QuestionPoint virtual reference networks Graeme Miller.
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Transcript of QuestionPoint virtual reference networks Graeme Miller.
QuestionPoint virtual reference networks
Graeme Miller
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Reference challenges libraries face
• Make library the first choice for high-quality reference service
• Reach new users• Serve users where they are• Expand reference availability• Increase library’s visibility and web
presence
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Trends in Reference Services• Meeting Users:
– Any Way they choose to communicate– Any Where they have a question– Any Time they need to ask
• Managing Technology to meet these needs
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Meeting users Any Way…• Meeting users Any Way they choose:
– Email/Web Forms– Walk up/In Person– Phone and Fax– Chat or Instant Messaging
• Provide an integrated platform to manage reference requests, regardless of the way the user chooses
• Technology should support reference mission, not define it
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Meeting Users Any WhereLinks to reference services should be everywhere:
• Library web page• Other departmental pages• Institution home page• Library opac• Library databases• eLearning integration• Open WorldCat• Handheld/mobile device• Bringing the library to the user, rather than making the user
go to the library
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Adding Reference Services in eLearning EnvironmentsBlackboard Integration
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Collaboration and Cooperation: Meeting Users Any Time• Increasing role of reference-oriented cooperatives
– Subject: Chasing the Sun– National: Al@din, Enquire…– Multinational: 24/7 Reference Cooperative– Global: QuestionPoint Global Reference Network
• Expertise– Collection based– Subject Matter Experts
• Availability– Time Zones– Shared Staffing
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24 Hour Live Chat Cooperatives• Always available to your users: the library
never closes!• Cooperative provides coverage when your
library is closed (evenings, weekends, holidays)
• Cooperative provides back up when your librarians are busy
• Librarians gain additional skills• A cost effective way to provide 24/7 coverage
– with a modest contribution of staffing