19 November 2015 QuestionPoint use by California and Virginia Community College Systems
Virtual Reference: QuestionPoint Karri Sites Library Services Consultant
Goal of Reference Services Connecting users with information anytime any place Reference Desk Telephone Email Chat Social Media Learning Management Systems Academic retention Homework help ROI
Provide high-quality reference services online and around the clock SUPPORT
an online reference service focused on collaboration Software Tools support both local and global online reference and collaboration w/your own group Staff Share Sharing and collaboration with other libraries in the network 24x7 Service Online Reference questions answered 24x7, 365 days a year
Increase coverage without increasing staff
Answer questions anywhere, anytime through cooperative virtual reference. Karri Sites Library Services Consultant sitesk@oclc.org
Today s panelists: Glorian Sipman - Technical Services/Collection Development Librarian, MiraCosta College Library Jacque Dessino - Electronic Services Librarian, Tidewater Community College Libraries
California Community College QuestionPoint Group Glorian Sipman MiraCosta College Library
California Community College Group Administrator, Glorian Sipman Brief History of the California Community College Group San Diego area Community Colleges launched their group in July 2007 (8 libraries) Simultaneously, there were 8 other California Community Colleges who also were using the QP service. In July 2009, we merged the two groups, and I agreed to serve as the Group Administrator for this larger entity. Since July 2009, we ve added 13 more libraries. So we re now up to 29 libraries.
California Community College Group Administrator, Glorian Sipman (con t.) Launching QuestionPoint QP has many, many bells & whistles. For new librarians, the official OCLC documentation & training options can be overwhelming. Focus on the basics to get up & running. After the service has been in use, go back and review documentation & tutorials to see which options you might want to incorporate. QP Blog & listservs are helpful for keeping up with enhancements & known issues.
California Community College Group Administrator, Glorian Sipman (con t.) My personal reflections as both a chat librarian and a group administrator Works best if this mode of reference is fully integrated into the library workflow across the board. Avoid having only one librarian who is THE QP librarian. At my library, we have the single library queue turned on at the reference desk. All librarians are expected to pick up chat sessions just as all librarians are expected to answer the phone. MiraCosta student chat sessions are now answered mainly by MiraCosta librarians.
California Community College Group Administrator, Glorian Sipman (con t.) (Personal reflections, cont.) Don t hide the service! Place the Qwidget in as many different places as possible. Qwidget drives use (at least in my experience) Trust your colleagues. They do great work! Review your chat session transcripts great opportunity to provide personal service. Administrators love QP: equivalent service to online students; easy to understand especially concept of 24/7 access; easy to get statistics.
California Community College Group Administrator, Glorian Sipman (con t.) Student Feedback from MiraCosta QP Surveys Quantitative 79% agree that I received a better answer from this resource than I would have found on my own. 89% agree that the librarian was knowledgeable. 85% agree that they are very likely to use the service again. 48% of users discovered the chat service by finding it on our webpage; 38% heard about it from an instructor or librarian.
California Community College Group Administrator, Glorian Sipman (con t.) Student Feedback from MiraCosta QP Surveys Qualitative The librarian was very helpful and was able to help me find what I was struggling to look for. I love this service and utilize it often! Thank you so very much for this service. It's a life saver and also a time saver in a big way. She was amazing and helpful, just what I needed. Extremely helpful, patient, and solved my issue. Thanks! Amazing service that has not let me down. Always helpful, friendly and knowledgeable. I think this is a very helpful. If I have any questions or help a librarian is just a click away.
Virginia Community College System Jacque Dessino Tidewater Community College
Virginia Community College System Coordinator, Jacque Dessino Virginia Community College System (VCCS) 23 colleges: 2 large, over half have less than 3,000 annual FTE Many shared systems, including library systems, but only 2.5 people in system office for all library support VCCS Virtual Reference System wide shared service All colleges are included Not all colleges cover the service
Virginia Community College System Coordinator, Jacque Dessino Fall 2003 Implemented by volunteer committee of library directors & SO Library Director 32 Hours per week Covered by volunteer librarians throughout the VCCS All librarians answer questions for all colleges Spring 2004 I volunteered to be central coordinator Part time librarians hired to cover 25 evening and Sunday hours Summer 2008 Coverage has expanded to 64 hours per week Questions answered increases 53% Obvious need for 24/7 service Prior to QuestionPoint
Virginia Community College System Coordinator, Jacque Dessino Went live Fall 2008 QuestionPoint & 24/7 Reference Cooperative Most implementation decisions made by SO librarians and me One VCCS queue for all colleges Shared Followup Part time librarians would cover our commitment to the coop Volunteer librarians would continue to cover VCCS only Most Institutions requested central administration (me) 100+% increase in questions first year of QP
Virginia Community College System Coordinator, Jacque Dessino 9000 8000 7000 Total VCCS LRC Live Questions Asked FY04-FY13 QuestionPoint & 24/7 Coverage 6000 5000 4000 3000 2000 1000 0 FY04** FY05 FY06 FY07 FY08 FY09* FY10* FY11* FY12* FY13*
Virginia Community College System Coordinator, Jacque Dessino Reflections on our Setup Number of colleges providing coverage has declined Initially had 16 colleges & SO providing coverage Currently 11 colleges provide coverage Two largest institutions provide the majority of coverage but they also account for the majority of questions asked Covering a shift increases usage One small college went from 3 annual questions asked to 179 after their librarian started covering
Virginia Community College System Coordinator, Jacque Dessino Training Reflections on our Setup I do 3-4 training webinars a year Colleges expected to train new librarians QP documentation, training, and recorded sessions have improved greatly Some things don t get done Viewport didn t change for 7 years Our Chat Form has never changed
Virginia Community College System Coordinator, Jacque Dessino It Takes Cooperation We use E-mail Partner referral so non-covering schools can follow up if necessary Librarian from one college created the first few Qwidgets, then System Office Librarian created Qwidget for every school Institution Admin from our largest college does majority of Shared Followup A TCC colleague keeps the policy pages up to date
Thank you