LIS 688C ������������������������������������������������������������������������������������������������������� �����������Jonathan Eaker Digital Reference Paper   ����������� Digital Reference is the newest way libraries have found to interact and serve their patrons. Many companies have seen this new area and have developed programs to fill this need or in some cases taking program for other purposes and adapted it to libraries. Since helping a patron with no visual communication (for now�) comes with it�s own challenges these programs have to find ways to show how to find the answer they need and be sure it is really what they are looking for. I have taken a look at the software created by QuestionPoint and LivePerson to see their abilities and faults and compared them to say which is better. ����������������������� QuestionPoint was created through a partnership of the OCLC and the Library of Congress. The Library of Congress uses it for their Global Reference Network and promotes its use by saying that it was created �by librarians for librarians.� In August of 2004 they merged with another digital reference tool, 24/7, that has a network to give libraries and patrons access to digital reference anytime of day. The QuestionPoint interface allows for chatting with the patron and co-browsing in which the librarian can go to a websites and the patron can watch and interact. As of last year they were planning to add 24 hour Spanish language support. This could be a very good resource because, at least in our area, the Hispanic population already uses the library for its computers and other resources so having someone they could ask questions to, if a Spanish speaking librarian wasn�t available, would be big help to those patrons. The QuestionPoint webpage seems to really push making reference better and providing help in doing that. They have a message board where anyone can post questions and answers or suggestions, they have a listserv where they send out articles on digital reference issues, and they ask for people to email them any questions they may have about the product. One good tool that they provide for the librarian is tracking information to see how much and when the service is being used. They also have created a database with answered questions that librarians using the software can consult. ����������� The network service does give the library a number of choices on how they can answer a patron�s question (it is dependent on what level of support you subscribe to). The local librarian can get the question from the patron and talk to them and try to answer it for them on the spot. It also allows for them to tell the patron they will look it up and write back to them when they find it. If the librarian can�t find the answer or doesn�t have the resources to answer a particular question they can submit it to their reference network, a group of co-operative libraries if they belong to one, or to the Global Reference Network where many larger libraries can see the question and answer it. The librarian could also consult the QuestionPoint Knowledge Base to see if the question has been previously answered and if they want when they answer a question they can submit it to the Knowledge Base. ����������� There is not fixed pricing for Question Point, it is dependent on which level of service you register for and how big your library is. They say a �user� could be one library or a whole library system and that they take into account things like universities that have many small departmental libraries. Also it�s taken into account whether you are part of a local reference network. They have three levels of service, the first is Global Only, where the patron�s questions are automatically directed to the Global Reference Network and no local librarians answer questions. Next is Local and Global with Standard Communications, where local librarians do answer questions through chat or email. The most advanced version is Local and Global with Enhanced Communications, where it has the co-browsing ability so the librarian can take the patron through databases and web pages to help them find the answer. I could find no clear statistics on the number of institutions using QuestionPoint but they did say that over 400 libraries are using the QuestionPoint-24/7 service, answering 1,200 questions a day and about 438,000 a year. ����������� I tried using QuestionPoint through the Winter Park Public Library in Florida. When I went to their page there was an icon to �Ask a Librarian� so I clicked on it and it let me select from email reference, chat reference, or looking up my question in the database. I went to chat and it asked for my username, location, and my question with the optional questions of my email and my age. After that it told me to turn off my popup blocking software, but once I did that it started loading the interface. It took the interface a minute or two to load, I actually thought it would go straight to a chat window, but eventually it came up with a chat section on the left and a window on the right. After a minute or so a woman came on and said she was looking for my answer, she asked if it was ok to change the window and then it took me through a database to find my answer. I did ask a fairly simple question but I was pleased with how quick and easy it went. ����������� I think this product sounds great and seems to work very well. They have many large users like Peking University, the New York Public Library System, and the Library of Congress so you know the Global network has good sources. They are still merging the QuestionPoint interface and the 24/7 software so that means there may be several issues and updates and with that comes possible bugs or down time. I would also wonder how much the cost is if such big institutions are using it, even with scalable pricing, a small library may not be able to afford it on their own. The Spanish language support could be one of the most valuable feature to some libraries so that they can serve a larger group of patrons. If they have many countries in their global network it seems like it would be easy to add other language support when patrons of other nationalities come in. ����������� �LivePerson�s software suite, Timpani, is marketed as fully functional communication software, with chat, email, and a knowledgebase. It was created for businesses that need to interact with their customers on a regular basis. They have even created a set of applications for large businesses and a set of applications for medium and small sized businesses with fewer options so it�s more affordable. The chat software allows you to talk to more than one person at a time. This may not be such a big deal in a library, but it does ensure that someone won�t be stuck with a generic message that a librarian will be with them shortly. The librarian can at least look at their question and be thinking about it, and tell the patron they will be with them soon. They also allow co-browsing so that the librarian could guide the user to a page that shows what they want. It also allows for the library to keep statistics on how users have been helped. The email software allows the librarian to manage emails and web forms which act as emails to answer patron�s questions. I don�t know that it would be used in most libraries but it does have the capability for user to track their questions to know if they�ve been read yet. They also concentrate on making sure they protect from viruses, hackers, and spam email. ����������� The LivePerson webpage does not provide any of their pricing options. They do say that it�s low cost, and several companies also comment that it�s lower cost than other options but that doesn�t say too much. On another page from 2001 there is a price of $89 per month, but I�m sure that�s increased. They do say that there is no extra cost for multiple installations and for multiple librarian IDs so that is helpful if you run a large library that would have many people using the software. They do make it sound as though most libraries would want the small and middle sized business version; they even have a page devoted to library virtual reference desk operations. They do have a list of several larger libraries which use their system including Carnegie Mellon University, RIT, and the Helsinki City Library. ����������� I tried out LivePerson through the Austin Community College. On the first screen I got to choose between email and chat reference. After I chose chat I was asked for my name and my question and I used the same question I did with QuestionPoint. After that it gave me page listing things I couldn�t do, like reload or go back, or I would end my session. It then took a minute or so to load the chat interface and it popped up on the right side of my screen. It said the librarian would be with me in a minute. So when the librarian came on they made sure they knew what I was asking and went to look for it. After several minutes the librarian returned with the answer and a link to a page with more info. Another minute or so later the librarian closed the session and that closed the chat screen erasing my answer and the link, but I had already copied it. I did think that it would have been easy for someone to have not yet written it down and lose their answer and that bothered me quite a bit. They didn�t have or didn�t use any co-browsing which meant I had to manually copy the link I was given and open it in a new screen. ����������� I think the LivePerson software serves its purpose well, it does allow the library to communicate and interact with the patron. I think libraries that do use this software have to overcome or at least cope with it primarily being created for businesses to talk to customers so it�s rather generic and has options which may not be that useful. I also wonder how much support they provide specifically for libraries, because libraries do deal with unique issues separate from businesses. ����������� Both QuestionPoint and LivePerson do what they advertise by allowing the patron to interact with a librarian to get help with a query. After using both and hearing what they have to offer I think that QuestionPoint is the better alternative. It is specifically created by library interests and for libraries, not adapted from a business program. Just from their webpage it seems they provide much more and focused support for library needs. It also provides a world-wide network which can be used for reference by patrons anytime of day without having local staff always available. Just in using both I found using QuestionPoint a better experience because it didn�t clear my answer after I was done. I don�t think a library choosing LivePerson would be at a significant disadvantage but I do think that QuestionPoint would be a much better choice.   Question Point Bibliography QuestionPoint Homepage. <http://www.questionpoint.org>. Accessed 9 April 2005. -Homepage of QuestionPoint, has info about the product and links to supporting sites.   Library of Congress Global Reference Network Page. <http://www.loc.gov/rr/digiref>. Accessed ��� 9 April 2005. -Information about the Library of Congress� Global Reference Network which uses QuestionPoint.   �Carlson, Scott. �New Service Allows the Public to Pose Reference Questions Without Visiting ����������� the Library,� Chronicle of Higher Education. 31 May 2002. ��������� <http://chronicle.com/free/2002/05/2002053101t.htm>. Accessed 9 April 2005. -Article about the launch of QuestionPoint with comments from librarians who are for and against it.   O�Leary, Mick. �QuestionPoint Fortifies Libraries in Internet Age,� Information Today Vol. 27 ��������� No. 3 (2003). <http://www.infotoday.com/online/may03/OLeary.shtml>. Accessed 9 April 2005. -Discusses Digital Reference using QuestionPoint as an example.   LivePerson Bibliography   LivePerson Homepage. <http://www.liveperson.com>. Accessed 9 April 2005. -HomePage of LivePerson and their Timpani suite of products     LivePerson Virtual Reference Page. <http://lppro.liveperson.net/sb/libraries.asp>. Accessed 9 ���������� April 2005. -LivePerson�s page on how their product can be used in libraries for Digital Reference.   The Chat Reference Experience at Carnegie Mellon University. ����������� <http://www.contrib.andrew.cmu.edu/~matthewm/ALA_2001_chat.html>. Accessed 9 ����������� April 2005. -A Page detailing Carnegie Mellon�s experience using LivePerson, very in-depth with lots of statistics. Concentrates on both positive and negative.   Fagan, Jody Condit, and Michele Calloway. �Creating an Instant Messaging Reference System,� ��������� Information Technology and Libraries Vol. 20 No. 4 (2001). ������ <http://www.ala.org/ala/lita/litapublications/ital/volume20no4.htm>. Accessed 9 April �������� 2005. -Article comparing several Digital Reference products.