Discussion at ALA MW 2011 re a national virtual reference service for the U.S.

1. A National Virtual Reference Service for the U.S.? Discussion, ALA Midwinter 2011#nationalvr Susan McGlamery QuestionPoint product manager mcglames@oclc.org

2. Raising the visibility of Reference Make the library the first choice for high-quality reference service Reach new users Serve users where they are, when they need help: Point of Need Expand reference availability Increase library’s visibility and web presence

3. How do people find information?

4. Where Search For Top Topic Begins In general, most go to a search engine when searching for the topic they search for most frequently on the Internet. © Harris Interactive 4 a b Q1710 Where do you typically begin your online search for information related to… ? Base: Qualified Respondents: Total (n=2743), Primary Library University (n=311), Primary Library Public (n=1377)

5. 2009 Library Services Study Harris Interactive’ survey: October 28 to November 12, 2009 2,743 qualified respondents. Reside in the United States or Canada; Age 15+; and Does not personally work nor does anyone in the immediate family work in the library industry weighted demographically to represent the online general population of US/Canada © Harris Interactive 5

6. Ever Started a Search Using a Search Engine and Ended up at a Library Web site Approximately one in five have started a search using a search engine and ended up at a library Web site. © Harris Interactive 6 Total Primary Library – University(a) Primary Library – Public (b) b a No Yes Q1830 Have you ever started a search using a search engine and ended up at a library Web site? Base: Qualified Respondents: Total (n=2743), Primary Library University (n=311), Primary Library Public (n=1377)

7. Likelihood of Using Services Offered by Local/Campus Library Nearly four in ten are very/somewhat likely to use event/community calendars and research assistance if these services were offered by their library. © Harris Interactive 7 Q1925 If your local or campus library offered the following services, what is your likelihood of using each through your library? Base: Qualified Respondents

8. Consumers and Question & Answer Sites Among those who use Q&A sites (982 of the 2,743 or 36% surveyed) , searching for an answer to a question is the most common activity. © Harris Interactive 8 Q1200 What do you typically do while logged into question & answer sites? Base: Use question & answer sites: Total (n=982), Primary Library University (n=77), Primary Library Public (n=532)

9. Online Library Information/Resources Valuable to Access From Sites (cont’d) Thirty-one percent of primary public library users find it valuable to access online reference materials from question & answer sites – this is significantly higher than that of primary university library users (21%). © Harris Interactive 9 Q1945 What types of online library information/resources would be valuable to be able to access from each of the following sites, even if you don’t personally use the site(s)? Base: Qualified Respondents

10. Usage of Online Information Sources Question & Answer sites are used by nearly one-half of those who use their mobile phone to access online information sources. © Harris Interactive 10 Q1730 How often do you engage in the following activities using your mobile phone? Base: Use mobile phone to access online information sources

11. How Question & Answer Sites are Accessed Nine in ten use Q&A sites for free. © Harris Interactive 11 b Q1210 How do you access question & answer sites? Base: Use question & answer sites: Total (n=1281), Primary Library University (n=96), Primary Library Public (n=701)

12. Reasons For Using Question & Answer Sites Instead of a Library One-half of those who use a fee-based service to access Q&A sites use them instead of a library because they get answers quicker. © Harris Interactive 12 Q1260 Why do you decide to use question & answer sites instead of using a library? Base: Use a fee-based service to access question & answer sites: Total (n=75), Primary Library University (n=6), Primary Library Public (n=34) Note: Small sample size(s)

20. Yahoo!Answers UK knowledge partner

21. Why a national service? Easier to promote Embed in partner sites Subject expert referral networks Save costs Do national services work?

22. Statewide services

23. Enquire: UK public libraries 2004 – present (successor to email service) Steady increase in statistics due to emphasis on local services chat Nationwide service but only slightly over half (80 authorities) contribute funding and staffing

24. National services in the U.S. CDRS [now QuestionPoint Global Reference Network] Internet Public Library 24/7 Reference Cooperative My Info Quest Digital Public Library of America strategies for improving public access to comprehensive online resources

25. AskNow (AU): 2002 - 2010 Decline in usage (58% from 2004 to 2010) Disproportionately used for “homework help” Staffing is too resource intensive

26. Models A. Promote “Ask” [like “Read”] Intelligent re-direct to existing services based on IP, geolocation, etc Plug-in; apps (google scholar) C. Triage: National “Ask” handles “easier” questions Referral to local or subject experts for more complex D. Allow/encourage end-user participation E. Other

27. A: “Ask” campaign What organization will take this on? What is being promoted? E.g., Got questions? Ask at your library!

28. B. Re-direct What method to use? What if anything should be asked of user before re-direct: zip code? State? What if there is no virtual reference service at the user’s local library? WorldCat “Find in a library” concept? Platform issues?

30. Who/which group does initial sorting?

31. Quality Review

32. policies and procedures

33. Follow through on questions

34. Session Review

35. Reference training

36. Reports/statistics: how to get buy-in

38. Continue the conversation!#nationalvr mcglames@oclc.org