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Transcript of E:\Presentations From Speakers\Judy Still Qp Co Fhe2010
Using virtual reference to improve the student experience
a QuestionPoint case study
Using virtual reference to improve the student experience
a QuestionPoint case study
Susan McGlameryQuestionPoint product manager
Judy StillAccount Manager, FE sectorOCLC
How do people find information?How do people find information?
Reference challenges libraries faceReference challenges libraries face
Make the library the first choice for high-quality reference service
Reach new users
Serve users where they are
Expand reference availability
Increase library’s visibility and web presence
Trends in Reference ServicesTrends in Reference Services
Meeting Users:
• Any Way they choose to communicate
• Any Where they have a question
• Any Time they need to ask
Managing Technology to meet these needs
Many channels, one reference service…Many channels, one reference service…
QuestionPoint Community QuestionPoint Community
•Over 2,200 libraries
•In 30 Countries, most recently: Italy, Peru, Serbia
•More than 1,500 in 24/7 Reference Cooperative (411 in Academic Coop)
•20,000+ records in Global Knowledge Base, in 11 languages
UK LibrariesUK Libraries
National Libraries•British Library
•National Library of Scotland
•National Library of Wales
Enquire (UK public libraries)
AskScotland
UniversitiesAnglia Ruskin University
Edinburgh University
Huddersfield University
Kings College London
Lancaster University
Liverpool University
University of Birmingham
University of East London
University of West England
Wolverhampton University
Example: student asks a question via chatExample: student asks a question via chat
Email formsEmail forms
Chat form - simpleChat form - simple
Chat with viewportChat with viewport
User View – Chat sessionUser View – Chat session
Adding Reference Services in eLearning EnvironmentsBlackboard Patron ViewAdding Reference Services in eLearning EnvironmentsBlackboard Patron View
•“Since the launch of the Qwidget, virtual reference queries have risen by almost 300%”
•10,319 queries from users during the 2008/9 school year
•“The library’s profile within and without the university has been enhanced and students are more satisfied with the library’s reference service.”
Qwidget – when librarians are offlineQwidget – when librarians are offline
University of Washington: http://www.lib.washington.edu/ University of Washington: http://www.lib.washington.edu/
Pop Up Qwidget Pop Up Qwidget
Qwidget in WorldCat LocalQwidget in WorldCat Local
Qwidget on iPhone and Android phonesQwidget on iPhone and Android phones
User goes to library’s web page using a mobile device.
The Qwidget is replaced by a button inviting user to click to
launch optimized Qwidget
Bookmarking the Mobile QwidgetBookmarking the Mobile Qwidget
Available in some mobile devices (e.g. iPhone, Palm, Android)
Bookmarked webpages emulates the appearance of an app on user’s home screen (it is not a downloaded app, it is a quick link)
Multiple Qwidgets can co-exist on user’s Home Screen, as each icon is a link to a particular library’s Qwidget.
Qwidget in FacebookQwidget in Facebook
Libraries can create a Qwidget Application on their “Fan” pages
User clicks on Go to Application …
Student adds Qwidget as bookmarked application (on the student’s own page)
Student adds Qwidget as bookmarked application (on the student’s own page)
QuestionPoint ComponentsQuestionPoint Components
Base Management Environment (BME):
• webforms, chat forms, chat widget (Qwidget)
• Referral and cooperative options
• Local Knowledgebase
• Access to Global Knowledgebase and Global Reference Network
• 1 chat queue (additional chat queues can be purchased)
Service Unit Profile (SUP):
• Collection point for statistics, policy information, scripted messages, web forms
• Each library or unique service point (homework help, etc) should have its own SUP
QuestionPoint componentsQuestionPoint components
QuestionPoint Configuration OptionsQuestionPoint Configuration Options
One library needs 1 BME, 1 SUP
A group of 10 libraries who agree to share a chat queue: 1 BME, 10 SUPs
A group of 10 libraries, each of which wants its own unique chat service: 1 BME, 10 SUPs, 10 chat queues
A group of 10 libraries that agree to work cooperatively and share a chat queue for general questions, but also offer a unique service (e.g., homework help): 1 BME, 10 SUPs, 2 chat queues
QuestionPoint enables CooperationQuestionPoint enables Cooperation
Students choose: email or QwidgetStudents choose: email or Qwidget
By subjectBy subject
Cooperative Reference: Chasing the SunCooperative Reference: Chasing the Sun
Answers Anytime: 24/7 ReferenceAnswers Anytime: 24/7 Reference
Enquire: UK public librariesEnquire: UK public libraries
National portalNational portal
Links also at individual librariesLinks also at individual libraries
Be there when they need youBe there when they need you
Coverage around the clock
• Expand hours of service without adding staff
• Failsafe coverage
Staffed by librarians like you
• 2 Cooperatives: Public and Academic
Over 1,500 libraries in the U.S. and U.K.
English language 24/7Spanish language: over 140 hours per week
How Do They Know?Answering on behalf of other librariesHow Do They Know?Answering on behalf of other libraries
Library Policy Pages
Scripted Messages
Communication:
Conference/Transfer
IM
Follow Up/ Referral of session transcripts
Quality controlQuality control
•24/7 Reference policies and procedures
•Session Review
•Quality Control
•QP Blog: Quality Tips posted weekly
•Training sessions for Coop librarians
Why 24/7?Why 24/7?
27% 27%
33%
0%
5%
10%
15%
20%
25%
30%
35%
1
2006
2007
2008
Percentages of AskAway patron questions asked before 9am and after 9pm, standard library hours
Importance of 24/7 coverageImportance of 24/7 coverage
Percentages of AskAway patron questions asked before 9am and after 6pm, typical small library hours
42%37%
48%
0%
10%
20%
30%
40%
50%
60%
1
2006
2007
2008
Working in groups: Referral optionsWorking in groups: Referral options
For more information:For more information:
www.oclc.org/questionpoint
www.questionpoint.org
Susan McGlamery, QuestionPoint senior product manager
Librarian view: logging into QuestionPointLibrarian view: logging into QuestionPoint
Queue SelectionQueue Selection
You may select one or all queues listed, depending on your monitoring schedule
Launching ChatLaunching Chat
When monitoring chat you can:
Review your queues
Change your settings
Access help at any time
Librarian picks up patron – Moves from New to My Active TabLibrarian picks up patron – Moves from New to My Active Tab
Librarian Chat View – Scripted messagesLibrarian Chat View – Scripted messages
Librarian Chat View – Scripted URLsLibrarian Chat View – Scripted URLs
Select a URL from the scripted list or type a URL in the form
URLs can be previewed before being sent to the user by clicking on the preview link
Patron Chat View – Librarian sends a web pagePatron Chat View – Librarian sends a web page
Links are part of the transcript sent to the patron at the end of the session
Librarian Chat View –Policy Pages and Librarian notesLibrarian Chat View –Policy Pages and Librarian notes
Each library completes a policy page so that all local information is easily available to monitoring libraries.
Notes are part of the transcript but NOT viewable to the patron
Policy PagePolicy Page
Ending ChatEnding Chat
Patron Feedback – Optional SurveyPatron Feedback – Optional Survey
Integrated question management: chat, email, Qwidget sessions Integrated question management: chat, email, Qwidget sessions
Chat
Qwidget
Full Question View: AssignmentFull Question View: Assignment
Assignment of web form sessions can be done automatically or manually.
Referral – partners and subscription groupsReferral – partners and subscription groups
Answering the questionAnswering the question
Knowledge Management ResourcesKnowledge Management Resources
Librarians can add:
KB Answers
Scripts
Attachments
Patron Access to Knowledge BasesPatron Access to Knowledge Bases
ReportsReports
Coop GuidelinesCoop Guidelines
24/7 Policies and Procedures
http://wiki.questionpoint.org/247-Policies
Best Practices for 24/7 Reference Sessions:
http://wiki.questionpoint.org/247-Best-Practices
24/7 Cooperative: Learn More24/7 Cooperative: Learn More
FAQs about the Cooperativehttp://questionpoint.pbwiki.com/24+7+Coop+FAQs
24/7 Policies and Procedureshttp://questionpoint.pbwiki.com/247-Policies
Best Practices for 24/7 Reference Sessions:
http://questionpoint.pbwiki.com/247-Best-Practices
QP Blog: http://questionpoint.blogs.com/