1. A worldwide library cooperative OCLC Online Computer Library Center Agenda:  Benefits  Integration of the service  Chat and E-mail demonstrations  Cooperation with other libraries  Knowledge Base Demonstration and Discussion  Surveys  Reports QuestionPoint Service Overview and Demo QuestionPoint Training Fly Sheet October 25, 2006

2. OCLC Online Computer Library Center VR OPPORTUNITIES  Engage with your users in the medium where they are seeking information  Reach remote users and new users  Bring librarian expertise to the Web – ‘the mortal in the portal’  Increase your library’s visibility and Web presence

3. OCLC Online Computer Library Center VR OPPORTUNITIES  Form co-operative services to:  Share expertise  Refer questions between libraries  Share capacity  Co-operatively staff a live reference service  Extend availability / service hours  Co-operate across time zones  Offer services when users wish to ask  Local, regional, national, international

4. OCLC Online Computer Library Center WHAT IS QUESTIONPOINT?  An infrastructure of software tools & communications that enables libraries to extend their professional reference assistance to users through digital media A global network of co-operating libraries

5. OCLC Online Computer Library Center Service Statistics  1,000 libraries worldwide subscribe to the service  800 public institutions  200 academic institutions  800,00 patrons worldwide are served  12,000 librarian accounts  72 regions other than the U.S.

6. OCLC Online Computer Library Center Local Librarians 24/7 Ref Backup walk up, phone, fax email, web forms, chat Co-browse app share Customer with info need Feedback/ Survey Local Library & site Coop. Librarians Global Ref Network Administration and Reporting Interact Global KB Local KB Service History Co-operate Build Manage WHAT IS QUESTIONPOINT?

7. OCLC Online Computer Library Center Local Librarians 24/7 Ref Backup INTERACT WITH YOUR USERS walk up, phone, fax email, web forms, t Chat, co-browse Customer with info need Feedback/ Survey Local Library & site Coop. Librarians Global Ref Network Administration and Reporting Interact Global KB Local KB Service History

8. OCLC Online Computer Library Center To interact with patrons:  You need to integrate virtual services into your library’s web presence  Link to chat  Link to web-based e-mail Forms

9. OCLC Online Computer Library Center

10. Interact

11. OCLC Online Computer Library Center Interact

12. OCLC Online Computer Library Center BIBLIOTHEQUE PUBLIQUE D’INFORMATION, PARIS http://www.bpi.fr/ress.php?id_c=30&id_rubrique1=67

13. OCLC Online Computer Library Center BIBLIOTHEQUE PUBLIQUE D’INFORMATION, PARIS http://www.bpi.fr/uploadfile/formulaire.htm

14. OCLC Online Computer Library Center NETHERLANDS Al@din - All Public Libraries http://aladin.bibliotheek.nl/

15. OCLC Online Computer Library Center SLOVENIA http://home.izum.si/IZUM/QP/default.htm

16. OCLC Online Computer Library Center SLOVENIA http://home.izum.si/IZUM/QP/E_form.htm

17. OCLC Online Computer Library Center LIBRARIAN INTERFACE LANGUAGES Three main components:  Increasing number of languages  Translation Partner Program  Translation Process

18. OCLC Online Computer Library Center QP has multi-lingual interface  Dutch  English  French  German  Korean  Slovenian  Spanish  Chinese (simplified)  Chinese (traditional)  Japanese  Expect this to continue to grow as QP is adopted in further countries LIBRARIAN INTERFACE LANGUAGES

19. OCLC Online Computer Library Center LIBRARIAN INTERFACE LANGUAGES  Translation Partner Program  Most of the translations were originally done and are currently maintained through agreements with partner libraries  In a free exchange, libraries supply the translators and labor, while OCLC manages the technical process

20. OCLC Online Computer Library Center LIBRARIAN INTERFACE LANGUAGES  Translation Process  OCLC extracts a coded file and converts it into a word table which is sent to a translator  Translator enters native language equivalents to English terms and phrases and sends the Word file back to OCLC  OCLC covert it back to a coded file and upload it to a preview environment  Translator reviews it and makes corrections  OCLC places the translation into production  For a new translation this cycle usually takes less than 60 days  For updates to an existing translation it takes less than 30 days

21. OCLC Online Computer Library Center Translator puts native terms or phrases here in the Word table. LIBRARIAN INTERFACE LANGUAGES

22. OCLC Online Computer Library Center Chat Demonstration

23. OCLC Online Computer Library Center Launching Flash Chat Each time before you launch Flash Chat, clear your Internet cache: 1.Log onto your browser 2.Click Tools>Internet Options 3.Click the Delete Files button. 4.Click “Delete all offline content.” 5.Click OK.

24. OCLC Online Computer Library Center Launching Flash Chat Before you launch Flash Chat for the first time, configure your browser: 1.Log onto your browser 2.Click Tools>Internet Options 3.Click the Settings button. 4.Click “Every visit to the page.” 5.Set the Temporary Internet files folder to 1 MB. 6.Click OK

25. OCLC Online Computer Library Center Launching Flash Chat Also, before you launch Flash Chat for the first time, choose how you wish to handle Java applications: 1.Log onto your browser 2.Click Tools>Internet Options 3.Click the Advanced tab. 4.Choose either Java (Sun) or Microsoft VM. 5.Click Apply. 6.Click OK. Note: You cannot run both Java (Sun) and Microsoft VM. You must choose one or the other.

26. OCLC Online Computer Library Center Launching Flash Chat

27. OCLC Online Computer Library Center Launch Chat

28. OCLC Online Computer Library Center Launch Chat

29. OCLC Online Computer Library CenterLibrarian Tom du Millier Librarian Patron: Jenny Jones Patron: Workflow Example #1 Workflow Example #1 Pauline chats with one of her patrons

30. OCLC Online Computer Library Center Chat Patron – Jenny Patron – Jenny Submits a chat request

31. OCLC Online Computer Library Center Chat Librarian – Tom Librarian – Tom Picks up chat request

32. OCLC Online Computer Library Center Chat Librarian – Tom Librarian – Tom Picks up chat request

33. OCLC Online Computer Library Center Chat Patron - Jenny Patron - Jenny Jenny’s patron view of the chat session Jenny’s patron view of the chat session Transcript Area Web Frame Text Chat Box

34. OCLC Online Computer Library Center Chat Librarian – Tom Librarian – Tom Uses a script to greet Jenny and let her know that he’s going to do a little research

35. OCLC Online Computer Library Center Chat Librarian – Librarian – Clicks the co-browse button to open the co-browsing monitor

36. OCLC Online Computer Library Center Chat Librarian – Tom Librarian – Tom Co-browses resources with Jenny

37. OCLC Online Computer Library Center Chat Patron – Jenny Patron – Jenny Sees the same page during co-browsing

38. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Conducts a search and shares the results with Jenny

39. OCLC Online Computer Library Center Chat Librarian – Tom Librarian – Tom Points to a specific resource Tom Right-Clicks to place a red arrow next to the resource that he wants Jenny to review.

40. OCLC Online Computer Library Center Chat Patron – Jenny Patron – Jenny Sees the same red arrow

41. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Exits the co-browsing session and returns to his monitor to end the session

42. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Ends the session and assigns follow-up status to the transcript

43. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Closes monitor

44. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Logs onto QuestionPoint

45. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Accesses his New Questions My New Questions list contains all the questions that are New and that have been assigned to you. These questions also appear on your library’s New Questions list.

46. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Displays the transcript on the Full Question screen 12345 You can perform several types of actions on the Full Question screen: 1.Answer the question. 2.Add a librarian note. 3.Add (or change) descriptive codes. 4.Refer the question. 5.Assign the question to a librarian at your library.

47. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Follows up on the transcript by sending an additional answer

48. OCLC Online Computer Library Center Librarian – Tom Librarian – Tom Files the question To Close a question: 1.Click on the Closed option. 2.Click the forward arrow button. 12

49. OCLC Online Computer Library Center Local Librarians 24/7 Ref Backup CO-OPERATE walk up, phone, fax email, web forms, chat video, VoIP, app share Customer with info need Feedback/ Survey Local Library & site Co-op. Librarians Global Ref Network Administration and Reporting Co-operate Global KB Local KB Service History

50. OCLC Online Computer Library Center CO-OPERATE  Why?  Extend your reference resources and expertise  Extend your hours of availability  Provide service in multiple languages  How?  Refer questions – ‘inter-library answering’  Co-operative coverage: co-ordinate shared coverage for questions submitted via web forms and/or for live chat requests  Share a knowledge base of previous questions & answers  Who?  Libraries in the same region or country  Libraries offering service in a particular language  Subject affinity groups such as medical libraries  Libraries worldwide through the QP Global Reference Network

51. OCLC Online Computer Library Center QuestionPoint uses profiles and policy pages to identify and describe each participating library Profiles and policy pages describe libraries’ location and expertise, subjects, languages and resources. The profile can be associated with the Global Reference Network QuestionPoint CO-OPERATE

52. OCLC Online Computer Library Center Define the profile  To unlock group access and management.  To unlock referral options.

53. OCLC Online Computer Library Center Benefits of an active profile Active Profile Access local knowledge base Build local knowledge base Send/receive local referrals Access local knowledge base Build local knowledge base Send/receive local referrals Local Benefits Create groups Join groups Send/receive global referrals Make local group public Create groups Join groups Send/receive global referrals Make local group public Global Benefits

54. OCLC Online Computer Library Center Define Profile (Global benefit)

55. OCLC Online Computer Library Center Define Profile (Global benefit)

56. OCLC Online Computer Library Center ProfileDatabase Request Manager Routes to best-fit profiled institution Request Manager Routes to best-fit profiled institution Routed Question Global Reference Network Define Profile (Global benefit)

57. OCLC Online Computer Library Center Define Profile (Global benefit) You may create a new group and invite others to join or make it public and allow any library to join.

58. OCLC Online Computer Library Center Define Profile (Global benefit) You may join a group for many reasons: size, population served, expertise, or location.

59. OCLC Online Computer Library Center With an approved local profile... You can access a local group knowledge base. You can refer questions to another library in your group. Define Profile (Local benefit)

60. OCLC Online Computer Library Center Define Policy Page

61. OCLC Online Computer Library Center Define Policy Page

62. OCLC Online Computer Library Center Questions?

63. OCLC Online Computer Library Center Three ways to cooperate  Local Group  Libraries part of the same subscription group  Refer questions to one another via e-mail  Share a chat queue to handle one another’s patrons  Global Reference Network  Access to hundreds of libraries worldwide  Referrals among institutions outside of subscription group  24/7 Cooperative  Academic and Public cooperatives  Provide 24/7 coverage for your library when it is closed  Subject Matter Experts

64. OCLC Online Computer Library Center Local Librarians 24/7 Ref Backup walk up, phone, fax email, web forms, chat video, VoIP, app share Customer with info need Feedback/ Survey Local Library & site Coop. Librarians Global Ref Network Administration and Reporting Build Global KB Local KB Service History BUILD SHARED RESOURCES & EXPERTISE

65. OCLC Online Computer Library Center Knowledge Base Demonstration

66. OCLC Online Computer Library Center Questions?

67. OCLC Online Computer Library Center Generate and Interpret Reports  Reports  Individual Institution  Group Administration

68. OCLC Online Computer Library Center Generate Stats

69. OCLC Online Computer Library Center Generate Stats

70. OCLC Online Computer Library Center Generate Stats

71. OCLC Online Computer Library Center Generate Ask Reports

72. OCLC Online Computer Library Center Resources  System Requirements for Flash Chat:  http://questionpoint.org/web/requirements /index.html http://questionpoint.org/web/requirements /index.html  Guide to Internet Explorer Setup: http://www5.oclc.org/questionpoint/Chat_setup.p df http://www5.oclc.org/questionpoint/Chat_setup.p df  Chat Quick Reference Guide: http://questionpoint.org/support/documentation/ gettingstarted/qp_flashchat_ref.pdf http://questionpoint.org/support/documentation/ gettingstarted/qp_flashchat_ref.pdf

73. OCLC Online Computer Library Center Need more information?  Check out these resources at questionpoint.org:  Administrator setup guide: http://questionpoint.org/support/documentation/gettingstarted /qp_ref_adminsetup.pdf http://questionpoint.org/support/documentation/gettingstarted /qp_ref_adminsetup.pdf  Reports in Ask http://questionpoint.org/support/documentation/gettingstarted /qp_reportsask_ref.pdf http://questionpoint.org/support/documentation/gettingstarted /qp_reportsask_ref.pdf

74. OCLC Online Computer Library Center Need help?  Contact our Customer Service Department (CSD):  E-mail – support@oclc.orgsupport@oclc.org  Phone – 1.800.848.5800  Use one the main support form at: http://www.questionpoint.org/crs/servlet/org.oclc.home.BuildPage?show=S upportForm&language=1

75. OCLC Online Computer Library Center Questions?