[collaborative-vr] Question about Service Models

[Burling, Nono]

As you all may remember WA did extensive research about the software options.  At the time we concluded that the two top contenders were LibraryH3lp and LibAnswers.  LibraryH3lp had great 24/7 integration and was built for a cooperative model, but wasn’t strong enough on the total query management (mainly email) integration for many of our large public libraries- who are the ones jumping ship.  After LibAnswers/Chat decided to change course and not offer 24/7 we looked into doing what you suggest which was a twin service model but LibAnswers wasn’t really strong enough in the features needed to have it work effectively for a cooperative.  So for now, with all its pain and agony, QuestionPoint remains our top choice.  Don’t know if that will help or not Carla.  I’d be happy to talk on the phone or share my, now dated, research with you.


NONO BURLING, Outreach Librarian
Washington State Library | Office of the Secretary of State
6880 Capitol Blvd SE, Tumwater, Washington
w: 360-570-5576 | e:nono.burling at sos.wa.gov<mailto:nono.burling at sos.wa.gov>

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From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us] On Behalf Of Tamara Ottum
Sent: Monday, October 30, 2017 2:38 PM
To: Carla Steinberg Pfahl <pfahl001 at umn.edu>; collaborative-vr at listsmart.osl.state.or.us
Subject: Re: [collaborative-vr] Question about Service Models

Hi Carla,

I am also interested in hearing from others who are using something other than QuestionPoint for afterhours service.

As to our model…Oregon now uses QuestionPoint fully, but for many years we had a custom-built Drupal site that ran the service during daylight hours and connected to QuestionPoint for after-hours backup.

The advantages of the Drupal site was that we could completely control the software, as well as the staffing during the day, so we could maintain our own quality standards. The downside was lack of backup staff during the day, and needing staff to keep the software up to date.

If you want more details, let me know.

-Tamara

Tamara Ottum, MLIS
Answerland Coordinator
State Library of Oregon | Library Support & Development Services
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us> | 503-378-6506 | www.oregon.gov/osl<http://www.oregon.gov/osl>

From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us] On Behalf Of Carla Steinberg Pfahl
Sent: Monday, October 30, 2017 10:32 AM
To: collaborative-vr at listsmart.osl.state.or.us<mailto:collaborative-vr at listsmart.osl.state.or.us>
Subject: [collaborative-vr] Question about Service Models

Hi All,

I was wondering if you could share what your current service model is for a statewide chat service? I am investigating whether it would be worth while to pursue a more flexible model offering 2 or more software options for our libraries while still maintaining the 24/7 component.

Is there a statewide 24/7 program that does not use QP for their afterhours piece?

Thanks in advance!
Carla

--
--
Carla Steinberg Pfahl, Librarian
Reference Outreach & Instruction / AskMN.org Coordinator
Minitex<http://www.minitex.umn.edu/> / University of Minnesota
60 Wilson Library
309 19th Ave So
Minneapolis, MN 55455
pfahl001 at umn.edu<mailto:pfahl001 at umn.edu>
<mailto:pfahl001 at umn.edu>
612-626-6845
1-800-462-5348
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