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QuestionPoint virtual reference service system co-development and its localization


【Abstract】 The cooperation QuestionPoint virtual reference service system and the Peking University Library and the application of CALIS was introduced, and tally up the cooperation on the development of virtual reference services of the project useful experience. Abstract title】 【Information Services Abstract Collaborativedigitalreferenceisthe 【English】 virtual reference service body (VirtualReferenceService, or the Digital Reference Service, Networked ReferenceService), refers to the digital information environment, books Museum web-based, e-mail, real-time questions and answers, online reference tools, etc., to provide users with reference services. From the mid 80s of last century there has been virtual reference service, and its development trend is gradually moving towards a distributed cooperative virtual reference services, that in a networked environment, libraries or information agencies through a cooperative manner to provide services to users. Present, the global emergence of cooperation within the virtual reference service more than 40, ranging from inter-regional cooperation to a nationwide have. Only one of them worldwide through cooperation to provide virtual reference services project is QuestionPoint (hereinafter referred to as QP), the project began in November 2000 the Library of Congress and OCLC jointly led CDRS (CollaborativeDigitalReferenceService) project. The difference is, CDRS project is based on And QP based on an increase in this end-user service by OCLC services and systems responsible for the maintenance and promotion, as fee-based services, in June 2002 formally put into operation, there are more than 300 worldwide Public Library Museum, University Library, special libraries, virtual reference service agencies to participate. Peking University Library was in July 2002 joined the QP, as in mainland China the first to join the project members. This paper will introduce a system of QP project and Peking University Library's experience with QP for the library community to develop their own national virtual reference service projects of cooperation to provide some reference. 1 QP system service 1.1 service model QP system service model is a three-tier structure of the Global), regional (Regional) and local (Local). Including global and regional services for the library, the library in the system among the members; local service for end users, that is, QP services to end users through the implementation of local services. Figure 1 Qp photos Schematic diagram of the system service model QP system of services for end users include two elements: real-time Q & A (chat) and e-mail consultation. Global (Global): QP systems worldwide network of cooperation. QP system member libraries can be the museum can not answer the question to send to the Global network, the system according to the characteristics of questions to answer automatically assigned to the most appropriate member libraries of the problem, so the effective use of all members of the museum's resources. Area (Regional): QP system is a regional consortium of libraries and information agencies to provide a virtual reference service in collaboration channels. Approach to regional cooperation, adding QP system, then each member of the Commonwealth of the local museum can not only enjoy all the services, and member libraries can cooperate, such as a members of the House to answer questions that can not be forwarded to other members of the House to answer. In addition, QP system will belong to the consortium to build a knowledge base for retrieval and use of member libraries; each region of the Commonwealth may set a super administrator. Local (Local): the local library in their own home page by e-mail and real-time questions and answers to establish a link, for end users e-mail and real-time Q & A advisory services, responsible for consulting the librarians just need a user name and password , you can log QP system to provide users with services, all of the technical processing carried out by the QP system can also belong to the library to build a knowledge base. 1.2 Service Process QP system is mainly composed of three parts: · members of the database (MemberProfiles), log into the system information on the characteristics of the members of the Museum of the situation. Museum members apply to join the QP in the system, are required to fill MemberProfile, if not complete, is not able to use the Global Network Services. · Q & A Manager (RequestManager), responsible for the problem input, routing (routing) and answer the software system, its main role is assigned and coordinated functions, through appropriate mechanisms and answer the question Museum Museum of organically linked . · Knowledge Base (KnowledgeBase), storage problems and answer database is searchable. Workflow shown in Figure 2. Photos Figure 2 QP system work flow chart of the system workflow is: · library to the system by the question type problems. · Automatically search the knowledge base, and if the answer to this question has already in the database to automatically reply to the question library. If not, then this problem into RequestManager for further analysis. · System MemberProfile to search, retrieve the appropriate answer to the question of the library, the issue forward in the past. If the problem can not be matched automatically by the system, they would be sent to the duty librarian (On-calllibrarian), by their manual matching. · Library is responsible for answering questions will receive an e-mail messages and was asked to answer the questions assigned to them, so they log on to see the problem QP, then the museum's resources and other network resources to answer . If they can not answer this question, or questions have been wrongly assigned to an inappropriate library, then they can use the The information on this issue, you can use the · Question is answered, the question of the library will receive a notice telling them the answer is stored in the · Subsequently, questions and answers will also be added to Knowledge Base (KB), the gradual accumulation. Before being added to the repository will have an editorial process to ensure that any personal information have been removed, will be a corresponding increase in key words and themes, URL and bibliographic citations are to standardize the format, data is vulnerable to the influence of time devoted be marked, so that questions and answers on the way into the knowledge base to regulate the easy retrieval. In addition to QP system
next President of the question / answer, other information to provide consulting services organization or organizations, but also to the knowledge base can provide your own questions / answers, which makes the knowledge base for a comprehensive search knowledge base. 1.3 for the end user's local service QP local (Local) service is the system through the local library to provide services for end-user embodiment, real-time e-mail Q & A advisory and consulting two forms. QP services running entirely on the server system, members of the House just use username and password, you can log QP system to manage museum services. Let us from the local (Local) services librarian interface and user interface to introduce this service: (1) user interface. User interface including e-mail interface and real-time Q & A consulting advice interface. QP system for members of the museum provides a user interface template library just download it and according to the needs of the museum to personalize the processing, for example, according to museum home to the style of processing is consistent with the overall style, and then place it in the museum's home page, allowing users to directly access. Part of the e-mail contact, users need to fill in the contents of e-mail address and ask questions. For each question the user, the system will automatically create an account and submit questions in the user after the user's account, password, e-mail address to send to the user, the user can use this account to view the answers to their questions as well as history. Questions are answered, the system will automatically send your answers to the user's e-mail address, so the user fill in the e-mail address must be real and effective and unique. Advice in real-time Q & A part of both users and librarians online, real-time questions and answers in the form of consultation. Users need to fill in your name and email address, in real-time Q & A starts, another window will pop up and soon there will be librarians to communicate with users on-line. Q & A after the end of time, the system will automatically record the Q & A advisory sent to the user fill in the e-mail address for users to later use and reference. Currently, QP systems, real-time interactive Q & A text service can only provide the services, but also can not provide a common browser-based (Cobrowsing) consulting services. However, QP system is currently cooperating with the United States Convey the company, preparing to upgrade the system in real time question and answer service, to increase co-browsing capabilities. (2) Librarian interface. QP systems librarian interface is actually a library of virtual reference service control and management interface. QP assigned to the library a user name and password, which is the library's administrator password, if the library used by more than one QP to librarians serving the readers, then, can the system administrator password to enter the QP for each museum Members assigned a user name and password (seat), so that each librarian into the QP on the use of their user name and password. Librarian interface includes three parts: · parameter settings (Preferences), which change the password and some basic information, settings (such as contact information, name, etc.). · Services (Services), including management (Administration), Q & Consulting (AskaLibrarian), Knowledge (KnowledgeBase) and members of the Hall data (Profile) four parts. ① management mainly includes the establishment and management of library services, librarians use the QP user name and password, set user interaction in the system and personalized information (such as email automatically sent to the user can add some personalized language, you can specify email addresses, etc.), as well as library services, some of the data using the QP statistical reports; ② Q & Consulting Librarian for the main real-time e-mail Q & A advisory and management consulting, systems allow libraries to be received problem in a different distribution among librarians; ③ Knowledge Base Knowledge Base is a QP system, members of the House can add records, you can also browse and search the knowledge base; ④ members of the Hall data are mainly basic information about the various members of the House and collection characteristics of the situation, and only fill in the members of the museum database, in the QP system, Global network, the library can be retrieved, so to get use of library resources. · Information (Information), the QP problems to the staff to seek help. 1.4 cooperative virtual reference service quality service system is to spread the library as a whole to provide services to users, so should the type, scale, management, and collections are different members of the museum integrate bound to the quality of service of members of the House to make strict rules, the details of the elaboration of quality requirements. QP system is true, its service standards and service quality control by the Library of Congress. It is the quality of service to members of the House sub-three-level: · Basic (Base): This is a museum that must be met as a member of the minimum standards. · General (CurrentPractice): Museum of the current members of the general service levels. · Optimal (Goal): This is the members of the museum quality of service target levels. And are defined on this basis, various types of services should meet the standard, that is horizontal parameters, including: accessibility (Accessible), the speed of answer (PromptTurnaround), provided a clear answer to the question (ClearResponsePolicy), interactive (Interactive), guidance (Instructive), professional, authoritative (Authoritative), training (TrainedExperts), Privacy (Private), inspection and evaluation (Reviewed), provide links to information about the path (Providesaccesstorelatedinformation ), advocacy (Publicize). Example, in the ◆ General: · allows users to submit the form to receive services; · virtual reference services will be on the information placed in a conspicuous place page; · to comply with the Americans with Disabilities provisions of the bill; · to non-English users. ◆ best: · ensure that service delivery is very convenient; · comply with the provisions of the Americans with Disabilities Act; · non-English users. 2 QP localization services said before,[link widoczny dla zalogowanych], QP range of services for end users through the implementation of local services. Therefore, the library, the QP system by establishing a local virtual reference service is the first thing to do to use the service, the most significant things, QP services, which is the localization of this application. Peking University Library in July 2002 to members of the House and CALIS Group Manager (CALISGroupAdministrator) joined the dual QP systems, while using the global, regional and local three types of services. QP has been initially realized the localization of the system, built on the QP systems Peking University Library virtual reference service has been started to test the end-user services. QP services in the realization of the localization of the application process, the work of Peking University Library, including: · established the museum's virtual reference service system, including: cooperation with OCLC, user consultation and Librarians Speaking interface; allocation of human resources, including access to services librarian job requirements: service time, especially real-time question and answer time arrangements to ensure timely service and accurate; the QP to establish a museum on the remote system knowledge base, and so on. · to CALIS Group's administrator, joined the QP responsible for all the members of CALIS Museum of coordination and organization, as CALIS develop their own virtual reference services for the advance preparation for the CALIS member libraries of the create shared services between the conditions. · Officially joined the global cooperation in distributed virtual reference service system, to other libraries around the world share information, human and service resources. For example, you can answer with the Chinese, Chinese-related issues; can compensate for the difference caused by different time of service gaps, breaks in foreign countries, but our work time to provide services; and so on. In the localization process, now that the main problem is caused by the system interface code character display problems. Specific performance: · QP system allows the user interface and the Librarian interface customization, so this part can be finished (Figure 3). Because it is still part of the page system is fixed, can not be finished. For example, the end user in real-time question and answer question or consultation, the system will automatically e-mail in the form of answers and counseling records will be sent to the user's mailbox, those messages are in English, is the unity of all members of the House for the user and therefore can not According to the needs of individual members of the House to change. This is for the Chinese regions is not very convenient for users. · Garbled. Mainland China is usually the default browser is using the Simplified Chinese character set (CB2312), so the reader in the browser on the issue of editing and display are carried out based on GB2312. The QP system should be oriented as Hong Kong, Taiwan, Singapore and other places using the Traditional Chinese, so the use of the UnicodeUTF8 to support both Simplified and Traditional Chinese. Common coding system within the inconsistent QP system will use in mainland China bring some trouble. This issue is still present and discuss aspects of QP to be solved as soon as possible. Photos Figure 3 Peking University Library virtual reference service - real-time answers · same problem exists in the knowledge base retrieval. Into the knowledge base that the Chinese ask questions, to be automatically turned into Unicode, when the search in the browser, because the browser's default character set is the Simplified Chinese, so problems can not be retrieved. 3 for the virtual reference service of development cooperation, inspiration mentioned earlier description of the problem, relying solely on the QP system to conduct the Chinese environment has some virtual reference service is flawed, our libraries have to build as soon as possible Distributed cooperation in their own virtual reference service system, and QP joint global service each other, to add. Research projects through the development of QP and QP Peking University library system to use the experience from which we can summarize some useful inspiration. (1) service model: Reference QP service model, you can create national, regional, local three-tier structure, and global services are and the QP system convergence. In addition, QP is carried out through local library services to end users, ie, QP not have their own consultants, end users do not directly provide consulting services, which is different from another well-known co-consulting services VRD (VirtualReferenceDesk ), we can consider the combination of two aspects, namely, the following three types: individual member libraries to provide services to their users; services among member libraries; by a unified system to organize the various members of the House for the end-user services, such as by taking online turns the value of the mode of Taiwan. (2) construction model: in phases, at different levels to carry out the construction and services. Can be considered the first to research libraries (eg university libraries) or for large public library-based systems and knowledge base, as these library resources and hardware and software conditions, and already has a virtual consulting services to carry out conditions. Construction period has been the development of a library of more mature organizations (such as CALIS) to guide, sharing the existing resources on the basis of further members of the Museum of coordination rules, to develop cooperation in virtual reference services, step by step, gradually from a small Some within the library to a wide range of expansion. When the building to a certain size, you can also carry out the construction with the testing nature of the service. Later, when the system and service system into the stable phase, which can be formally launched services. Members to participate in this system can be divided into different levels, such as some members of the Museum can participate in the construction and use of services, some members of the House is simply using the service. (3) service mechanism: the establishment of a central server system as a whole, unified knowledge base, a unified interface, centralized service, easy to carry out service, maintenance and management. Regions, if necessary, can establish the mirror server. (4) standards: the current organization of each library or information service uneven, not very mature, so from the beginning of uniform standards and work norms, such as service quality requirements, the problem element data format, answer questions norms, privacy and copyright protection, etc., should be strictly uniform regulations, to ensure the integrity of the service, to facilitate cooperation in project management. Also, pay attention to the foreign system and QP large virtual reference systems, standards and protocols on the network in unity. (5) mode of cooperation: regional distribution, from the horizontal, they can conduct regional / provincial, national, global cooperation; from a vertical perspective, between member libraries in the subject, the time for cooperation, such as the division of by subject issues of quality control services to end users by discipline, the value turns on the Internet, such as Taiwan. (6) Knowledge is a virtual reference services, an important part of the knowledge base should be established from the outset in a searchable database the conviction of knowledge to develop more detailed rules and field editing, and only records the past, not just questions and answers. Now, CALIS has started a distributed collaboration of University Library Virtual Reference project planning and construction, I hope this project can be completed as soon as possible and provide services to further strengthen our construction and development of digital libraries, to make up our country this gap. 【Reference】 1http: / / [link widoczny dla zalogowanych] 2http: / / [link widoczny dla zalogowanych] / cdrs 3http: / [link widoczny dla zalogowanych] 4Barcellos S. Understanding intermediation inadigitalenvironment: andxploratorycasestudy. PaperPresentedatFacetsofDigitalReferenceService: TheVirtualReferenceDeskSecondAnnualDigitalReferenceConference, October16-17.2000.http: / / [link widoczny dla zalogowanych] 5HornJ. Thefutureisnow: referenceservice
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