QuestionPoint Worldwide Cooperative

Reference

QuestionPoint Worldwide Cooperative

Reference

ICOLC MeetingSeptember 19, 2002

Paul Cappuzzello, West Region Manager cappuzzp@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

OverviewOverview

• 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 SolutionThe 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 VisionQuestionPoint Vision

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

GlobalGlobal

Your group referenceNetworks (branches, consortial)

Your group referenceNetworks (branches, consortial)

Commercial services

(Ask-A Services)

Commercial services

(Ask-A Services)

Subject Based

Networks

(law,medical)

Subject Based

Networks

(law,medical)

RegionalNetwork

s(state,

National)

RegionalNetwork

s(state,

National) Your library reference staffYour library

reference staff

Reference ProfessionalReference Professional

PatronPatron

A Cooperative ModelA Cooperative Model

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

• 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 QuestionPointWhat 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 QuestionPointWhat 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 QuestionPointWhat 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

QuestionPoint Global ComponentQuestionPoint Global Component

KnowledgeKnowledgeBaseBase

Question Question ManagementManagement

CommunicationCommunication OptionsOptions

ProfileProfileInformationInformation

QuestionPoint Local/Regional ComponentQuestionPoint Local/Regional Component

KnowledgeKnowledgeBaseBase

Question Question ManagementManagement

CommunicationCommunication OptionsOptions

The QuestionPoint SystemThe QuestionPoint System

ProfileProfileInformationInformation

QuestionPointLocal/Regional ComponentQuestionPointLocal/Regional Component

Your ReferenceGroup

InstitutionRef Lib Ref Lib

Local Local KBKB

Local Local KBKB

PatronPatron

Global Global KBKB

Global Global KBKB

Profiled Inst 1Profiled Inst 1

Question Assignment:In Your Library

Ref LibRef LibRef LibRef Lib

Patron-Library

Communication

Walk in/PhoneWeb Form

EmailChat

Voice*Video

Patron-Library

Communication

Walk in/PhoneWeb Form

EmailChat

Voice*Video

Ref LibRef Lib

Ref LibRef Lib

Ref LibRef Lib

Ref LibRef Lib

Institution

Ref LibRef LibRef LibRef Lib

QuestionPointGlobal ComponentQuestionPointGlobal Component

Local/Regional Solution

Submit question to global componentSubmit question to global component

Question answeredQuestion answered

Global Knowledge BaseGlobal Knowledge Base

Profile InformationRefRefLibLib

RefRefLibLib

RefRefLibLib

RefRefLibLib

RefRefLibLib

Request ManagerRequest Manager

Global AdministrationQ & A Editing

Profile Profile Profile

Global SolutionGlobal Solution

QuestionPoint’s Functional HighlightsQuestionPoint’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 ContributionGovernance 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 PricingQuestionPoint 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 PricingQuestionPoint Pricing

Subscribers Global Network

Local/Group Network & Global Network

Local/Group & Global w/ enhanced comm.

Contributing Subscriber

$1,700 $2,000 $4,000

Non-contributing 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…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

DemonstrationInteracting With Your Users

DemonstrationInteracting With Your Users

PatronPatronPatronPatronPatronPatronPatronPatron

PatronPatronPatronPatron

Call Now

Shot of Accept Call

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

Cooperating With OthersCooperating With Others

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

Defining Your ProfileDefining Your Profile

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

Building and Using the Knowledge Base

Building and Using the Knowledge Base

LibrarianLibrarianLibrarianLibrarian

Librarian – simple search on William ShakespeareLibrarian – simple search on William Shakespeare

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

LibrarianLibrarianLibrarianLibrarian

Managing Your Reference Service

Managing Your Reference Service

QuestionPoint BenefitsQuestionPoint BenefitsEnables 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 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