OCLC Online Computer Library Center Question Point and

OCLC Online Computer Library Center Question. Point and 24/7 Reference Update Vivien Cook Regional Account Manager OCLC PICA A worldwide library cooperative

OCLC Online Computer Library Center Physical Reference Model Patron Population Enter the library with an info need The Library Initial Service Point Specialist Area External Resources – Experts, Consortia, etc. Budget & Service Management Specialist Area

OCLC Online Computer Library Center Online Reference Model Online patron population with information need Web Site (s) Library/ Cooperative Group Library or Specialist Area Shared Services • Branding • Chat queues • Web forms • Stats • Scheduling Library or Specialist Area Shared Knowledge Base Budget & Service Management Library or Specialist Area External Resources – Experts, Additional Consortia, Back-up Coverage

OCLC Online Computer Library Center A ‘merger’ of two premier reference cooperatives § MCLS and OCLC agree to combine their reference services § 24/7 Reference (MCLS) § Question. Point (OCLC) § Bringing together a live 24/7, managed reference cooperative and a worldwide reference management platform.

OCLC Online Computer Library Center Libraries can incorporate: - Question. Point to meet their users at their point of need. - 24/7 Reference Cooperatives to guarantee that someone will always be there for their user. email, web forms, chat Future tech Feedback/ Survey Local Librarians Coop Librarians 24/7 Reference Coop (Public or Academic) Global Reference Network Local KB Service History Global KB Administration and Reporting walk up, phone, fax Local Library & Site Customer with info need

OCLC Online Computer Library Center Expanded Reference Suite Elements § Reference Management Service § Base Management Environment § Service Unit Profile § Cooperative Coverage Service § Round the clock live reference staffing support § Back up staffing during peak hours § Access to two cooperative queues: Academic and Public § Access to Subject Experts

OCLC Online Computer Library Center 24/7 Reference Cooperatives Global Ref Network Services • Fail Safe Coverage • Quality Control • Schedule Management • Policy Management • Training • Mentoring • Effective Use Academic Cooperative Best Match Routing L of Congress & On-Call Managed Interact Tools Reference Mgmt Service Coop Coverage The New Cooperative Reference Service Suite Offerings Cooperate Public Cooperative Coverage Groups (Chat, email) Self Managed Build Specialized Subject Expert Services • Law • Medical • Spanish • and more Referral Partners Self Managed Manage

OCLC Online Computer Library Center Reference Management Service § Pricing § A library or group of libraries license a Base Management Environment (need single point of billing) § At least one Service Unit Profile per participating library. Able to add on per functional service area. § Base Management Environment Functionality § Interaction tools – chat, email, web form § 1 Knowledge Base per Base Management Environment § Group Statistics and Management Tools (e. g. Scheduling) § Service Unit Profile Functionality § Used to describe library or smaller unit’s policies/practices § Reports, usage, and staff management tools for unit

OCLC Online Computer Library Center Price Code Review Reference Management Service Prod Name Price Base Management Environment QP Full Service $3500 QP Global Service Only $1000 QP Traditional Profile (Existing QP Only) $2000 Service Unit Profiles QP Service Unit – up to 5 $750/per QP Service Unit – up to 10 $500/per QP Service Unit – 11 or more $350/per

OCLC Online Computer Library Center Cooperative Coverage Service § Pricing § Cooperative Coverage Fee (based on population served or FTE) § Weekly Staffing Contribution (based on population served or FTE) § Can be billed separately from Reference Management Service, but participants must have Ref Management Service § Services § Managed Scheduling, Quality Control, Policy Management § Failsafe Coverage – always someone there to cover

OCLC Online Computer Library Center Discounts § Member Discounts for OCLC Cataloging Members (5% off total) § Group Discounts (based on number of Service Unit Profiles) § Libraries (service unit profiles) 1 -5 § Libraries (service unit profiles) up to 10 § Libraries (service unit profiles) 11 or more

OCLC Online Computer Library Center Options § Global Only Access § Libraries can still subscribe to limited service with access only to the Global Reference Network § Enhanced Communications add-on § Available at the existing per library add-on price

OCLC Online Computer Library Center Example Implementations § IZUM – Slovenia § Gaelic Consortium – South Africa § Al@din – Holland § Co-East Museums Archives & Libraries § National libraries of Wales, Scotland, the British Library, Royal Library Netherlands

OCLC Online Computer Library Center

OCLC Online Computer Library Center Questions A worldwide library cooperative