Frequently Asked Questions About the Transition of QuestionPoint and 24/7
Collected by the Transition Task Force
Last Revised: July 11, 2005
Index
- Overview of QuestionPoint and 24/7 Reference
- What is QuestionPoint?
- What is 24/7 Reference?
- Transition of QP and 24/7 Reference
- When is all of this going to happen?
- Can I keep using the software I'm using now?
- Who will be providing technical support?
- What is this going to be called?
- Where can users keep up on the news and discussions?
-
Description of Service and Pricing
- How much is this going to cost?
- What is a Base Management Environment?
- What is a service unit profile?
- If I am sharing a BME with several other libraries, will we each have our own question management tools?
- What is a queue?
- What is the Global Reference Network?
- What is a knowledge base?
- Will there be any discounts?
- We can't afford to pay any more. Will this merger create additional costs?
- If our library decides not to join the 24/7 Reference cooperative, what are our options for expanded coverage?
- For QP users
- How will this affect me if I am currently a QP user?
- How will this affect me if I am currently a subscriber to both?
- Do I have to do chat?
- How will we be trained?
- If I join the 24/7 Reference cooperative, how do other libraries answer questions for my patrons?
- Is there a template for me to use to create my policy page?
- Do I have to answer questions for other libraries?
- What changes will I need to make to my intake web pages during the transition, and when will this need to be done?
- When do I need to decide if I am going to use the current standard QuestionPoint chat or new chat with lightweight co-browse used currently by the 24/7 Reference service?
- Can I try the new chat then revert back to the current standard chat if I want to?
- What will happen to my current local knowledge base if I become part of a group of libraries on one BME? Can its current contents be integrated with the shared knowledge base?
- If I am part of a group of libraries currently using cooperative coverage in QP, will we all have to use the same type of chat to retain that arrangement?
- Can I still use the QuestionPoint with enhanced communications?
- For 24/7 users
- How will this affect me if I am currently a 24/7ref user?
- How will this affect me if I am currently a subscriber to both?
- How will we be trained?
- What will happen to the consortium I'm in now?
- What about the support for the consortium?
- What is a profile (We don't have this in 24/7 Reference)?
- What will happen to QRC?
- Can I use the question management tools in QP?
- What do I have to do to make the switch? When will that happen?
- What will happen to the questions that are currently in the QRC?
I. Overview of QuestionPoint and 24/7 Reference
1. What is QuestionPoint?
QuestionPoint is a virtual reference service that provides several different options for libraries to serve their patrons on the web, both locally and through cooperative arrangements, including the 24/7 Reference cooperative. It has an email reference service, a virtual reference service with chat and co-browsing, and access to both a local and a global knowledge base. Subscribers also have access to the Global Reference Network, which provides automatic routing of questions among participating libraries and subject specialists based on subject and collection resource profiles. See Section III for a description of service features.
2. What is 24/7 Reference?
24/7 Reference™ provides an around the clock reference service, built by a cooperative of participating libraries. Libraries answer questions for each other using chat and co-browsing software, and refer questions when necessary by email and/or routing to subject specialists. 24/7 Reference helps supplement your hours of service by being available to patrons 24 hours a day, seven days a week, including holidays. In addition, the software tools used by 24/7 Reference which enable cooperation will be integrated with the question-management features of QuestionPoint.
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II. Transition of QP and 24/7 Reference
1. When is all of this going to happen?
January 2005 will mark the launch of the initial service suite which will bring together the QuestionPoint and 24/7 Reference communities, including reference management and cooperative coverage services. New and existing members will now have access to increased functionality in addition to the around-the-clock 24/7 Reference cooperative coverage.
In the January 2005 release, QuestionPoint users will have the option of using the chat tools currently used by 24/7 Reference users, and joining the 24/7 Reference Cooperative. 24/7 Reference users will have access to the question referral and management tools, web form and email reference tools, local and global knowledge bases, and access to the Global Reference Network (GRN) available to QuestionPoint users today.
By Fall 2005, the two services and communities will be completely merged, with a common reference management interface.
2. Can I keep using the software I'm using now?
If you are a QuestionPoint user, you can continue to use it exactly as you now do, or you may consider:
- Upgrading to take advantage of the integrated chat toolset with lightweight co-browse, currently used by the 24/7 Reference service;
- Joining the 24/7 Reference Cooperative, thereby offering 'round the clock coverage to your patrons.
If you are a 24/7 Reference user, you will continue to use the same chat tools, and you will enjoy increased functionality using the QuestionPoint question management and email tools
3. Who will be providing technical support?
Current QuestionPoint users will continue to receive technical support from OCLC and their Regional Service Providers, if applicable.
Current 24/7 Reference users will continue to receive support from the 24/7 Reference staff, who are being trained on the features of QP that are being incorporated with 24/7 Reference.
QuestionPoint users that choose to join the cooperative and/or use the new chat module will receive primary support from OCLC staff who are being trained on the new chat tools. 24/7 Reference support staff are being incorporated into the OCLC support staff.
4. What is this going to be called?
QuestionPoint: 24/7 reference services.
5. Where can users keep up on the news and discussions?
Users are encouraged to use the following sites:
In addition, announcements will be posted to QP and 24/7 Reference listservs.
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III. Description of Service and Pricing
1. How much is this going to cost?
A new pricing model that reflects the new suite of services was introduced at the beginning of 2005. The impact on your library depends on how you use the service and the options that you chose.
The new pricing model consists of two components: a software access fee and a cooperative coverage fee. Only those libraries that elect to participate in the 24/7 Reference cooperative will pay the cooperative coverage fee. The software access fee consists of two parts:
- Base Management Environment (BME)
- Service Unit (SU)
The cooperative coverage fee is based on FTE for academic libraries, and for public libraries it is the population of your service area. For Multitype cooperatives, the cooperative coverage fee is based on the combination of FTE and population served. The price per person decreases as the number of people increases, thus the price per person is less for large groups (states, regional systems) than it is for a smaller number, such as a single library. This pricing model thus encourages libraries to cooperate with as many other libraries as possible, in order to bring down costs.
OCLC is offering pioneer pricing discounts for libraries joining the cooperative that might face a large unbudgeted increase as a result of joining now.
For more details or if you would like a price quote for your library, please contact Lauri McIntosh at mcintosl@oclc.org
2. What is a Base Management Environment?
Subscribing to the Base Management Environment (BME) provides a group or library with access to the entire range of reference management tools available as part of the QuestionPoint package, including: email management, web forms, chat software, local knowledge base, access to the global knowledge base, and access to the Global Reference Network (GRN). A library and its Service Unit Profile(s) are associated with a Base Management Environment. Alternatively, a group of libraries could share access to the BME's cooperative tools including the group's knowledge base and chat queues.
3. What is a service unit profile?
Service unit profile equates to a discreet entry point on your website. If you want to have statistics, policy information, links, scripted messages, email, webforms, etc. that relate to specific libraries, branches, or subjects, you need a service unit profile for each discrete entity. For example, a cooperative of 10 libraries could share a BME but would need a Service Unit profile for each library.
4. If I am sharing a BME with several other libraries, will we each have our own question management tools?
Yes, each library will have access to the question management tools, as well as the chat software. Each library could have access to their own statistics and reports, so long as each library has its own Service Unit Profile. However, if several libraries share a BME, there will be only one "queue" for all of the libraries to share, which means that the librarians would not be able to monitor their own library's queue without also monitoring the queue of the other libraries that are sharing the same BME.
Example:
5 academic libraries agree to staff a live reference service for each other. Each wants access to its own session transcripts, statistics and reports, but they agree to share a local knowledge base, and they agree that whenever they staff the service, they will staff for each other (Library A will never monitor just itself but will also monitor for the other 4 libraries in the group).
In this scenario, the 5 libraries would only need to purchase 1 BME to share, and 5 service unit profiles (1 for each library).
In the above example, if each of the 5 libraries wanted to monitor just for itself, or wanted its own unique knowledge base, then each of the 5 would need a separate BME as well as a service unit profile.
5. What is a queue?
A queue is a discreet monitoring point for your patrons to access the service. Your library's entry points will be associated with a queue with patrons arriving on a first come, first served basis. If you are sharing a Base Management Environment with other libraries, patrons from the various libraries will appear in the shared queue along with information indicating their library or entry point.
6. What is the Global Reference Network?
The Global Reference Network (GRN) was established by the Library of Congress. Formerly known as the Collaborative Digital Reference Service (CDRS), this is a network of libraries throughout the world that agree to answer questions for each other, in their areas of subject and collection strength. In order to participate in the GRN, the library fills out a profile. The information in the profile is used to create a match between the question and the library that can best answer the question. Questions are referred to the GRN through web-based email referral; the GRN is currently not accessible using live chat.
7. What is a knowledge base?
A knowledge base is a database of questions and answers. It is usually searchable by subject or keyword. Each library can maintain a local Knowledge Base, controlled by the local reference staff or the subscribing library or library group. Libraries can also contribute to (and use) the Global Knowledge Base, a cooperatively built resource for reference support and discovery work.
Librarians may 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.
8. Will there be any discounts?
Yes, OCLC cataloging and membership discounts will be available, as well as, discounts for libraries or institutions purchasing cooperatively.
9. We can't afford to pay any more. Will this merger create additional costs?
Some libraries will see no increase in price. For other libraries, especially those who are part of the 24/7 Reference cooperative, there may be an increase in price due to the cooperative coverage fee. OCLC will implement pioneer pricing discounts, so that any library that faces a significant increase for next year will be able to defer payment of the full cost over up to a three-year-period. For more details, please contact Lauri McIntosh at mcintosl@oclc.org
10. If our library decides not to join the 24/7 Reference cooperative, what are our options for expanded coverage?
Membership in the 24/7 Reference cooperative is not required. Any QuestionPoint or 24/7 Reference user may use the software to cooperate with libraries in the same region or anywhere in the world. The service staff at OCLC will be happy to assist you in finding other cooperative partners.
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IV. For QP users
1. How will this affect me if I am currently a QP user?
You will still have access to everything you currently use today as a QuestionPoint user, and you will have the ability to use a new set of chat tools based on those currently used by the 24/7 Reference service, which includes the lightweight co-browse feature. Additionally, you will have the option of joining 24/7 Reference cooperative, to provide round-the-clock cooperative coverage for your patrons.
2. How will this affect me if I am currently a subscriber to both?
If you currently subscribe to both QuestionPoint and 24/7 Reference, you will continue to receive the same high quality services. The major change will be that you will be able to access those services through a single, shared entry point.
3. Do I have to do chat?
No.
4. How will we be trained?
OCLC will offer training on the new software beginning in February 2005. Instructor-led training both on-site and on-line will be available along with self-paced tutorials. There are additional fees for onsite training.
5. If I join the 24/7 Reference cooperative, how do other libraries answer questions for my patrons?
Libraries in the 24/7 Reference cooperative each fill out a Policy Page, which contains the policies and procedures of that library. Information on the policy page includes: links to the library's web catalog and databases, information on fines and fees, referrals to subject specialists in the library, and other local information. The common format of the policy pages allows librarians throughout the cooperative to answer questions about your library, quickly and easily, without having to go to the library website itself to find the information.
In addition, the 24/7 Reference Cooperative members agree to adhere to policies and procedures, including a process of quality control. The quality control process ensures that librarians use best practices in providing answers to the user community served by the cooperative members.
6. Is there a template for me to use to create my policy page?
Yes. Once you are a 24/7 Reference cooperative member you will fill in your policy page online. This policy page is accessible to any libraries in your cooperative group.
7. Do I have to answer questions for other libraries?
If you join the 24/7 Reference cooperative you will be answering questions from libraries like your own. There are currently two cooperatives, one for public libraries and one for academic libraries, with new and more specialized cooperatives in development. If you do not join the 24/7 Reference cooperative, you will answer questions just as you do now, depending on your GRN participation.
8. What changes will I need to make to my intake web pages during the transition, and when will this need to be done?
If you take advantage of the new chat tools you will need to modify the link on your current pages to your chat service when you are ready to "go live". This new link will connect the patron with your new intake form, which will be largely driven by configuration settings rather than an HTML templated page as it is today.
9. When do I need to decide if I am going to use the current standard QuestionPoint chat or new chat with lightweight co-browse used currently by the 24/7 Reference service?
Although you can switch to the new chat software as early as January 2005, it is not required at that time. You can choose to upgrade your subscription at anytime in 2005 or time your upgrade with your renewal. If you don't use chat or find that the new solution will not work as effectively as the current standard solution, you can continue to use the service as you do today. However, if you choose to join the 24/7 Reference cooperative, you will need to upgrade to the new chat at that time.
10. Can I try the new chat then revert back to the current standard chat if I want to?
Yes, unless your library participates in the 24/7 Reference cooperative. 24/7 Reference cooperative members must use the new chat with lightweight co-browse. A trial of the new chat can be made available for this assessment. When an existing QuestionPoint user upgrades to the new chat, they will also be able to control the timeline of transition from their existing chat service to the new service from their Administrative Module.
11. What will happen to my current local knowledge base if I become part of a group of libraries on one BME? Can its current contents be integrated with the shared knowledge base?
If you elect to join a group and share a knowledge base rather than keep your own Base Management Environment with your own knowledge base, arrangements will be made to export your knowledge base and import it into the new knowledge base. Alternatively, you can keep your own BME and knowledge base, then cooperatively work with the group using both your own knowledge base as well as that of the groups'.
12. If I am part of a group of libraries currently using cooperative coverage in QP, will we all have to use the same type of chat to retain that arrangement?
If you would like to share coverage of your chat service, then you will need to use the same type of chat (either the existing standard chat or new chat with lightweight co-browse). However, if you are not sharing chat coverage, then you can refer questions to each other using the question management tool, without all libraries using the same chat.
13. Can I still use the QuestionPoint with enhanced communications?
On June 30, 2005, the “QuestionPoint with enhanced communications” option was discontinued. Most subscribers had earlier elected to migrate to the new QuestionPoint: 24/7 Reference service suite, remaining subscribers are migrating now. For more information, contact Jeff Penka at penkaj@oclc.org.
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V. For 24/7 users
1. How will this affect me if I am currently a 24/7ref user?
You will still have access to everything you currently use today as a 24/7 Reference user. Additionally, you will also gain increased functionality via access to knowledge bases and reference management tools provided by the merger with QuestionPoint.
2. How will this affect me if I am currently a subscriber to both?
If you currently subscribe to both QuestionPoint and 24/7 Reference, you will continue to receive the same high quality services. The major change will be that you will be able to access those services through a single, shared entry point.
3. How will we be trained?
OCLC will offer training on the new software beginning in February 2005. Instructor-led training both on-site and on-line will be available along with self-paced tutorials. There are additional fees for onsite training.
4. What will happen to the consortium I'm in now?
If you are currently a member of the 24/7 Reference cooperative, then membership in this cooperative will not change, although the cooperative will grow as new members are accepted.
5. What about the support for the consortium?
The 24/7 Reference cooperatives will continue to be managed by existing 24/7 Reference staff, along with QuestionPoint staff as required.
6. What is a profile (We don't have this in 24/7 Reference)?
Libraries that wish to participate in the Global Reference Network (GRN) need to fill out a profile in order to participate. Similar to the 24/7 Reference policy pages used to describe members, a profile describes your library contextually for others in the GRN and the software. The member profile contains information such as: subject strengths, language strengths, and hours of service-up to 28 fields of data used to route the question. All those attributes are supplied to the member profile. The member profile enables you to specify the level of effort your library can contribute to the Global Reference Network including areas such as hours of operation, number of questions your library can answer weekly or monthly, etc. You have full control in defining and modifying your participation level in the Global Reference Network.
7. What will happen to QRC?
As 24/7 Reference integrates into QP, QRC will be replaced by the question management features of QP. QRC will be phased out by August 2005.
8. Can I use the question management tools in QP?
Yes. The 24/7 Reference transcripts will be integrated into the QuestionPoint interface.
9. What do I have to do to make the switch? When will that happen?
We will notify 24/7 Reference users when the QuestionPoint interface is ready. QRC and QuestionPoint will run in tandem to the degree possible until all 24/7 Reference users are fully integrated into the system.
10. What will happen to the questions that are currently in the QRC?
Archived sessions and active sessions in QRC will not be moved to the Question Point system. All 24/7 Reference transcripts will continue to be housed in the existing "Info" database until the one year transcript maintenance period has expired.
