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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Century Gothic",sans-serif;color:#45556C">NONO BURLING,</span></b><span style="font-size:11.0pt;font-family:"Century Gothic",sans-serif;color:#1F497D">
</span><b><span style="font-size:11.0pt;font-family:"Century Gothic",sans-serif;color:#B68451">Outreach Librarian</span></b><span style="font-size:11.0pt;font-family:"Century Gothic",sans-serif;color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#45556C">Washington State Library | Office of the Secretary of State<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#45556C">6880 Capitol Blvd SE, Tumwater, Washington<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#B68451">w:</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#45556C"> 360-570-5576 |
</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#B68451">e:</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><a href="mailto:nono.burling@sos.wa.gov">nono.burling@sos.wa.gov</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Garamond",serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><a href="https://www.sos.wa.gov/library"><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;text-decoration:none"><img border="0" width="128" height="58" id="Picture_x0020_1" src="cid:image001.png@01D3521F.B64F9910" alt="wsl-logo"></span></a><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;color:#45556C">
</span><a href="http://www.wtbbl.org/"><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;text-decoration:none"><img border="0" width="80" height="58" id="Picture_x0020_2" src="cid:image002.png@01D3521F.B64F9910" alt="WTBBL"></span></a><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;color:#45556C"> </span><a href="https://www.facebook.com/WashingtonStateLibrary/"><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;text-decoration:none"><img border="0" width="58" height="58" id="Picture_x0020_3" src="cid:image003.png@01D3521F.B64F9910" alt="wsl colored social icons_Facebook - Round"></span></a><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;color:#45556C"> </span><a href="https://twitter.com/WAStateLib"><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;text-decoration:none"><img border="0" width="58" height="58" id="Picture_x0020_4" src="cid:image004.png@01D3521F.B64F9910" alt="wsl colored social icons_Twitter - Round"></span></a><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;color:#45556C"> </span><a href="https://www.youtube.com/user/WAStateLibrary"><span style="font-size:11.0pt;font-family:"Bookman Old Style",serif;text-decoration:none"><img border="0" width="58" height="58" id="Picture_x0020_5" src="cid:image005.png@01D3521F.B64F9910" alt="wsl colored social icons_YouTube - Round"></span></a><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> collaborative-vr [mailto:collaborative-vr-bounces@listsmart.osl.state.or.us]
<b>On Behalf Of </b>Tamara Ottum<br>
<b>Sent:</b> Monday, October 30, 2017 2:38 PM<br>
<b>To:</b> Carla Steinberg Pfahl <pfahl001@umn.edu>; collaborative-vr@listsmart.osl.state.or.us<br>
<b>Subject:</b> Re: [collaborative-vr] Question about Service Models<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Hi Carla,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">I am also interested in hearing from others who are using something other than QuestionPoint for afterhours service.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">If you want more details, let me know.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">-Tamara<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#595959">Tamara Ottum, MLIS<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#595959">Answerland Coordinator<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#595959">State Library of Oregon | Library Support & Development Services<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#1F4E79"><a href="mailto:tamara.ottum@state.or.us"><span style="color:#1F4E79">tamara.ottum@state.or.us</span></a></span><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#2E74B5">
</span><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#595959">| 503-378-6506 |
</span><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#1F4E79"><a href="http://www.oregon.gov/osl"><span style="color:#1F4E79">www.oregon.gov/osl</span></a></span><u><span style="font-size:9.0pt;font-family:"Calibri Light",sans-serif;color:#2E74B5"><o:p></o:p></span></u></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> collaborative-vr [<a href="mailto:collaborative-vr-bounces@listsmart.osl.state.or.us">mailto:collaborative-vr-bounces@listsmart.osl.state.or.us</a>]
<b>On Behalf Of </b>Carla Steinberg Pfahl<br>
<b>Sent:</b> Monday, October 30, 2017 10:32 AM<br>
<b>To:</b> <a href="mailto:collaborative-vr@listsmart.osl.state.or.us">collaborative-vr@listsmart.osl.state.or.us</a><br>
<b>Subject:</b> [collaborative-vr] Question about Service Models<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Hi All, <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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. <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Is there a statewide 24/7 program that does not use QP for their afterhours piece? <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Thanks in advance! <o:p></o:p></p>
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<p class="MsoNormal">Carla<br clear="all">
<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">-- <o:p></o:p></p>
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<p class="MsoNormal"><span style="color:#888888">-- <br>
Carla Steinberg Pfahl, Librarian<br>
Reference Outreach & Instruction / AskMN.org Coordinator<br>
<a href="http://www.minitex.umn.edu/" target="_blank">Minitex</a> / University of Minnesota<br>
60 Wilson Library</span><o:p></o:p></p>
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<p class="MsoNormal"><span style="color:#888888">309 19th Ave So<br>
Minneapolis, MN 55455<br>
<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a></span><a href="mailto:pfahl001@umn.edu" target="_blank"><span style="font-size:7.5pt;font-family:"Arial",sans-serif"><br>
</span></a><o:p></o:p></p>
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<p class="MsoNormal">612-626-6845<o:p></o:p></p>
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<p class="MsoNormal">1-800-462-5348<o:p></o:p></p>
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