After assessing the solutions currently available, both Anglia Ruskin University and the University of East London (UEL) have selected OCLC's QuestionPoint to provide a new online enquiry support service to their library users.
QuestionPoint is a virtual reference management service that enables libraries to respond to enquires in real-time using online chat and co-browsing.
This service will be key in supporting both universities’ library services amid changing information and learning environments; including growth in distance and e-learning. Increasingly, users expect immediate access to information. Changing learning patterns mean that libraries must deliver services where users are; on the web.
QuestionPoint is a hosted solution which users access via a web browser, meaning increased options for learners to request support at their point of need, i.e. the university Library website, accessible via the web or even mobile devices.
Catherine Walsh, Associate Director, Library and Learning Services, UEL explains: “Learners will have the option of contacting library staff online for immediate support when they require it. Distance and part time learners will see particular benefits, as will users with limited time available to spend in the library and students whose courses involve considerable amounts of ‘off campus’ working.”
As QuestionPoint requires no additional hardware or software investment both Anglia Ruskin and UEL recognise the benefits to be achieved in cost and staff time in delivering these services online.
"The establishment of a virtual reference service was identified as a priority for Anglia Ruskin University in 2008, aligning service development to the access policies of our University. QuestionPoint was chosen to enhance our existing online services, increasing options for off-campus users to request support at point of need" explains Carol McMaster, Faculty Liaison Librarian and Project Lead, Anglia Ruskin University."
Going forward additional benefits open to current QuestionPoint users such as Anglia Ruskin and UEL include the option to join the 24/7 Reference Cooperative, which provides members with the ability to supply live chat reference services to users, 24 hours a day, 7 days a week, 365 days a year through access to a global cooperative of collaborating members.
To find out more about QuestionPoint or any of the points above please email uk@oclc.org.
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