Transcript What the Heck is New Product Planning?”

QuestionPoint
Worldwide Cooperative Reference
George S. Ouyang
OCLC Asia Pacific Library Services Executive
[email protected]
[email protected]
R e fe re n c e C h a lle n g e s Y o u ’re F a c in g
• In cre a s e yo u r lib ra ry’s visib ility & w e b
p re se n ce
• M a k e yo u r lib ra ry th e first c h o ic e fo r
h ig h -q u a lity re fe re n c e se rvice
• R e a c h n e w p a tro n s
• S e rve p a tro n s w h e re th e y a re
• E xp a n d re fe re n ce a va ila b ility
Overview
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What is QuestionPoint?
What does it do for me and my users?
How do I use it?
How do I buy it?
What does the future hold?
T h e Q u e s tio n P o in t S o lu tio n
• C o lla b o ra tive d ig ita l re fe re n c e se rvice
• P ro vid e s p ro fe ssio n a l re fe re n ce to u s e rs
• L o w c o st
• H o ste d a t O C L C
• N o so ftw a re to in sta ll
• B e g a n a s 3 p ilo t p ro je cts
– L ib ra ry o f C o n g re ss & O C L C C D R S P ro je ct
– IN C O L S A (In d ia n a )
– M E T R O (N e w Y o rk C ity)
– B u ilt b y lib ra ria n s — fo r lib ra ria n s
Q u e s tio n P o in t V is io n
• H e lp lib ra rie s p ro vid e p ro fe ssio n a l
re fe re n c e se rvice to u se rs a n yw h e re ,
a n ytim e , th ro u g h c o lla b o ra tive , w e b b a s e d n e tw o rks o f lib ra rie s.
A
Cooperative
Cooperative
Model
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
Q u e s tio n P o in t P a rtic ip a n ts
N a tio na l Lib ra rie s
P ro fe ssio na l
A sso c ia tio ns
C o n so rtia
Q u e stio n P o in t
A c a d e m ic Lib ra rie s
P u b lic Lib ra ries
P a rtn e rs
S p e c ia l Lib ra rie s
A sk -A S e rvic e
Q u e s tio n P o in t A d v a n ta g e s
• M a n a g e m e n t a n d re p o rtin g su p p o rt
– C u sto m ize th e in te rfa ce
– C re a te sta tistica l re p o rts
– M a n a g e u se r a cc o u n ts w ith Q & A tra ckin g
• In te g ra te s w ith o th e r fo rm s o f re fe re n c e
• L o c a l & g lo b a l k n o w le d g e b a s e s
• E xp a n d e d a cc e ss to va rie d e xp e rtis e
• C h a t a n d e -m a il ca p a b ility
• E n h a n ce d co m m u n ica tio n s
– P a g e p u s h in g
– B ro w se r sh a rin g
– D o cu m e n t sh a rin g
– V id e o o r sta tic p ictu re to p e rso n a lize lib ra ry
– V o ic e o v e r IP
– P e rsiste n t h e lp b u tto n
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.
QuestionPoint Local/Regional ComponentChat interaction example
Profiled Inst 1
Patron
Library
web page
Patron
Chat
window
Librarian
Chat
window
Ref Lib
Ref Lib
Librarian
Chat
Monitor
Local KB
Global KB
Web sites
& databases
Call others
Look up
In references
Own knowledge
Local/Regional ComponentWeb form/E-mail interaction
Profiled Inst
Profiled
Inst11
RefLib
Lib
Ref
Profiled Inst
2 1
Profiled
Inst
RefLib
Lib
Ref
RefLib
Lib
Ref
Ref Lib
Patron
Patron E-mail or
Library web page
Local KB
Global KB
Web sites
& databases
Call others
Look up
In references
Own knowledge
QuestionPoint Global Component
LOCAL DIGITAL REFERENCE SOLUTION
•QuestionPoint 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
Ref
Lib
Ref
Lib
Ref
Lib
Global Administration- Q & A Editing
Global Knowledge Base
Profile
Database
QuestionPoint
• With QuestionPoint, 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
QuestionPoint (June 2002)
• With QuestionPoint, 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
QuestionPoint 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
QuestionPoint 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%
10%
20 + Libraries
15%
15%
The Future…
• Standards-based communication
– Interoperability among reference networks and
between local services/global network
– NISO Standards Committee AZ for Networked
Reference (ongoing)
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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