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E:\Presentations From Speakers\Judy Still Qp Co Fhe2010

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E:\Presentations From Speakers\Judy Still Qp Co Fhe2010

  1. 1. Using virtual reference to improve the student experience a QuestionPoint case study Susan McGlamery QuestionPoint product manager Judy Still Account Manager, FE sector OCLC
  2. 3. How do people find information?
  3. 4. 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>
  4. 5. 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>
  5. 6. Many channels, one reference service…
  6. 7. 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>
  7. 8. 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>
  8. 9. Example: student asks a question via chat
  9. 10. Email forms
  10. 13. Chat form - simple
  11. 14. Chat with viewport
  12. 15. User View – Chat session
  13. 16. Adding Reference Services in eLearning Environments Blackboard Patron View
  14. 17. <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>
  15. 19. Qwidget – when librarians are offline
  16. 22. University of Washington: http://www.lib.washington.edu/
  17. 23. Pop Up Qwidget
  18. 24. Qwidget in WorldCat Local
  19. 25. 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
  20. 26. 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>
  21. 27. 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>
  22. 28. Student adds Qwidget as bookmarked application (on the student’s own page)
  23. 29. 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>
  24. 30. QuestionPoint components
  25. 31. 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>
  26. 32. QuestionPoint enables Cooperation
  27. 34. Students choose: email or Qwidget
  28. 35. By subject
  29. 37. Cooperative Reference: Chasing the Sun
  30. 38. Answers Anytime: 24/7 Reference
  31. 39. Enquire: UK public libraries
  32. 40. National portal
  33. 41. Links also at individual libraries
  34. 42. 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>
  35. 43. 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>
  36. 44. 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>
  37. 45. Why 24/7? <ul><li>Percentages of AskAway patron questions asked before 9am and after 9pm, standard library hours </li></ul>
  38. 46. Importance of 24/7 coverage <ul><li>Percentages of AskAway patron questions asked before 9am and after 6pm, typical small library hours </li></ul>
  39. 47. Working in groups: Referral options
  40. 48. For more information: <ul><li>www.oclc.org/questionpoint </li></ul><ul><li>www.questionpoint.org </li></ul><ul><li>Susan McGlamery, QuestionPoint senior product manager </li></ul><ul><li>[email_address] </li></ul>
  41. 49. Librarian view: logging into QuestionPoint
  42. 50. Queue Selection You may select one or all queues listed, depending on your monitoring schedule
  43. 51. Launching Chat When monitoring chat you can: Review your queues Change your settings Access help at any time
  44. 52. Librarian picks up patron – Moves from New to My Active Tab
  45. 53. Librarian Chat View – Scripted messages
  46. 54. 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
  47. 55. Patron Chat View – Librarian sends a web page Links are part of the transcript sent to the patron at the end of the session
  48. 56. 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
  49. 57. Policy Page
  50. 58. Ending Chat
  51. 59. Patron Feedback – Optional Survey
  52. 60. Integrated question management: chat, email, Qwidget sessions Chat Qwidget Email
  53. 61. Full Question View: Assignment Assignment of web form sessions can be done automatically or manually.
  54. 62. Referral – partners and subscription groups
  55. 63. Answering the question
  56. 64. Knowledge Management Resources Librarians can add: KB Answers Scripts Attachments
  57. 65. Patron Access to Knowledge Bases
  58. 66. Reports
  59. 67. 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>
  60. 68. 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>

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