Building shared resources

Globally, the QuestionPoint collaborative network is a powerful way to connect libraries and to answer user needs, but it is only part of the whole picture.

Researching the answers to reference questions-whether relatively simple or very complex-requires considerable time and effort. Once that effort is expended, it is efficient to conserve those questions and answers, so that the same effort does not have to be duplicated the next time the question is asked.

The global Knowledge Base is one of QuestionPoint's key legacies to the reference world. As answers are completed, they are added to the Knowledge Base. Personal information about the library user is removed from the record and all records are edited for clarity and to enhance searchability. Metadata can also be printed out or captured in detailed reports - data about the online reference process, not just the questions and answers themselves.

As records accumulate, the next time a similar question requires research, the Knowledge Base becomes a primary discovery source, saving all QuestionPoint members time and money.

For more details, see QuestionPoint Member Guidelines.

Build a local resource, too

Each library can maintain a local Knowledge Base, controlled by the local reference staff or the subscribing library or library group. These Knowledge Bases become the primary sources for the global Knowledge Base. Add records to the local Knowledge Base not only from library users' online questions, but also from walk-up questions, telephone reference questions, etc.

The local Knowledge base thus becomes a key reference source customized to your library and its users' needs, saving even more time. Specialized local information or questions unique to your user base grow into an invaluable archive. The local Knowledge Base tools allow your staff to work more efficiently and to focus more energy on the new and the complex questions not already available in the Knowledge Base.

Of course, the library user also benefits from shortened response time and enhanced service.