Transcript Presentation slides

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
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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
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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
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Local & global knowledge bases
Expanded access to varied expertise
Chat and e-mail capability
Enhanced communications
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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
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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”
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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)
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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