QuestionPoint and 24/7 Reference Update

A worldwide library cooperative

OCLC Online Computer Library Center

QuestionPoint and 24/7 Reference Update

Vivien Cook

Regional Account Manager

OCLC PICA


Physical Reference Model

Patron PopulationEnter the library with an info need

The Library

Initial Service Point

External Resources – Experts, Consortia, etc.

SpecialistArea

SpecialistArea

Specialist Area

Budget &ServiceManagement



Online Reference Model

Online patron populationwith information need

Library/CooperativeGroup

Shared Services

External Resources – Experts, Additional Consortia, Back-up Coverage

Library orSpecialistArea





Web Site (s)Web Site (s)

SharedKnowledgeBase

SharedKnowledgeBase

• Branding• Chat queues• Web forms• Stats• Scheduling

• Branding• Chat queues• Web forms• Stats• Scheduling


A ‘merger’ of two premier reference cooperatives

MCLS and OCLC agree to combine their reference services

24/7 Reference (MCLS)

QuestionPoint (OCLC)

Bringing together a live 24/7, managed reference cooperative and a worldwide reference management platform.


LocalLibrarians

24/7ReferenceCoop(Public orAcademic)

Libraries can incorporate:

walk up, phone, fax

email, web forms, chat

Future tech

Customer with info need

Feedback/Survey

Loca

l Li

bra

ry &

Sit

e

CoopLibrarians

GlobalReferenceNetwork

Global

KB

Local KB

ServiceHistory

Adm

inis

trati

on a

nd

Report

ing

- QuestionPointQuestionPoint to meet their users at their point of need. - 24/7 Reference Cooperatives24/7 Reference Cooperatives to guarantee that someone will always be there for their user.

- QuestionPointQuestionPoint to meet their users at their point of need. - 24/7 Reference Cooperatives24/7 Reference Cooperatives to guarantee that someone will always be there for their user.


Expanded Reference Suite Elements

Reference Management Service

Base Management Environment

Service Unit Profile

Cooperative Coverage Service

Round the clock live reference staffing support

Back up staffing during peak hours

Access to two cooperative queues: Academic and Public

Access to Subject Experts

OCLC Online Computer Library CenterC

oop

Covera

ge

Refe

ren

ce M

gm

t S

erv

ice

The New Cooperative Reference Service Suite Offerings

24/7

Refe

ren

ce C

oop

era

tives

24/7

Refe

ren

ce C

oop

era

tives

Services• Fail Safe Coverage• Quality Control• Schedule Management• Policy Management• Training• Mentoring• Effective Use

Specialized Subject Expert Services• Law• Medical• Spanish• and more

AcademicCooperative

PublicCooperative

Tools

Tools

Interact Cooperate Build

Glo

bal

Glo

bal

Ref

Netw

ork

Ref

Netw

ork Best Match Routing

L of Congress & On-Call Managed

Cooperative CoverageGroups (Chat, email)Self Managed

Referral PartnersSelf Managed

Manage


Reference Management Service Pricing

A library or group of libraries license a Base Management Environment (need single point of billing)

At least one Service Unit Profile per participating library. Able to add on per functional service area.

Base Management Environment Functionality

Interaction tools – chat, email, web form

1 Knowledge Base per Base Management Environment

Group Statistics and Management Tools (e.g. Scheduling)

Service Unit Profile Functionality

Used to describe library or smaller unit’s policies/practices

Reports, usage, and staff management tools for unit


Price Code ReviewReference Management Service

Prod Name Price

Base Management Environment

QP Full Service $3500

QP Global Service Only $1000

QP Traditional Profile (Existing QP Only) $2000

Service Unit Profiles

QP Service Unit – up to 5 $750/per

QP Service Unit – up to 10 $500/per

QP Service Unit – 11 or more $350/per


Cooperative Coverage Service

Pricing

Cooperative Coverage Fee (based on population served or FTE)

Weekly Staffing Contribution (based on population served or FTE)

Can be billed separately from Reference Management Service, but participants must have Ref Management Service

Services

Managed Scheduling, Quality Control, Policy Management

Failsafe Coverage – always someone there to cover


Discounts

Member Discounts for OCLC Cataloging Members (5% off total)

Group Discounts (based on number of Service Unit Profiles)

Libraries (service unit profiles) 1-5

Libraries (service unit profiles) up to 10

Libraries (service unit profiles) 11 or more


Options

Global Only Access

Libraries can still subscribe to limited service with access only to the Global Reference Network

Enhanced Communications add-on

Available at the existing per library add-on price


Example Implementations

IZUM – Slovenia

Gaelic Consortium – South Africa

Al@din – Holland

Co-East Museums Archives & Libraries

National libraries of Wales, Scotland, the British Library,Royal Library Netherlands





A worldwide library cooperative


Questions

Documents

QuestionPoint and 24/7 Reference Update