reference to users Low cost Hosted at OCLC No software to install Began as CDRS project – Library of Congress, OCLC, and library pilots with INCOLSA and METRO library groups – Built by librarians—for librarians QuestionPoint Vision • Help libraries provide professional reference service to users anywhere, anytime, through collaborative, webbased networks of libraries. A Cooperative Model Commercial services (Ask-A Services) Regional Networks (state, National) Reference Professional Patron Your library reference staff Your group reference Networks (branches, consortial) Global Subject Based Networks (law, medical) QuestionPoint Participants National Libraries Professional Associations Consortia QuestionPoint Academic Libraries Partners Public Libraries Special Libraries Ask-A Service QuestionPoint Advantages • Management and reporting support – Customize the interface – Create statistical reports – Manage user accounts with Q&A tracking • • • • Local & global knowledge bases Expanded access to varied expertise Chat and e-mail capability Enhanced communications – – – – – Browser sharing Document sharing Video or static picture to personalize library Persistent button And soon Voice over IP • Integrates with other forms of reference What you can do… with QuestionPoint • Provide locally branded & customizable reference service using web forms, email, and chat interaction with users • Receive, respond to, track & manage users’ questions • Route questions to peers locally & worldwide • Receive quality answers quickly using peers and local & global knowledge bases What you can do… with QuestionPoint • Link your existing ask-a-librarian services to QuestionPoint • Increase your library’s visibility • Market to users with “persistent help button” on third-party web sites • Complement existing bibliographic instruction program What your users can do… with QuestionPoint • Get quality and reliable information from trusted sources • Chat and e-mail with you to get immediate information • Share applications with you to gain from your experience • Track and review their previously asked questions The QuestionPoint System QuestionPoint Local/Regional Component Question Management Knowledge Base Profile Information Communication Options QuestionPoint Global Component Question Management Knowledge Base Profile Information Communication Options QuestionPoint Local/Regional Component Profiled Inst 1 Patron-Library Communication Patron Walk in/Phone Web Form Email Chat Voice* Video Question Ref Lib Ref Lib Assignment: In Your Library Your Reference Group Institution Ref Lib Ref Lib Ref Lib Ref Lib Ref Lib Institution Ref Lib Local KB Ref Lib Global KB Ref Lib QuestionPoint Global Component Local/Regional Solution Submit question to global component Question answered Global Solution Request Manager Profile Information Ref Lib Ref Lib Profile Ref Lib Profile Ref Lib Ref Lib Profile Global Administration Q & A Editing Global Knowledge Base QuestionPoint’s Functional Highlights • Interact – Work with your users on their terms using the most appropriate technologies & practices • Cooperate – Leverage expertise and availability of your peers • Build – Create shared resources, experiences & community • Profile – Define your form of participation, availability, and expertise within the reference groups • Manage – Identify trends by statistics, establish your brand with your patrons, track service metrics Governance and Contribution • LC and OCLC serve as organizing stewards • Members on Advisory Board represent variety of library types (libraries, museums, state organizations, reference services…) • Sub-committees address areas of – – – – Legal Membership Implementation Best practices • Contribution – Answering questions from Global Reference Network – Adding completed Q&A to Global Knowledge Base – Editing Q&A in the Global Knowledge Base QuestionPoint Pricing • Annual subscription model based on “profiles” – – – – A profile = a node on the global network Reference “consortia” created by associating profiles Unlimited use Packages • Global Network Access • Local/Group Reference Network & Global Network Access • Enhanced Communications • Starting as low as $1,700 per profile/year – Discounts for contribution & consortia – International pricing available QuestionPoint Pricing Subscribers Global Network Local/Group Network & Global Network Local/Group & Global w/ enhanced comm. Contributing Subscriber $1,700 $2,000 $4,000 Noncontributing Subscriber $2,000 $2,400 $4,800 Discounts Global Network Local/Group Network & Global Network Local/Group & Global w/ enhanced comm. 1-5 Profiles 0% 0% 0% 6-10 Profiles 10% 10% 10% 11-20 Profiles 15% 15% 15% 21-30 Profiles 30% 30% 30% 31-40 Profiles 40% 40% 40% 40+ Profiles Custom Quote Custom Quote Custom Quote The Future… • Voice over IP • 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 Demonstration Interacting With Your Users Patron Patron Patron Call Now Shot of Accept Call Librarian Librarian Cooperating With Others Librarian Librarian Librarian Librarian Defining Your Profile Librarian Librarian Librarian Librarian Building and Using the Knowledge Base Librarian Librarian Librarian – simple search on William Shakespeare Librarian Librarian Managing Your Reference Service QuestionPoint Benefits Enables libraries to Take 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 anytime, anywhere 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