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Worldwide (English) Change
QuestionPoint : Overview

Overview

QuestionPoint's reference management service provides libraries with the tools they need to interact with their users in multiple ways, using both chat and e-mail. Libraries may opt to participate in the 24/7 Reference Cooperative to provide live reference service around the clock to their communities.

Reference Management Service

  • Front-end systems for communicating with users in a virtual environment (chat, e-mail, Web forms, page push, cobrowse); no client-side downloads or additional applications are required
  • Online management of reference transactions that can include walk-up and phone activity enables you to handle follow-up tasks, question assignments and referrals using a single, integrated, Web-based interface
  • Administrative and reporting tools with statistical reports and customizable surveys
  • Build a local knowledge base customized to your library and your users' needs, and access the Global Knowledge Base, built by contributions from all QuestionPoint member libraries.
  • Cooperative tools that enable librarians to work collaboratively, including increasing coverage through shared staffing and building referral networks

The Global Reference Network—broaden your answering power

This worldwide community of libraries, museums, archives, historical societies and others provide a global referral network, available to QuestionPoint subscribers. Librarians participating in the network share their expertise in a multitude of subjects in 26 languages.

The Knowledge Base—because information is power

QuestionPoint's Knowledge Base is a database of questions and answers added by member libraries. Each library can maintain a local Knowledge Base, controlled by the subscribing library or library group. This local Knowledge Base becomes a key reference source customized to your library and its users' needs, saving time for the reference staff. Specialized local information or questions unique to your users grow into an invaluable archive. Libraries can also contribute to (and use) the Global Knowledge Base, a resource for reference support and discovery work, cooperatively built by all QuestionPoint members. And libraries can make both the Global and local Knowledge Bases available to users, right from the library Web site.

24/7 Reference Cooperative

Provide reference service around the clock, right from your library Web page, with QuestionPoint's 24/7 Reference Cooperative. Staffed by participating QuestionPoint libraries, the Cooperative provides trustworthy, realtime one-on-one reference assistance from professional librarians. And the service is available whenever your users need help: 24 hours a day, 7 days a week, including holidays.

Membership in the Cooperative means expanded hours of coverage without increasing staff—libraries can participate with only a modest weekly contribution of staffing to the Cooperative.

Flexible group membership options allow libraries to belong to multiple reference groups simultaneously (such as a library system, local consortium, statewide initiative or a subject-specific group).

Cooperative libraries may refer questions to subject expert librarians in areas such as art, business and science. The Global Reference Network provides a second referral option for the Cooperative.

Find out more about the 24/7 Reference Cooperative on the QuestionPoint wiki.

Implementation Services

Enjoy a single point of contact throughout the project. Your implementation manager partners with you to set milestones, define key tasks, design workflows and educate library staff.

Receive ongoing technical support during and after the implementation to help resolve any technical issues or questions that arise as you use the QuestionPoint service and participate in the 24/7 Reference Cooperative.

Why your library needs QuestionPoint

QuestionPoint combines an infrastructure of software and communications tools with a global network of cooperating libraries worldwide. Consider these important advantages for your library:

  • Raise the visibility of your library. Reach out to users with real-time assistance at their point of need, anywhere from your library's Web page.
  • Reach Web users of familiar resources such as Google and Yahoo! Search through links from WorldCat's Web interface.
  • Be there on the Web with quick, trustworthy answers—no downloads or special software needed.
  • Refer questions to a network of subject specialists with access to extensive resources, available throughout the world and in many languages.
  • Keep the door to reference services open around the clock by participating in the 24/7 Reference Cooperative, with only a modest contribution of staffing.
  • Gain better control over reference. QuestionPoint tools give deeper insights into user needs and staffing requirements.
  • QuestionPoint is much less expensive and easier to implement than building your own around-the-clock staffing solution from scratch.
  • Personalized implementation services simplify your library's start-up.
  • Eliminate barriers to service with QuestionPoint's lightweight patron interface, which works with screen readers and other assistive devices.