1. IAUTL June 2002 Michelle Cadoree, Library of Congress Virtual Reference: Making it Work For You

2. The Knowledge Challenge Exponential growth of resources New researchers with new needs and expectations New opportunities Going where the users are

3. Telephone Ask-A Web forms Surface Mail/Fax Walk-in Patrons Chat Multiple Communications Options

4. 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 While The Tools Have Changed, The Work Has Not

5. 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

6. QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web based network of libraries.

7. AcademicLibraries NationalLibrariesConsortia SpecialLibraries UnaffiliatedExperts ASK-AServices PublicLibraries Partners ProfessionalAssn. Members QuestionPoint

8. 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 Q&A

9. 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 member’s services

10. How Does It Work?

11. Global Local/Regional Consortium A Library Local KB Patron access via institution web pages Individual Library Consortium B Library Global Only Library Global Only Library Global Only Library Global KB Library QuestionPoint Process

12. The Global Process RequestingLibrary Patron Knowledge Base Knowledge Base AnsweringLibrary Librarian ILL, Document Delivery Delivery REQUESTMANAGER SEND QUESTION GET QUESTION NOTIFICATION EDITED Q & A GET ANSWER SEND ANSWER Member Profile Member Profile Member Profile Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists

13. 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%

14. Member Profiling

16. Sample Q & A Set

18. 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

19. 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

20. 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

21. Language, literacy, and regional context Accessibility and infrastructure Cultural & political sensitivities Digital divide Intellectual property and service constraints Trade agreements Global Expansion: Issues

22. What’s Next?

23. Timeline Where we’ve 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 we’re going... Version 1.0 release (June 02) NISO Standards Committee (ongoing)

24. 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

25. http://www.questionpoint.org/ http://www.loc.gov/cdrs/