1. QuestionPoint and the Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White Public Service Collections Library of Congress FEDLINK Fall OCLC Users Group Meeting Linda J. White Public Service Collections Library of Congress

2. LC 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

10. So, we have the E-content … what comes next?

11. 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: + 45,000 (est.)

12. The 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

13. Daniel Greenstein Chronicle 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.”

14. 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

15. 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

16. 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

17. E-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

18. E-Reference via the Web

19. Telephone “Ask-A” Web forms Surface Mail and Fax “Live Chat” Multiple Communications Options In Person

20. We wondered … What if all of these communication tools could be integrated and managed centrally…?

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

22. 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

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

24. 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

25. The Global Routing 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

26. 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

27. Customizable Forms

28. Librarian checks a question

29. Choices in handling a question

30. Refer to partner in the local component

31. Escalate to the Global Network

32. Routing Results

33. Global 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

34. Searching the Knowledgebase

35. Sample Q & A Set

37. Member Profiling

38. Administrative: Reports

39. What’s Next for QuestionPoint? 24/7 access Continue to create models for collaboration Internationalization voIP, video System integration Patron access Adoption of standards

41. www.questionpoint.org Live Demonstration www.loc.gov/rr/askalib