Ms. Jin Hongya

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Digital Reference Service and Library
Cooperation a case study of the Shanghai
Library CORS

• Ms. Jin Hongya
• Shanghai Library
• hyjin_at_libnet.sh.cn

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Topic

1. An Overview of Shanghai Library CORS
2. The Operating Pattern of CORS
3. The Service Mode of CORS
4. The Cooperation Framework of CORS

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1. Overview of Shanghai Library CORS

• CORS, Collaborative Online Reference Services, a
  virtual reference service of Shanghai Library,
  was initiated in June 2001 and has been gaining
  popularity both home and abroad.
• To kick off the virtual reference services
  via the CORS, Shanghai Library teamed up 17
  experts from university and academic libraries of
  the city.

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Aim of the CORS at its inception

• To realize expertise and resources sharing of the
  citys libraries
• To provide one-stop reference services by taking
  advantage of the Internet
• To provide readers with professional and
  research-oriented reference services.

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Reference services covering various disciplines

• The disciplines involve pharmacy, textiles,
  electronics, auto mobiles, chemical engineering,
  computer technologies, English American
  literatures, linguistics, library and information
  sciences
• Experts working together are skillful and have
  long years of experience in offering reference
  services
• Replies are given in two working days after the
  enquiries received.

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Figures and facts (by May 2006)

• 14,953 questions have been answered and 9,925
  questions recorded in the CORS database
• Altogether 98 experts working for CORS, among
  them 8 are staff of overseas libraries, 42 are
  domestic librarians and 48 are working staff of
  Shanghai Library
• In partnership with ten libraries, 4 of them are
  located overseas
• 24/7 Reference is a round-the-clock reference
  cooperative and service that allows library
  patrons to ask questions and get answers from
  qualified reference staff on the Internet
• CORS offers real-time reference service
  900--1100am 200--400pm (Beijing Time)
  everyday
• Every question (off -line) is answered in no
  more than 20 hours.

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2?The Operation Pattern of CORS

• Multi-level reference services
• Services are available 24/7, and all year long.
• Specialty questions handled by special
  professionals.
• Mechanism of quick answer
• To save time for readers for getting answers.
• Mechanism of supplemental answer
• To provide answers as seamlessly as possible.
• Combination of real-time and off-line reference

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3?The Service Mode of CORS

• Quick answer
• Questions are answered within 24 hours.
• Questions are answered by experts.
• Maximum time for question answer48 hours (2
  working days).
• Readers can select an expert to fit their
  respective needs.
• FAQ
• Answers to the most frequently asked questions
  can be found at CORS web site .
• Searching through CORSs database
• Resources related to similar questions can be
  repetitively utilized.
• Real-time reference services in regular hours.

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4?The Cooperation Framework of CORS

• Expertise and library resources sharing by
  working with experts of other libraries, home and
  abroad
• Virtual reference platforms of different
  libraries inter-linked with each other, by which
  remote services become possible.
• Inter-library cooperation and customized,
  independent services oriented to readers of
  different regions.
• Developing cooperation around special topics to
  serve professional groups.
• Services across boundaries to Chinese-speaking
  readers around the world.

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Expertise and library resources sharing by
working with experts of other libraries, home and
abroad.
Reference librarian from Library of the Second
Medical University of Shanghai
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Virtual reference platforms of different
libraries inter-connected with each other, by
which remote services are realized.
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Inter-library cooperation and customized,
independent operations oriented to readers of
different regions.
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Reference services across the boundaries
oriented to Chinese speakers around the world.

• Library of Lingnan University, the Hong Kong
  S.A.R.
• Central Library of Macao
• University of Macao Library
• National Library Board, Singapore
• Queens Borough Public Library of New York, U.S.A

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Online Chinese Reference Services of Queens
Public Library entered into partnership with
Shanghai Library in June, 2006
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• Thank you!

Shanghai Library Institute of Scientific
Technical Information of Shanghai www.library.sh.c
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