questionpoint and 24/7 reference update
DESCRIPTION
QuestionPoint and 24/7 Reference Update. Vivien Cook Regional Account Manager OCLC PICA. Physical Reference Model. Patron Population Enter the library with an info need. The Library. Initial Service Point. Budget & Service Management. Specialist Area. Specialist Area. - PowerPoint PPT PresentationTRANSCRIPT
A worldwide library cooperative
OCLC Online Computer Library Center
QuestionPoint and 24/7 Reference Update
Vivien Cook
Regional Account Manager
OCLC PICA
OCLC Online Computer Library Center
Physical Reference Model
Patron PopulationEnter the library with an info need
The Library
Initial Service Point
External Resources – Experts, Consortia, etc.
SpecialistArea
SpecialistArea
Specialist Area
Budget &ServiceManagement
Budget &ServiceManagement
OCLC Online Computer Library Center
Online Reference Model
Online patron populationwith information need
Library/CooperativeGroup
Shared Services
External Resources – Experts, Additional Consortia, Back-up Coverage
Library orSpecialistArea
Library orSpecialistArea
Library orSpecialistArea
Budget &ServiceManagement
Budget &ServiceManagement
Web Site (s)Web Site (s)
SharedKnowledgeBase
SharedKnowledgeBase
• Branding• Chat queues• Web forms• Stats• Scheduling
• Branding• Chat queues• Web forms• Stats• Scheduling
OCLC Online Computer Library Center
A ‘merger’ of two premier reference cooperatives
MCLS and OCLC agree to combine their reference services
24/7 Reference (MCLS)
QuestionPoint (OCLC)
Bringing together a live 24/7, managed reference cooperative and a worldwide reference management platform.
OCLC Online Computer Library Center
LocalLibrarians
24/7ReferenceCoop(Public orAcademic)
Libraries can incorporate:
walk up, phone, fax
email, web forms, chat
Future tech
Customer with info need
Feedback/Survey
Loca
l Li
bra
ry &
Sit
e
CoopLibrarians
GlobalReferenceNetwork
Global
KB
Local KB
ServiceHistory
Adm
inis
trati
on a
nd
Report
ing
- QuestionPointQuestionPoint to meet their users at their point of need. - 24/7 Reference Cooperatives24/7 Reference Cooperatives to guarantee that someone will always be there for their user.
- QuestionPointQuestionPoint to meet their users at their point of need. - 24/7 Reference Cooperatives24/7 Reference Cooperatives to guarantee that someone will always be there for their user.
OCLC Online Computer Library Center
Expanded Reference Suite Elements
Reference Management Service
Base Management Environment
Service Unit Profile
Cooperative Coverage Service
Round the clock live reference staffing support
Back up staffing during peak hours
Access to two cooperative queues: Academic and Public
Access to Subject Experts
OCLC Online Computer Library CenterC
oop
Covera
ge
Refe
ren
ce M
gm
t S
erv
ice
The New Cooperative Reference Service Suite Offerings
24/7
Refe
ren
ce C
oop
era
tives
24/7
Refe
ren
ce C
oop
era
tives
Services• Fail Safe Coverage• Quality Control• Schedule Management• Policy Management• Training• Mentoring• Effective Use
Specialized Subject Expert Services• Law• Medical• Spanish• and more
AcademicCooperative
PublicCooperative
Tools
Tools
Interact Cooperate Build
Glo
bal
Glo
bal
Ref
Netw
ork
Ref
Netw
ork Best Match Routing
L of Congress & On-Call Managed
Cooperative CoverageGroups (Chat, email)Self Managed
Referral PartnersSelf Managed
Manage
OCLC Online Computer Library Center
Reference Management Service Pricing
A library or group of libraries license a Base Management Environment (need single point of billing)
At least one Service Unit Profile per participating library. Able to add on per functional service area.
Base Management Environment Functionality
Interaction tools – chat, email, web form
1 Knowledge Base per Base Management Environment
Group Statistics and Management Tools (e.g. Scheduling)
Service Unit Profile Functionality
Used to describe library or smaller unit’s policies/practices
Reports, usage, and staff management tools for unit
OCLC Online Computer Library Center
Price Code ReviewReference Management Service
Prod Name Price
Base Management Environment
QP Full Service $3500
QP Global Service Only $1000
QP Traditional Profile (Existing QP Only) $2000
Service Unit Profiles
QP Service Unit – up to 5 $750/per
QP Service Unit – up to 10 $500/per
QP Service Unit – 11 or more $350/per
OCLC Online Computer Library Center
Cooperative Coverage Service
Pricing
Cooperative Coverage Fee (based on population served or FTE)
Weekly Staffing Contribution (based on population served or FTE)
Can be billed separately from Reference Management Service, but participants must have Ref Management Service
Services
Managed Scheduling, Quality Control, Policy Management
Failsafe Coverage – always someone there to cover
OCLC Online Computer Library Center
Discounts
Member Discounts for OCLC Cataloging Members (5% off total)
Group Discounts (based on number of Service Unit Profiles)
Libraries (service unit profiles) 1-5
Libraries (service unit profiles) up to 10
Libraries (service unit profiles) 11 or more
OCLC Online Computer Library Center
Options
Global Only Access
Libraries can still subscribe to limited service with access only to the Global Reference Network
Enhanced Communications add-on
Available at the existing per library add-on price
OCLC Online Computer Library Center
Example Implementations
IZUM – Slovenia
Gaelic Consortium – South Africa
Al@din – Holland
Co-East Museums Archives & Libraries
National libraries of Wales, Scotland, the British Library,Royal Library Netherlands
OCLC Online Computer Library Center
OCLC Online Computer Library Center
OCLC Online Computer Library Center
OCLC Online Computer Library Center
A worldwide library cooperative
OCLC Online Computer Library Center
Questions