17 July 2007
The
University of Lancaster has purchased QuestionPoint, the virtual reference solution from
OCLC PICA. QuestionPoint will enable Lancaster’s 12,000 students to gain access to library expertise via a single information point. The solution will offer modern communication methods such as chat and co-browse, in addition to the more traditional e-mail and web form options.
“What we wanted was a single point of access to Library expertise and help. A service that could be embedded alongside other University services and a service where the user did not have to think about who they should contact about a particular question or problem. QuestionPoint will enable us to deliver such a service.” comments Michael Dunne, Systems Librarian.
Michael attended a QuestionPoint seminar in November 2006 and an on-site trial in February 2007 followed. The trial allowed the implementation team at Lancaster to thoroughly test all aspects of the service, whilst understanding how new workflows could be adopted to improve the management of student enquiries. Implementation and training, which is planned for late July and August, will build on the outcomes of the trial, with go live scheduled for the start of the new academic year in October.
The University of Lancaster joins a growing community of libraries, both academic and public, that are looking to virtual reference to improve communication between users and reference staff. Graeme Miller, OCLC PICA UK Sales Manager, adds “Our QuestionPoint seminar in November was oversubscribed and we have seen a huge increase in the number of QuestionPoint trials and implementations scheduled for the coming months. Virtual reference is now seen by many as a means of re-engaging with disillusioned users who want to use simple and modern methods to get the information they need.”
