Collaborative Electronic Collaborative Electronic ReferenceReference

ByBy

Hal HarmonHal Harmon

Electronic/Digital ReferenceElectronic/Digital Reference

Joseph Janes defines electronic or Joseph Janes defines electronic or digital referencedigital reference as, “the use of as, “the use of digital technologies and resources to digital technologies and resources to provide direct, professional provide direct, professional assistance to people who are seeking assistance to people who are seeking information, wherever and whenever information, wherever and whenever they need it.” they need it.”

Why Collaborative?Why Collaborative?

Collaborative Digital Reference Collaborative Digital Reference provides many benefits:provides many benefits:

• Allows institutions to share information Allows institutions to share information and resourcesand resources

• Expand Hours of ServiceExpand Hours of Service• Provides access to a larger collection of Provides access to a larger collection of

knowledgeknowledge

Three Examples of Collaborative Three Examples of Collaborative Electronic ReferenceElectronic Reference

LOC CDRS/QuestionPoint LOC CDRS/QuestionPoint ProgramProgram

ListservsListservs AskA Services – Virtual Reference AskA Services – Virtual Reference

DeskDesk

CDRS/QuestionPointCDRS/QuestionPoint

Collaborative Digital Reference Collaborative Digital Reference Services – started as a pilot in 2000 Services – started as a pilot in 2000 as a means to share information and as a means to share information and resources among institutionsresources among institutions

All types of Libraries involved, with All types of Libraries involved, with worldwide participationworldwide participation

Pilot ended in 2002, replaced by the Pilot ended in 2002, replaced by the LOC/OCLC joint venture LOC/OCLC joint venture QuestionPointQuestionPoint

QuestionPoint ServicesQuestionPoint Services

Consists of 2 Basic Elements:Consists of 2 Basic Elements:• A Reference Management System – A Reference Management System –

can provide and manage AsK-A-can provide and manage AsK-A-Librarian servicesLibrarian services

• A Cooperative Service – from local to A Cooperative Service – from local to global participating libraries and 24/7 global participating libraries and 24/7 live chatlive chat

QuestionPoint FeaturesQuestionPoint Features Filing, tracking, and managing Web-delivered questions from Filing, tracking, and managing Web-delivered questions from

patrons patrons Linking tools for insertion on local library Web sites for Linking tools for insertion on local library Web sites for

customizable, locally branded access to the QuestionPoint service customizable, locally branded access to the QuestionPoint service Web-based question-submission forms, e-mail interaction, and live Web-based question-submission forms, e-mail interaction, and live

chat service chat service Automatic routing of questions using a request manager to other Automatic routing of questions using a request manager to other

library staff locally, to other libraries in consortia or cooperatives, library staff locally, to other libraries in consortia or cooperatives, and/or to appropriate libraries in the Global Reference Network and/or to appropriate libraries in the Global Reference Network

Identification of appropriate library strengths for such routing Identification of appropriate library strengths for such routing through matching metadata on questions with automated profiles through matching metadata on questions with automated profiles of library resources, expertise, availability of staff, etc. of library resources, expertise, availability of staff, etc.

Integration of QuestionPoint services with alternative service Integration of QuestionPoint services with alternative service providers and the resources that local libraries use providers and the resources that local libraries use

Construction and sharing of a global knowledge base of asked and Construction and sharing of a global knowledge base of asked and answered reference questions with full, maintained sourcing answered reference questions with full, maintained sourcing

ListservsListservs

Allows librarians to share difficult Allows librarians to share difficult questions with others librarians and questions with others librarians and come up with answerscome up with answers

Janes recommends Stumpers-L as a Janes recommends Stumpers-L as a reputable listserv run out of reputable listserv run out of Dominican UniversityDominican University

AskA Services/VRDAskA Services/VRD

Ask-A-Expert – Specialized Q&A help Ask-A-Expert – Specialized Q&A help for patronsfor patrons

The Virtual Reference Desk Network The Virtual Reference Desk Network allows various AskA services to share allows various AskA services to share expertiseexpertise

Redirect questions outside of the Redirect questions outside of the realm of specialtyrealm of specialty

If that fails a VRD information If that fails a VRD information specialist will answer questionspecialist will answer question

The future is full of possibilities for The future is full of possibilities for collaborative electronic reference.collaborative electronic reference.