QuestionPoint and the Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White...
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Transcript of QuestionPoint and the Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White...
QuestionPoint and the Library of CongressQuestionPoint and the Library of Congress
FEDLINK Fall OCLC Users Group Meeting
Linda J. WhitePublic Service Collections
Library of Congress
FEDLINK Fall OCLC Users Group Meeting
Linda J. WhitePublic Service Collections
Library of Congress
LC Goes DigitalLC Goes Digital
• 1990 - Internet connection established
• 1992 - First online exhibition
• 1993 - Library begins answering email inquiries
• 1993 - Internet access to Online Catalog
• 1994 - First Library of Congress Web Site
• 1995 - American Memory Digital Collections
• 1995 - THOMAS Legislative Web Site
• 2000 - America’s Library Website
• 2002 - Ask a Librarian Service
Point of NeedPoint of NeedLC web site hits
1995: 23,772,545
2001: 1,025,276,805
Online Queries
1995: 2,265
2001: 36,500
2002: + 45,000 (est.)
The Current ContextThe Current Context
• Exponential growth of resources: websites, electronic databases, print materials
• New audiences with new needs and expectations
• Appearance of “Ask A” services
• Mandate to go where users are
• New opportunities
Daniel GreensteinChronicle of Higher Education, 10/3/02
Daniel GreensteinChronicle of Higher Education, 10/3/02
“The real change is a cultural one and it’s deep. Users are telling us it’s all about access, and libraries are all about ownership, and this is a problem. Users are telling us that the place doesn’t matter.”
“The real change is a cultural one and it’s deep. Users are telling us it’s all about access, and libraries are all about ownership, and this is a problem. Users are telling us that the place doesn’t matter.”
While the Tools Have Changed…While the Tools Have Changed…
• Fundamental nature of librarianship has not changed
• New technology and tools enhance how we can deliver the information
• Skill set evolution is necessary to adapt to the new environment
The Challenge for Librarians…The Challenge for Librarians…
• Use traditional strength to build new programs
• Leverage the community of libraries and librarians worldwide
• Acquire new skills as needed
• Redefine the role of libraries and librarians in the Internet age
Why the Library of Congress?Why the Library of Congress?
• History of collaboration and networking
• Serve multiple audiences
• Standards development
• Innovation in new technology
• World’s largest repository
• Conveners of conferences on the state of librarianship
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
Telephone
“Ask-A” Web forms
Surface Mailand Fax
“Live Chat”
Multiple Communications OptionsMultiple Communications Options
In Person
We wondered …
What if all of these communication tools
could be integrated and managed centrally…?
We wondered …
What if all of these communication tools
could be integrated and managed centrally…?
QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web based network of libraries.
QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web based network of libraries.
What is QuestionPoint?What is QuestionPoint?
• Flexible Software supporting both local and global online reference service
• Developed by Library of Congress and OCLC
• Local component: web-based question submission forms, live chat, and local knowledge-base of Q & A
• Global component: network of reference librarians world-wide, sharing of reference inquiries and “best-fit” routing, global knowledge-base of edited Q & A
MembersMembers
AcademicAcademicLibrariesLibraries
NationalNationalLibrariesLibraries ConsortiaConsortia
SpecialSpecialLibrariesLibraries
UnaffiliatedUnaffiliatedExpertsExperts
ASK-AASK-AServicesServices
PublicPublicLibrariesLibraries
PartnersPartners
Professional Professional Assn.Assn.
QuestionPoint
Global
Local/RegionalConsortium
A
LibraryLibrary
Library
Local KB
Patronaccess
viainstitution web pages
Individual Library
ConsortiumB
Library
Library
LibraryGlobal Only
Library
Global Only Library
Global Only Library
Global KB
Library
QuestionPoint ProcessQuestionPoint Process
The Global Routing ProcessThe Global Routing Process
RequestingRequestingLibraryLibrary
Patron
KnowledgeBase
KnowledgeBase
AnsweringAnsweringLibraryLibrary
Librarian
ILL, DocumentILL, Document DeliveryDelivery
REQUESTREQUESTMANAGERMANAGER
SEND QUESTION
GET QUESTION
NOTIFICATIONNOTIFICATION
EDITEDQ & A
GETANSWER
SENDANSWER
Member Profile
Member Profile Member
Profile
Traditional and Online Resources:
Catalogs, Web Resources, Print Resources,
Subject Specialists
•Step One - Exclusionary Elements: Education Level Served
Weekly Quota Filled
Subject in Profile
•Step Two - Best Fit Matching:Subject 40%
Geographic Area 10%
Load Balancing 20%
Availability 20%
Format Expertise 10%
Routing in the Global Network
Global Knowledge BaseGlobal Knowledge Base• 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
• 2,100 + records edited since December
What’s Next for QuestionPoint?What’s Next for QuestionPoint?
• 24/7 access
• Continue to create models for collaboration
• Internationalization
• voIP, video
• System integration
• Patron access
• Adoption of standards