Internet Librarian Selhorst2009


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This presentation was given at Internet Librarian 2009 in London. It focuses on Question Manager, a new collaboration tool for handling customer enquiries in libraries.

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Internet Librarian Selhorst2009

  1. 1. Question Manager: the power of collectiveintelligence and collaboration<br />Internet Librarian 2009 <br />Karolien Selhorst<br />Digital Library & Knowledge Manager Public LibraryVlissingen<br />
  2. 2. “Libraries excel in managing information and knowledge captured<br />in books and documents, but they fail<br />in locating and<br />managing the knowledge potential in<br />the heads of their own people.”<br />
  3. 3. The Public Library of Vlissingen: mission<br />The customer-focused physical and digital library:<br />Customer-focused: we want to provide a tailor-made service to our customers<br />The digital library: we aim to be where our users are (library2.0) <br />Strong focus on the informationfunction<br />
  4. 4. From mission to ambition: KM2.0<br />Focus on:<br />Knowledge management: creating value for customers based on the collective intelligence of knowledge workers<br />Facilitated by the use of social tools (‘Library2.0’)<br />= Library Knowledge Management 2.0<br />
  5. 5. Knowledgesharing & collaboration<br />Library (reference) services are highly personal; the quality depends on the interaction between individual library staff members and customers.<br />The Public Library of Vlissingen aims to improve customer service by making it less dependent on an individual’s expertise and knowledge.<br />Customer service needs to be based on teamwork and shared knowledge.<br />
  6. 6. Knowledgesharing in the library: BiebWiki<br />Official launch in March 2009<br />Replaced the static intranet<br />Goals: to facilitate knowledge processes in the library, to support collaboration and to make hidden knowledge visible.<br />First phase in improving customer service <br />Second phase: integration of the wiki with ‘Question Manager’<br />
  7. 7. BiebWiki: the librarywiki<br />
  8. 8. Knowledgesharingwithothers: QM<br />Question Manager: a new software that supports and makes transparent the way customer enquiries/reference questions are handled.<br />Integrated in the wiki<br />Customer enquiries are allocated to the librarian/expert (s) with the knowledge profile that matches the topic of the question.<br />QM enables librarians to work together on a ‘richer’ answer for the customer.<br />Improving customer service based on collective intelligence of librarians and collaboration.<br />
  9. 9. Question Manager<br />
  10. 10. Question Manager<br />
  11. 11. Collectiveintelligence @t work<br />A referencequestion enters the system.<br />The question is registered and encoded.<br />The question is allocatedto library staff members whose knowledge profiles match the subject code.<br />The group of experts workstogetheron a ‘rich’ answer to the enquiry. <br />The front office employee sends the answer to the customer.<br />The database withanswers is indexedby Google, whichmakes the library more visible in Google search results.<br />
  12. 12. Question Manager workflow<br />
  13. 13. Organisationworkflow<br />
  14. 14. Future and potential of QM: project ‘kennisdelen’<br />Question manager offers the possibility to libraries and other knowledge-intensive organisations to work together on a rich answer to customer enquiries and to make use of the collective intelligence of the network.<br />Project ‘kennisdelen’ with several partners (public libraries of Middelburg, Rotterdam, Haarlem and TuDelft and the Naturalis Museum in Leiden<br />Goal: to provide a higher level of customer service by working together on customer enquiries.<br />The public library becomes an important node in the knowledge economy.<br />
  15. 15. Future and potential of QM: beingwhere the user is<br />Development of a customer portal with a web assistent and chat function.<br />Development of a widget to put onintranets and websitesof otherorganisations (hospitals etc.) =&gt; beingwhereusers are<br />
  16. 16. Questions?<br />Karolien Selhorst<br /><br /><br /><br /><br />