1. Ask A Librarian and QuestionPoint: Integrating Collaborative Digital Reference in the Real World (and in a really big library) Linda J. White Digital Project Coordinator LIDA 2003 Linda J. White Digital Project Coordinator LIDA 2003

4. American Memory Collections

5. Millions of Primary Source Materials Online

6. Building a Digital Archive

7. The Role of Libraries Ensure free and open access to global resources Collect knowledge for reference access Add value to information on the Internet Ensure free and open access to global resources Collect knowledge for reference access Add value to information on the Internet

8. While the Tools Have Changed… … fundamental nature of librarianship has not changed. New technology and tools enhance delivery of information Skill set evolution necessary New business models needed for the virtual environment … fundamental nature of librarianship has not changed. New technology and tools enhance delivery of information Skill set evolution necessary New business models needed for the virtual environment

9. The Challenge for Librarians Use traditional strengths to build new programs Leverage the community of librarians and libraries Redefine the role of librarians and libraries in the Internet age Use traditional strengths to build new programs Leverage the community of librarians and libraries Redefine the role of librarians and libraries in the Internet age

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

12. 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 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

13. Library of Congress Home Page

15. Why Do Patrons Ask LC Questions?

16. Educational Levels of LC Patrons

17. What LC Patrons Ask

18. Meeting 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: 35, 000 + (April-Dec) 2003: 19,839 (January –March)

19. Making the Case for Global Collaborative Reference Meet patrons at point of need Too much information –no library can do it all Build on strengths Libraries have always cooperated Increase our knowledge –of other collections and experts Solve problems –be part of something big Address the digital divide Meet patrons at point of need Too much information –no library can do it all Build on strengths Libraries have always cooperated Increase our knowledge –of other collections and experts Solve problems –be part of something big Address the digital divide

20. “QuestionPoint provides professional reference service to users anywhere, anytime, through a collaborative, web based network of libraries.” – Mission Statement 2002

21. What is QuestionPoint? Developed by Library of Congress and OCLC Software supporting both local and global online reference service Local component: web-based question submission forms, email, live chat, and local knowledge-base of Q & A Global component: network of reference librarians world-wide, sharing of reference inquiries and automatic “best-fit” routing, global knowledge-base of edited Q & A Developed by Library of Congress and OCLC Software supporting both local and global online reference service Local component: web-based question submission forms, email, live chat, and local knowledge-base of Q & A Global component: network of reference librarians world-wide, sharing of reference inquiries and automatic “best-fit” routing, global knowledge-base of edited Q & A

22. QuestionPoint Consortium Library Public Library Ask-a Service Professional Partner Academic Library National Library Special Library Consortium Library

23. QuestionPoint Profiles QuestionPoint uses profiles – rather than seats or simultaneous users You can define profiles based on… –a division –a single library –a consortium You can associate profiles… –to create a reference consortia –to create a Group Reference Network QuestionPoint uses profiles – rather than seats or simultaneous users You can define profiles based on… –a division –a single library –a consortium You can associate profiles… –to create a reference consortia –to create a Group Reference Network

24. Libraries can use QuestionPoint to… Interact –meet the patrons where they are Cooperate –partner with reference staff and consortia worldwide Build –share resources, experiences and pathways to previously inaccessible expertise Manage –reference services – statistics, surveys, trends Interact –meet the patrons where they are Cooperate –partner with reference staff and consortia worldwide Build –share resources, experiences and pathways to previously inaccessible expertise Manage –reference services – statistics, surveys, trends

25. Interact - Customizable Web Forms

26. Interact – Librarian’s Interface in 5 languages - more in development

27. Interact - Chat

28. Interact - Sample Q & A Set

29. Interact - Choices in handling a question Assign Respond Refer Add to KB

30. Cooperate - Assign Locally

31. Cooperate - Refer to reference partner Refer By Email To Partner (local) Best Match (refer to Global Partner) Refer By Email To Partner (local) Best Match (refer to Global Partner)

32. Cooperate - Escalate to the Global Network

33. How Does Routing Work? Step One - Exclusionary Elements: Subject/Geographic Language Education Level Served Weekly Quota Filled Exclude Group (Optional) Step Two - Best Fit Matching: Subject / Geographic Subject - 20/20% Load Balancing - 20% Availability - 20% Format Expertise - 10% Preferred Location of Library - 10% Step One - Exclusionary Elements: Subject/Geographic Language Education Level Served Weekly Quota Filled Exclude Group (Optional) Step Two - Best Fit Matching: Subject / Geographic Subject - 20/20% Load Balancing - 20% Availability - 20% Format Expertise - 10% Preferred Location of Library - 10%

34. Where are the Global Partners? Australia Canada China (People’s Republic) Germany Netherlands Norway Slovenia Switzerland United States Australia Canada China (People’s Republic) Germany Netherlands Norway Slovenia Switzerland United States

35. Build - Local and Global Knowledge Base

36. Create Resources of Lasting Value The Global Knowledge by Subject

37. Editorial Guidelines Knowledge Base Workflow QP User or other source Inactive KB Records Volunteer Editor Q & A sets Active KB Records Deleted Records QP Members End Users

38. Technical Specifications LC/libraries defined requirements OCLC custom-designed and built Sybase as back-end database management system Browsing Keyword or advanced search: natural language processor LC/libraries defined requirements OCLC custom-designed and built Sybase as back-end database management system Browsing Keyword or advanced search: natural language processor

39. Issues Licensed databases and copyright Classification Who has access Ensuring accuracy Language and cultural context Time: How much is it worth Licensed databases and copyright Classification Who has access Ensuring accuracy Language and cultural context Time: How much is it worth

40. Manage - Statistics and trends

41. Manage - Patron Survey

42. 220 Profiles serving over 300 libraries QuestionPoint: Growth Report

43. What’s Next for QuestionPoint? Establish 24/7 coverage Increase Internationalization Achieve system integration Adopt standards Get input from other libraries Add document delivery Train and develop staff Establish 24/7 coverage Increase Internationalization Achieve system integration Adopt standards Get input from other libraries Add document delivery Train and develop staff

44. Lessons Learned

45. 1. The Vision thing ….

46. 2. Obtain Staff Buy in

47. 3. Rethink Reference

48. 4. Form Staff Working Groups

49. 5. Increase Professional Development

50. 6. Develop Standards

51. 7. Adopt Best Practices and Guidelines

52. 8. Find Out What Patrons Want

53. 9. Trust Other Institutions

54. 10. Think Globally, Act Globally!

55. www.questionpoint.org www.loc.gov/rr/askalib Linda J. White lwhi@loc.gov