This is a picture of the Information landscape. Search engines such as Google and Yahoo are visible on the High Street, but the Library is not. OCLC is working with libraries to change this perception.
Although now a little bit old, this 2005 survey shows that over 80% of College students in the States started their search for information by using a Search Engine.
Libraries face many challenges in offering reference services. In many cases, the library is not perceived as the first place, or in many cases, even the second or third place to go for quality information. Users have become used to getting “good enough” answers because they don’t know any better or don’t have time or resources to visit their libraries in person. To increase the visibility and web presence of your library, to become one of the first choices for high-quality, web-based reference services, is a goal shared by many librarians today. QP helps you portray the library as leading edge and technologically relevant, helping you reach new users and serve them regardless of their location.
OCLC’s QuestionPoint service helps libraries reach their users through multiple channels, through the library’s website or anywhere the library places the link to Ask a question. And, QuestionPoint provides one-stop management for all reference transactions, regardless of how the user finds the library. Open multiple channels for user communication, while managing these channels efficiently and effectively
These are the points of entry to Vir
Libraries all over the world use QuestionPoint to reach out to users and manage reference more effectively.
UK Libraries using Question Point
This is what it looks like if the student wants to chat with a librarian. The student clicks on the AskUs 24/7 icon. Cornell’s live chat is available 24 hours a day, 7 days a week because Cornell participates in Question Point’s 24/7 Reference Cooperative. We will provide additional information about the 24/7 Reference Cooperative at the end of this presentation.
Let’s see how libraries use QuestionPoint to reach out to users At Cornell U, students choose how to get help from the library Walk-in: librarian can add questions that come in at the desk to QuestionPoint via “add a Question” – so these questions can be referred via QuestionPoint and added to the statistics
This is the Search screen for King’s College London – you can see the list of Quicklinks
And the screen where students supply information they are searching for
This is a copy of Anglia Ruskin’s Chat form.
Washington University are in a group of local libraries plus the 24/7 Co-operative reference service, they alert their students to the fact that, after hours, their query may be answered by library staff who are not actually at Washington University library
The librarian who is logged into QuestionPoint will see the user’s question in the queue. Once the librarian selects this student, the librarian can start chatting and sending web pages. This is the student’s view. The librarian and student chat appears on the left side. If the librarian decides to send the student a web page, that will appear as a link inside the chat, and the web page itself will appear on the right hand side. This is a live page, so the student can click on the links in the page, while still chatting with the librarian.
This is an example of QuestionPoint being included on Blackboard VLE. It can be included on other VLE’s.
University of Birmingham use the Qwidget – a widget for QuestionPoint.
Libraries can also offer a chat widget (“Qwidget”) on the library web site. With the Qwidget, the user just types in a question and clicks Send. There is no form to fill out. Once the user enters information and clicks send, the librarian on duty is notified, and can start chatting with the user. The Qwidget can be placed anywhere on the library’s web site, anywhere the user may need help. The intuitive design of the Qwidget is a welcoming interface for users to ask a question, right inside the Qwidget box. Note this library gives the students an option to chat via Qwidget or email, or call the library reference desk.
This is an example of how the page appears when the Chat service is not available.
This is an example of a consortium of Colleges in the US. The photo of the librarian changes as all librarians are included.
University of Washington have the Qwidget on the front page of the Library Service and also have a photo of the librarians. When a student clicks on the box “Click to chat” ...
... The qwidget opens and the student can type in their query.
Libraries have found that the more places they put QuestionPoint applications, qwidgets or access points; the higher the use of QuestionPoint by students.
The reference management service provides the front-end system for connecting with users in a virtual environment using e-mail, Web forms, chat, and chat widget (“Qwidget”). The chat and Qwidget tools enable librarians to use chat, page push, co-browse, and librarian to librarian Instant Messaging to communicate with users and with each other. The reference management service also includes administrative and reporting tools with statistical reports and customizable surveys. Librarians have access to the Global Reference Network, a worldwide system of libraries that route questions and answers to each other based on profiles of expertise. In addition, they have access to local and global knowledge bases. Base Management Environment Subscribing to a Base Management Environment provides a group or individual library with access to the entire suite of reference management tools provided by QuestionPoint, including: e-mail management, web forms, walk-up/phone reference tracking and follow up, chat software, chat widget (“Qwidget”), a local knowledge base, access to the global knowledge base, and access to the Global Reference Network (GRN). A library and its Service Unit Profile(s) are associated with a Base Management Environment. Alternatively, a group of libraries could share access to the cooperative tools included in this environment, such as the group's knowledge base, shared follow-up, group management tools, and chat queues. Service Unit Profile A Service Unit Profile (SUP) represents a discrete reference service or work unit. With a unique service unit profile, the library or service point will collect its own statistics, policy information, links, scripted messages, e-mail, Web forms, etc., that relate to specific service teams, libraries, branches, or subject specialists.
This is an example of the Co-operative in British Columbia, Canada. Displayed is the list of libraries in the co-operative.
This is an example of the French Ubib.
They have provided students with a drop down list of subject areas.
Chasing the Sun is a co-operative venture that has been running for over 6 years. It was created because Clinical Health practitioners wanted 24 hour access to information. Health libraries in the UK, Australia and New Zealand formed a co-operative called Chasing the Sun.
QuestionPoint has a 24/7 Reference Cooperative, so libraries can offer 24/7 service to their students. Here are examples of some of the libraries in the Cooperative.
This is the front screen for the UK Public Libraries service, Enquire. Anyone in the UK can ask a question of the service and public libraries have created a rota to answer queries. The URL is http://www.peoplesnetwork.gov.uk./
Public Libraries have created a link to Enquire that emphasises the services provided by the individual library
The 24/7 Reference Cooperative is an optional add-on. There is an additional fee for membership in the 24/7 Reference Cooperative, based on FTE for academic and population served for public libraries. In addition, libraries are expected to contribute staffing to the Cooperative (Cooperative staffing may be waived upon adjustment of the fee). For any questions about the 24/7 Reference Cooperative, please email Susan McGlamery, email@example.com
How can librarians answer questions from students at other universities? The patron library’s scripted messages and policy page are available to the chatting librarian. This means a librarian from London can assist a user from Los Angeles, using resources designated by the Los Angeles library. Anytime a chatting librarian is unable to completely answer a question, it can be referred to the user’s home library via follow up.
This picture represents trust: would you close your eyes and fall backward, trusting your back up to catch you? With the 24/7 Reference cooperative, member libraries do trust each other to answer questions from their users. Why? The 24/7 Cooperative has many safeguards to ensure the best service possible for member libraries’ users. The Cooperative has established policies and best practices, to ensure that reference sessions are handled according to stated guidelines. Each member library can review all chat sessions with their patrons, including sessions that a user has with a Cooperative librarian. If a library is unhappy with the service provided by a Cooperative librarian, then referral to our Quality Control team will ensure that any issues are handled appropriately. In addition, we publish weekly tips in the QuestionPoint blog.
Now we will look at the tools QuestionPoint provides for librarians to interact with their users. First we will look at chat. Librarians log into QuestionPoint to access their My QuestionPoint page. To begin chatting, the librarian will first Launch Chat.
Once the librarian launches chat, the librarian chat monitor will appear. The first thing the librarian does is select a queue to monitor. Some libraries have one queue, others may have a queue for each campus or department. If the library participates in a Cooperative, there may be additional queues representing Cooperative partners. A group of libraries may share one chat queue by sharing a BME (Base Management Environment). Additional queues may be purchased by individual libraries within a BME.
Once the librarian selects what queues to monitor, the interface will display: all users waiting to chat (“new”); any sessions the librarian is currently in (“my active”), and a list of the other librarians online (“librarians”). The settings tab allows librarians to choose how to be alerted to incoming users (a pop up, a sound).
Once a librarian has selected the session, the session moves from the NEW tab to the MY ACTIVE tab, and the monitor will display all of the patron’s information, including patron name, library, library group, URL where patron clicked, and whether patron is co-browse capable. The librarian enters chat messages to the user in the lower right frame. Any chat from the user appears in the upper right frame. The librarian can re-size the windows.
Librarians can create scripts to be used in chat. Scripts can be created at 3 levels: the individual librarian, the institution, and the group. In a cooperative setting, if a librarian picks up a patron from another library, the scripts from the patron’s local library will appear. This makes it easier for librarians to answer questions from each other’s users.
Librarians can create a list of favorite URLs (like a bookmarks file). In a cooperative setting, librarians assisting non-local patrons will see the URL list for the patron’s library.
This is the user’s view. The librarian’s chat messages appear on the left, along with the URL for any page sent by the librarian. The chat window is on the left side to enable users with screen readers and other assistive technologies to use the QP chat. On the right side, the web page sent by the librarian will appear. This page is live, so the student can click on links within the page to explore on their own.
Librarians may add notes during a session (or at the end of a session) for the benefit of other librarians with access to the session. Patrons do not see the notes, but they are included in the librarian view of the transcript. The link to Policies contains information about the library’s policies and resources. This is especially helpful in a cooperative setting, so that librarians from other libraries will have enough information to assist patrons from any library in the group. An example of a policy page follows.
The policy page contains links to resources available at the library, including the library web catalog, databases, and other resources. It also contains information on policies and procedures, including how to place a hold or renew a book, loan limits, course reserves, etc.
When the librarian has finished the session, she first clicks End Session, then assigns a resolution code for the session, depending on whether the user’s question has been answered or whether follow up is needed.
Libraries can elect to have a survey appear to patrons at the end of each session, to get feedback from users. Survey results are linked to the transcripts to enable more convenient review by the library.
The library’s QuestionPoint account contains every question asked by the patron, whether via the email webform, chat or Qwidget. If a user asks a question at the reference desk, the librarian can Add A Question via QP so that those questions will appear in the question list as well. The list indicates whether the question came in on an email webform or whether it represents a chat transcript (either via the web-based chat or the Qwidget). The red “?” indicates that further action is needed. For instance, all questions that come in via the email webform will have the red “?”, as will all chat sessions needing follow up. In a cooperative setting, the library will see all sessions for their patrons regardless of where the chatting librarian is from. This allows for ongoing quality control and statistical review. Now we will look at the full view of an item, and the librarian’s options for answering a question, assigning it to another librarian, or referring the question…
By clicking on a session link in the question list, the librarian sees the full transcript (if a chat session) or the full email question. The librarian can assign this question to another librarian in the same institution. Web forms can be designed to allow automatic referral, based on subject.
OR the librarian can refer the question to another library (or subject expert) to answer. All of these same tools are available for chat sessions as well.
Or, the librarian can answer the question. In this case, the librarian clicks ANSWER: the answer to the student is typed in the answer box, then sent to the student. The librarian’s answer is kept as part of the history of the question.
When the librarian decides to answer the question, there is easy access to the library’s scripted messages as well as the library’s knowledgebase. You can also add attachments to the answer. QuestionPoint provides both a local and a global Knowledge Base. The local knowledgebase can be used by the library and its partners as a handy repository of frequently asked questions. The global knowledgebase contains contributions from all QuestionPoint libraries.
Libraries can allow patrons direct access to their knowledge base
All email and chat sessions are captured in QP. The library can get activity reports on the number of email and chat sessions by date and by hour. Reports are available at 3 levels: the individual librarian, the institution, and the group. Thus, group administrators can see activity for the entire group of libraries.
E:\Presentations From Speakers\Judy Still Qp Co Fhe2010
Using virtual reference to improve the student experience a QuestionPoint case study Susan McGlamery QuestionPoint product manager Judy Still Account Manager, FE sector OCLC
Reference challenges libraries face <ul><li>Make the library the first choice for high-quality reference service </li></ul><ul><li>Reach new users </li></ul><ul><li>Serve users where they are </li></ul><ul><li>Expand reference availability </li></ul><ul><li>Increase library’s visibility and web presence </li></ul>
Trends in Reference Services <ul><li>Meeting Users: </li></ul><ul><ul><li>Any Way they choose to communicate </li></ul></ul><ul><ul><li>Any Where they have a question </li></ul></ul><ul><ul><li>Any Time they need to ask </li></ul></ul><ul><li>Managing Technology to meet these needs </li></ul>
QuestionPoint Community <ul><li>Over 2,200 libraries </li></ul><ul><li>In 30 Countries, most recently: Italy, Peru, Serbia </li></ul><ul><li>More than 1,500 in 24/7 Reference Cooperative (411 in Academic Coop) </li></ul><ul><li>20,000+ records in Global Knowledge Base, in 11 languages </li></ul>
UK Libraries <ul><li>National Libraries </li></ul><ul><ul><li>British Library </li></ul></ul><ul><ul><li>National Library of Scotland </li></ul></ul><ul><ul><li>National Library of Wales </li></ul></ul><ul><li>Enquire </li></ul><ul><li>(UK public libraries) </li></ul><ul><li>AskScotland </li></ul><ul><li>Universities </li></ul><ul><li>Anglia Ruskin University </li></ul><ul><li>Edinburgh University </li></ul><ul><li>Huddersfield University </li></ul><ul><li>Kings College London </li></ul><ul><li>Lancaster University </li></ul><ul><li>Liverpool University </li></ul><ul><li>University of Birmingham </li></ul><ul><li>University of East London </li></ul><ul><li>University of West England </li></ul><ul><li>Wolverhampton University </li></ul>
Adding Reference Services in eLearning Environments Blackboard Patron View
<ul><li>“ Since the launch of the Qwidget, virtual reference queries have risen by almost 300%” </li></ul><ul><li>10,319 queries from users during the 2008/9 school year </li></ul><ul><li>“ The library’s profile within and without the university has been enhanced and students are more satisfied with the library’s reference service.” </li></ul>
Qwidget on iPhone and Android phones User goes to library’s web page using a mobile device. The Qwidget is replaced by a button inviting user to click to launch optimized Qwidget
Bookmarking the Mobile Qwidget <ul><li>Available in some mobile devices (e.g. iPhone, Palm, Android) </li></ul><ul><li>Bookmarked webpages emulates the appearance of an app on user’s home screen (it is not a downloaded app, it is a quick link) </li></ul><ul><li>Multiple Qwidgets can co-exist on user’s Home Screen, as each icon is a link to a particular library’s Qwidget. </li></ul>
Qwidget in Facebook <ul><li>Libraries can create a Qwidget Application on their “Fan” pages </li></ul><ul><li>User clicks on Go to Application … </li></ul>
Student adds Qwidget as bookmarked application (on the student’s own page)
QuestionPoint Components <ul><li>Base Management Environment (BME): </li></ul><ul><ul><li>webforms, chat forms, chat widget (Qwidget) </li></ul></ul><ul><ul><li>Referral and cooperative options </li></ul></ul><ul><ul><li>Local Knowledgebase </li></ul></ul><ul><ul><li>Access to Global Knowledgebase and Global Reference Network </li></ul></ul><ul><ul><li>1 chat queue (additional chat queues can be purchased) </li></ul></ul><ul><li>Service Unit Profile (SUP): </li></ul><ul><ul><li>Collection point for statistics, policy information, scripted messages, web forms </li></ul></ul><ul><ul><li>Each library or unique service point (homework help, etc) should have its own SUP </li></ul></ul>
QuestionPoint Configuration Options <ul><li>One library needs 1 BME, 1 SUP </li></ul><ul><li>A group of 10 libraries who agree to share a chat queue: 1 BME, 10 SUPs </li></ul><ul><li>A group of 10 libraries, each of which wants its own unique chat service: 1 BME, 10 SUPs, 10 chat queues </li></ul><ul><li>A group of 10 libraries that agree to work cooperatively and share a chat queue for general questions, but also offer a unique service (e.g., homework help): 1 BME, 10 SUPs, 2 chat queues </li></ul>
Be there when they need you <ul><li>Coverage around the clock </li></ul><ul><ul><li>Expand hours of service without adding staff </li></ul></ul><ul><ul><li>Failsafe coverage </li></ul></ul><ul><li>Staffed by librarians like you </li></ul><ul><ul><li>2 Cooperatives: Public and Academic </li></ul></ul><ul><li>Over 1,500 libraries in the U.S. and U.K. </li></ul><ul><li>English language 24/7 Spanish language: over 140 hours per week </li></ul>
How Do They Know? Answering on behalf of other libraries <ul><li>Library Policy Pages </li></ul><ul><li>Scripted Messages </li></ul><ul><li>Communication: </li></ul><ul><li> Conference/Transfer </li></ul><ul><li> IM </li></ul><ul><li>Follow Up/ Referral of session transcripts </li></ul>
Quality control <ul><li>24/7 Reference policies and procedures </li></ul><ul><li>Session Review </li></ul><ul><li>Quality Control </li></ul><ul><li>QP Blog: Quality Tips posted weekly </li></ul><ul><li>Training sessions for Coop librarians </li></ul>
Why 24/7? <ul><li>Percentages of AskAway patron questions asked before 9am and after 9pm, standard library hours </li></ul>
Importance of 24/7 coverage <ul><li>Percentages of AskAway patron questions asked before 9am and after 6pm, typical small library hours </li></ul>
Librarian Chat View – Scripted URLs Select a URL from the scripted list or type a URL in the form URLs can be previewed before being sent to the user by clicking on the preview link
Patron Chat View – Librarian sends a web page Links are part of the transcript sent to the patron at the end of the session
Librarian Chat View –Policy Pages and Librarian notes Each library completes a policy page so that all local information is easily available to monitoring libraries . Notes are part of the transcript but NOT viewable to the patron
Coop Guidelines <ul><li>24/7 Policies and Procedures </li></ul><ul><li>http://wiki.questionpoint.org/247-Policies </li></ul><ul><li>Best Practices for 24/7 Reference Sessions: </li></ul><ul><li>http://wiki.questionpoint.org/247-Best-Practices </li></ul>
24/7 Cooperative: Learn More <ul><li>FAQs about the Cooperative </li></ul><ul><li>http://questionpoint.pbwiki.com/24+7+Coop+FAQs </li></ul><ul><li>24/7 Policies and Procedures </li></ul><ul><li>http://questionpoint.pbwiki.com/247-Policies </li></ul><ul><li>Best Practices for 24/7 Reference Sessions: </li></ul><ul><li>http://questionpoint.pbwiki.com/247-Best-Practices </li></ul><ul><li>QP Blog : http://questionpoint.blogs.com/ </li></ul>