Question Point Worldwide Cooperative Reference George S Ouyang

Question. Point Worldwide Cooperative Reference George S. Ouyang OCLC Asia Pacific Library Services Executive Ouyangg@oclc. org Asia_pacific@oclc. org

Overview • • • What is Question. Point? What does it do for me and my users? How do I use it? How do I buy it? What does the future hold?

A Cooperative Model Commercial services (Ask - A Services) Patron Regional Networks (state, National) Subject Based Reference Professional Networks (law, medical) Your library reference staff Your group reference Networks (branches, consortial) Global

Benefits Enables libraries to Take the lead as an information provider increasing visibility and use of libraries & competing with web-based services Improve service to patrons linking them to subject experts and serving them Improve efficiency routing questions automatically to experts in libraries across town or around the world Reduce costs providing affordable subscription pricing to an OCLC-hosted service Reach new users increasing visibility and use of libraries

Benefits Enables users to Get quality and reliable information. Ask questions and receive answers from their local library via the Web and to draw on the resources of a global network of expert reference professionals. Track and review their previously asked questions. View their question history and the current status of submitted questions via a password- protected and secure interface.

Question. Point Local/Regional Component. Chat interaction example Profiled Inst 1 Patron Library web page Patron Chat window Librarian Chat window Ref Lib Librarian Chat Monitor Local KB Global KB Web sites & databases Call others Look up In references Own knowledge

Local/Regional Component. Web form/E-mail interaction Profiled Inst 11 Ref Lib Profiled Inst 2 Profiled Inst 1 Ref Lib Ref Lib Patron E-mail or Library web page Local KB Global KB Web sites & databases Call others Look up In references Own knowledge

Question. Point Global Component LOCAL DIGITAL REFERENCE SOLUTION • Question. Point Local/Regional Component • LSSI • Convey • Locally created solution • -------------------Exhausted local knowledge or seeking expertise globally. Submit question to global component Question answered. Request Manager Routes to best-fit profiled institution Profiled institutions available for question services Ref Lib Ref Lib Global Administration- Q & A Editing Global Knowledge Base Profile Database

Question. Point • With Question. Point, you. . . – Use tools like email, web forms, chat, and page sharing to answer questions as part of a hosted service requiring only a web browser – Create, profile, and manage local and regional reference groups to handle querying, routing, and answering of patron questions within these groups – Participate in a global cooperative network of reference librarians for answers to patron questions requiring expertise or coverage unavailable within your local/group network

Question. Point (June 2002) • With Question. Point, you. . . – Build and access shared local and global knowledge databases comprised of completed and edited Q&As – Manage user accounts, interface customization, and statistical reporting

Demonstration

Question. Point Pricing • Annual subscription model – Unlimited use – Packages • Global Network Access • Local/Group Reference Network & Global Network Access • (ONCE OFFICIAL) Enhanced Communications Option • Based on “profiles” – A profile = a node on the global network – Reference “consortia” created by associating profiles • Begins at $2, 400 per year per profile – Discounts for contribution & consortia

Question. Point Pricing Subscribers Global Network Local/Group Network & Global Network Contributing Subscriber $1, 700 $2, 000 Non-contributing Subscriber $2, 000 $2, 400 Discounts Global Network Local/Group Network & Global Network 1 -5 Libraries 0% 0% 6 -10 Libraries 5% 5% 11 -20 Libraries 10% 20 + Libraries 15%

The Future… • Standards-based communication – Interoperability among reference networks and between local services/global network – NISO Standards Committee AZ for Networked Reference (ongoing) • • • Automated routing at the local level Off hours and supplemental coverage Batch import of FAQs Public access to the global network Addition/integration with other communication technologies: one and two-way streaming video, application sharing, and voice over IP

Questions and Feedback