Current Online Information Ecology

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Virtual Reference Making it Work For You
IAUTL June 2002 Michelle Cadoree, Library of
Congress
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The Knowledge Challenge

• Exponential growth of resources
• New researchers with new needs and expectations
• New opportunities
• Going where the users are

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Multiple Communications Options
Telephone
Walk-in Patrons
Surface Mail/Fax
Chat
Ask-A Web forms
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While The Tools Have Changed, The Work Has Not

• Fundamental nature of librarianship has not
  changed
• New technology tools to enhance delivery of
  information
• Skill set evolution is necessary to adapt to new
  environment

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The Challenge for Librarians

• Use traditional strengths to build new programs
• Leverage the community of librarians and
  libraries worldwide
• Acquire new skills
• Redefine the role of librarians and libraries in
  the Internet age

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QuestionPoint provides professional reference
service to users anywhere, anytime, through a
collaborative, web based network of libraries.
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Members
National Libraries
Consortia
Academic Libraries
Professional Assn.
Public Libraries
QuestionPoint
Unaffiliated Experts
ASK-A Services
Partners
Special Libraries
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QuestionPoint is a Web-based LC-OCLC co-branded
service that

• supports a local component including web-based
  question submission forms, live chat and
  sophisticated tracking and reporting tools
• enables librarians in a cooperative to refer
  questions to each other based on expertise and
  resource availability
• enables librarians to refer questions to the
  global network for answer
• provides access to the global archive of QA

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QuestionPoint Terminology

• Users libraries or consortia that agree to
  terms of service
• Member Profile Database Data that uniquely
  define participants
• Best Match Algorithm automated routing to member
  libraries
• Knowledge Base Edited Q A archive
• Service Level Agreement scope of the a members
  services

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HowDoes ItWork?

• 
  

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QuestionPoint Process
Patron access via institution web pages
Library
Local/Regional
Library
Consortium A
Library
Local KB
Individual Library
Global KB
Global Only Library
Library
Global Only Library
Consortium B
Library
Global Only Library
Library
Library
Global
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The GlobalProcess
Member Profile
Member Profile
Member Profile
SEND QUESTION
GET QUESTION
REQUEST MANAGER
Requesting Library Patron
Answering Library Librarian
NOTIFICATION
NOTIFICATION
SEND ANSWER
GET ANSWER
EDITED Q A
Traditional and Online Resources Catalogs,
Web Resources, Print Resources, Subject
Specialists
Knowledge Base
ILL, Document Delivery
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How Does Routing Work?

• Step One - Exclusionary Elements
• Education Level Served
• Weekly Quota Filled
• Step Two - Best Fit Matching
• Subject 30
• Geographic Area 20
• Load Balancing 20
• Availability 20
• Format Expertise 10

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Member Profiling
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Member Profiling
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Sample Q A Set
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(No Transcript)
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Knowledge Base Global and Local

• Editorial Board
• Guidelines
• Copy editing, link checking
• Add subjects and keywords for enhanced searching
• Protect confidentiality
• Flag need for later review
• Volunteer editors from membership

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QuestionPoint Member Benefits

• Extend traditional reference services
• 24x7 service
• Access to virtual collections
• Access to subject/language specialists worldwide
• Web-based (no software)
• Unlimited seats
• Levels of customization
• Enable access to total solution
• Participate in something big
• Develop digital reference best practices

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QuestionPoint Advisory Board

• LC and OCLC co-chair
• QuestionPoint members on board represent variety
  of library types
• Current Sub-Committees to address
• Legal
• Membership
• Implementation
• Best practices

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Global Expansion Issues

• Language, literacy, and regional context
• Accessibility and infrastructure
• Cultural political sensitivities
• Digital divide
• Intellectual property and service constraints
• Trade agreements

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Whats Next?
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Timeline

• Where weve been . . .
• LC pilot start up (98-00)
• LC-OCLC initial partnership (01)
• Where we are
• LC-OCLC phase 2 partnership
• Version 1.0 Beta Test (March-May 02)
• Where were going . . .
• Version 1.0 release (June 02)
• NISO Standards Committee (ongoing)

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QuestionPoint Future . .

• Interoperability among reference networks and
  between local services and global network
• Automated routing at the local level
• Off-hours and supplemental coverage
• Batch import of local KBs (recon)
• Public access to global network

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• http//www.questionpoint.org/
• http//www.loc.gov/cdrs/