Nylink

QuestionPoint 24/7 Reference Services

QuestionPoint offers libraries and library groups a powerful, yet inexpensive and easy-to use resource to provide and manage their virtual reference services. One of the unique features of QuestionPoint is that it also provides libraries with access to a global network of reference librarians collaborating to provide the best possible reference service to library users.

The foundation of the service is a best-in-class Reference Management Environment, on which can be built a flexible 24/7 Reference Cooperative.

The Reference Management Environment provides the front-end systems for communicating with users in a virtual environment, and the administrative and reporting tools for better managing your reference tasks. It also includes access to the Global Reference Network, a worldwide system of libraries that route questions and answers to each other based on profiles of expertise.

The 24/7 Reference Cooperative is an optional layer that provides round-the-clock coverage for a specific group of libraries, and to bolster service when and where it is needed most.

QuestionPoint enables libraries to respond to, track and manage reference questions from patrons via the Web, with the service hosted at OCLC. You can easily add simple links from any page on your library's web site to locally branded and customizable web-based question submission forms and live chat interface for your patrons.

Libraries can collaborate to form regional or subject-based reference groups that provide cooperative chat coverage for their group. Local knowledge bases of question and answer pairs unique to your library or reference group are easy to build and maintain. As needed, you can refer unanswered questions to other libraries in your group, and refer questions that may be beyond the scope of your library or group's collections to subject matter experts in libraries around the world through a global web-based automated network. The QuestionPoint Global Knowledge Base of previously asked and answered reference questions is an excellent resource for both librarians and patrons.

Features