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