Ask A Librarian and QuestionPoint:Integrating Collaborative Digital Reference

in the Real World (and in a really big library)

Ask A Librarian and QuestionPoint:Integrating Collaborative Digital Reference

in the Real World (and in a really big library)

Linda J. WhiteLinda J. WhiteDigital Project CoordinatorDigital Project Coordinator

LIDA 2003LIDA 2003

Linda J. WhiteLinda J. WhiteDigital Project CoordinatorDigital Project Coordinator

LIDA 2003LIDA 2003

American Memory CollectionsAmerican Memory Collections

Millions of Primary Source Materials OnlineMillions of Primary Source Materials Online

Building a Digital ArchiveBuilding a Digital Archive

The Role of LibrariesThe Role of Libraries

•Ensure free and open access to global resources

•Collect knowledge for reference access

•Add value to information on the Internet

•Ensure free and open access to global resources

•Collect knowledge for reference access

•Add value to information on the Internet

While the Tools Have Changed…While the Tools Have Changed…

• … fundamental nature of librarianship has not changed.

• New technology and tools enhance delivery of information

• Skill set evolution necessary

• New business models needed for the virtual environment

• … fundamental nature of librarianship has not changed.

• New technology and tools enhance delivery of information

• Skill set evolution necessary

• New business models needed for the virtual environment

The Challenge for LibrariansThe Challenge for Librarians

• Use traditional strengths to build new programs

• Leverage the community of librarians and libraries

•Redefine the role of librarians and libraries in the Internet age

• Use traditional strengths to build new programs

• Leverage the community of librarians and libraries

•Redefine the role of librarians and libraries in the Internet age

Telephone

“Ask-A” Web forms

Surface Mailand Fax

“Live Chat”

Multiple Communications OptionsMultiple Communications Options

In Person

E-Reference at LCE-Reference at LC

• 1994 - Email support for Online Catalog (LOCIS)

• 1994 - Email support for Web site

• 1995 - Online Reference pilot begins

• 1998 - “Reference in a Digital Age” Conference

• 1998 - American Memory Help Desk

• 2000 - Launch of Collaborative Digital Reference Service (CDRS)

• 2001 - Online Chat Pilot

• 2002 - Ask a Librarian Web reference service

• 1994 - Email support for Online Catalog (LOCIS)

• 1994 - Email support for Web site

• 1995 - Online Reference pilot begins

• 1998 - “Reference in a Digital Age” Conference

• 1998 - American Memory Help Desk

• 2000 - Launch of Collaborative Digital Reference Service (CDRS)

• 2001 - Online Chat Pilot

• 2002 - Ask a Librarian Web reference service

Library of Congress Home PageLibrary of Congress Home PageLibrary of Congress Home PageLibrary of Congress Home Page

QuestionPoint: E -Mail Received via Ask a Librarian W eb form s through the end of 2002

*** Tab le is sorted in descend ing order by Tota l N um ber o f Q uest ions R ece ived by R ead ing R oom (Tota l/R R )

QuestionPoint: E -Mail Received v ia Ask a Librarian W eb form s through the end of 2 002*** T able is s orted in descen din g order by T otal N um ber of Q uest ions R eceived by R eadin g R oom (T otal/R R)

0

1000

2000

3000

4000

5000

6000

A pr M ay Jun Jul A ug Sep O ct N ov D ec

Q ueries R eceived via A sk a L ibrarian W eb form s through the end of 2002 (over 35,000 total across the 22 reading room s)

Q ueries R eceived via A sk a L ibrarian W eb form s through the end of 2002 (over 35,000 total across the 22 reading room s)

Why Do Patrons Ask LC Questions? Why Do Patrons Ask LC Questions?

Educational Levels of LC Patrons Educational Levels of LC Patrons

What LC Patrons AskWhat LC Patrons Ask

Meeting Point of NeedMeeting Point of Need

LC Web Site Hits

1995: 23,772,545

2001: 1,025,276,805

Online Queries

1995: 2,265

2001: 36,500

2002: 35, 000 + (April-Dec)

2003: 19,839 (January –March)

Making the Case for Global Collaborative ReferenceMaking the Case for Global Collaborative Reference

• Meet patrons at point of need• Too much information

– no library can do it all

• Build on strengths• Libraries have always cooperated• Increase our knowledge

– of other collections and experts

• Solve problems – be part of something big

• Address the digital divide

• Meet patrons at point of need• Too much information

– no library can do it all

• Build on strengths• Libraries have always cooperated• Increase our knowledge

– of other collections and experts

• Solve problems – be part of something big

• Address the digital divide

“QuestionPoint provides professional reference service to

users anywhere, anytime, through a collaborative, web based

network of libraries.”

– Mission Statement 2002

“QuestionPoint provides professional reference service to

users anywhere, anytime, through a collaborative, web based

network of libraries.”

– Mission Statement 2002

What is QuestionPoint?What is QuestionPoint?

• Developed by Library of Congress and OCLC

• Software supporting both local and global online reference service

• Local component: web-based question submission forms, email, live chat, and local knowledge-base of Q & A

• Global component: network of reference librarians world-wide, sharing of reference inquiries and automatic “best-fit” routing, global knowledge-base of edited Q & A

• Developed by Library of Congress and OCLC

• Software supporting both local and global online reference service

• Local component: web-based question submission forms, email, live chat, and local knowledge-base of Q & A

• Global component: network of reference librarians world-wide, sharing of reference inquiries and automatic “best-fit” routing, global knowledge-base of edited Q & A

QuestionPointQuestionPoint

Consortium

LibraryLibrary

Library

Public Library

Ask-a Service

Professional Partner

Academic Library

National Library

Special Library

ConsortiumLibrary

Library

Library

Library

QuestionPoint ProfilesQuestionPoint Profiles

• QuestionPoint uses profiles

– rather than seats or simultaneous users

• You can define profiles based on…

– a division

– a single library

– a consortium

• You can associate profiles…

– to create a reference consortia

– to create a Group Reference Network

• QuestionPoint uses profiles

– rather than seats or simultaneous users

• You can define profiles based on…

– a division

– a single library

– a consortium

• You can associate profiles…

– to create a reference consortia

– to create a Group Reference Network

Libraries can use QuestionPoint to…Libraries can use QuestionPoint to…

• Interact

– meet the patrons where they are

• Cooperate

– partner with reference staff and consortia worldwide

• Build

– share resources, experiences and pathways to previously inaccessible expertise

• Manage

– reference services – statistics, surveys, trends

• Interact

– meet the patrons where they are

• Cooperate

– partner with reference staff and consortia worldwide

• Build

– share resources, experiences and pathways to previously inaccessible expertise

• Manage

– reference services – statistics, surveys, trends

Interact - Interact - Customizable Web FormsCustomizable Web FormsInteract - Interact - Customizable Web FormsCustomizable Web Forms

Interact – Interact – Librarian’s Interface in 5 Librarian’s Interface in 5 languages - more in developmentlanguages - more in developmentInteract – Interact – Librarian’s Interface in 5 Librarian’s Interface in 5 languages - more in developmentlanguages - more in development

Interact - Interact - ChatChatInteract - Interact - ChatChat

Interact - Interact - Sample Q & A SetSample Q & A SetInteract - Interact - Sample Q & A SetSample Q & A Set

Interact - Choices in handling a questionInteract - Choices in handling a question

• Assign

• Respond

• Refer

• Add to KB

• Assign

• Respond

• Refer

• Add to KB

Cooperate - Assign LocallyCooperate - Assign Locally

Cooperate - Refer to reference partnerCooperate - Refer to reference partner

• Refer

By Email

To Partner (local)

Best Match (refer to Global Partner)

• Refer

By Email

To Partner (local)

Best Match (refer to Global Partner)

Cooperate - Escalate to the Global NetworkCooperate - Escalate to the Global Network

How Does Routing Work?How Does Routing Work?• Step One - Exclusionary Elements:

• Subject/Geographic

Language

Education Level Served

Weekly Quota Filled

Exclude Group (Optional)

• Step Two - Best Fit Matching:

• Subject / Geographic Subject - 20/20%

Load Balancing - 20%

Availability - 20%

Format Expertise - 10%

Preferred Location of Library - 10%

• Step One - Exclusionary Elements:

• Subject/Geographic

Language

Education Level Served

Weekly Quota Filled

Exclude Group (Optional)

• Step Two - Best Fit Matching:

• Subject / Geographic Subject - 20/20%

Load Balancing - 20%

Availability - 20%

Format Expertise - 10%

Preferred Location of Library - 10%

Where are the Global Partners?Where are the Global Partners?

• Australia

• Canada

• China (People’s Republic)

• Germany

• Netherlands

• Norway

• Slovenia

• Switzerland

• United States

• Australia

• Canada

• China (People’s Republic)

• Germany

• Netherlands

• Norway

• Slovenia

• Switzerland

• United States

Build - Local and Global Knowledge BaseBuild - Local and Global Knowledge Base

Create Resources of Lasting Value The Global Knowledge by Subject Create Resources of Lasting Value The Global Knowledge by Subject

Editorial Guidelines

Knowledge Base WorkflowKnowledge Base Workflow

QP User or other source

InactiveKB

Records

Volunteer Editor

Q & A sets

Active KB

Records

Deleted Records

QPMembers

End Users

Technical SpecificationsTechnical Specifications

• LC/libraries defined requirements

• OCLC custom-designed and built

• Sybase as back-end database management system

• Browsing

• Keyword or advanced search: natural language processor

• LC/libraries defined requirements

• OCLC custom-designed and built

• Sybase as back-end database management system

• Browsing

• Keyword or advanced search: natural language processor

IssuesIssues

• Licensed databases and copyright

• Classification

• Who has access

• Ensuring accuracy

• Language and cultural context

• Time: How much is it worth

• Licensed databases and copyright

• Classification

• Who has access

• Ensuring accuracy

• Language and cultural context

• Time: How much is it worth

Manage - Statistics and trendsManage - Statistics and trends

Manage - Patron SurveyManage - Patron Survey

220 Profiles serving over 300 libraries220 Profiles serving over 300 libraries

QuestionPoint: Growth Report QuestionPoint: Growth Report

What’s Next for QuestionPoint?What’s Next for QuestionPoint?

• Establish 24/7 coverage

• Increase Internationalization

• Achieve system integration

• Adopt standards

• Get input from other libraries

• Add document delivery

• Train and develop staff

• Establish 24/7 coverage

• Increase Internationalization

• Achieve system integration

• Adopt standards

• Get input from other libraries

• Add document delivery

• Train and develop staff

Lessons Learned

Lessons Learned

1. The Vision thing ….1. The Vision thing ….

2. Obtain Staff Buy in2. Obtain Staff Buy in

3. Rethink Reference3. Rethink Reference

4. Form Staff Working Groups4. Form Staff Working Groups

5. Increase Professional Development5. Increase Professional Development

6. Develop Standards6. Develop Standards

7. Adopt Best Practices and Guidelines7. Adopt Best Practices and Guidelines

8. Find Out What Patrons Want8. Find Out What Patrons Want

9. Trust Other Institutions 9. Trust Other Institutions

10. Think Globally, Act Globally!10. Think Globally, Act Globally!

www.questionpoint.org

www.loc.gov/rr/askalib

Linda J. White lwhi@loc.gov