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QuestionPoint events

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AUG 14

14 August 2013

Presented by Cynthia Johnson and Caitlin Plovnik of UC Irvine, this interactive session will demonstrate what makes certain reference interactions go from "good" to "great." Part of the QuestionPoint "Best Practices in Virtual Reference" series.

  • Time: 12:00 PM – 1:00 PM Eastern Daylight Time, North America [UTC -4]

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02 July 2013

The Chasing the Sun service enables health professionals to contact a medical librarian whenever help is required in using information resources after normal library hours. Although most hospital-based health professionals have 24/7 online access to a collection of bibliographic databases and full text products via their library services, but sometimes expert help is needed to use the resources or to perform a search outside of normal business hours.

  • Time: 8:00 AM – 9:00 AM Eastern Daylight Time, North America [UTC -4]

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JUN 14

14 June 2013 - 14 June 2013

What makes a chat session good and what makes a chat session exceptional? How do you know you’re truly helping a patron? Sometimes it’s not always clear from working with a patron in a virtual setting to know when you have satisfied their request. There has been a large amount of research done on how to reach and engage with patrons in that online environment. Carla Pfahl, Coordinator of AskMN (Minnesota’s statewide virtual reference service), and Merrie Davidson, Social Sciences Librarian and fellow AskMN librarian at the University of St. Thomas, will look at how to conduct a reference interview and what makes an exceptional reference transaction.

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MAR 26

26 March 2013 - 26 March 2013

The panel presented two innovative approaches to improving reference service for our users: building a better search engine using the…

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JUN 20

20 June 2012 - 20 June 2012

QuestionPoint Qwidget is an embeddable chat service included in a subscription to QuestionPoint, OCLC’s reference management service. QuestionPoint provides librarians with tools to interact with users in multiple ways, using both chat and email.

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MAY 17

17 May 2012 - 17 May 2012

Seeking Synchronicity found that one of the biggest obstacles to a successful virtual reference service was getting users to simply know the service existed. How do you find your users online? How do they find you? Look at what signs have been effective in letting users know about the service. What works best in both drawing user's attention and getting them to know what the service is about? With our constantly changing technical vocabulary, are you really saying what you want to say?

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06 March 2012 - 06 March 2012

Joining a cooperative group can help libraries keep their virtual reference services going at all hours. Studies show that up to 40% of virtual reference inquiries come in after typical library hours. Explore the challenges and benefits to working through a cooperative to keep your virtual reference answering users 24/7. Find out if being "on" all the time really makes a difference in your community.

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AUG 18

18 August 2011 - 18 August 2011

Programs and events offered through virtual reference are a cost-effective way for UK public libraries to engage with their community. The users do not need to visit the library in order to fully participate, and in many cases the speakers are offsite as well. Not only does this raise the profile of the library - it can open up many intriguing ways to collaborate with community leaders, artists and subject experts, regardless of their location. And it can be a lot of fun, too!

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APR 14

14 April 2011 - 14 April 2011

Glorian Sipman, California Community Colleges Group Administrator, discusses how MiraCosta College Libraries use QuestionPoint to provide 24/7 live reference support to students and faculty. Lauri McIntosh, OCLC Product and Services Consultant, provides an overview of the reference service, highlighting easy-to-use widgets, e-mail support and texting options.

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Older recordings

Topic and brief description Date recorded
Best Practices in Virtual Reference: Panel    [Streaming video, 1:27:00]

July 11, 2009
Best Practices in Virtual Reference     [3 Streaming video segments, 00:52:24]

A panel presented two innovative approaches to improving reference service for our users: building a better search engine using the knowledge of reference librarians, and building a multilingual, multinational reference service.  Presentations by David Lankes, director of the Information Institute of Syracuse, and Paul Ulrich, Berlin Central and Regional Library are followed by a discussion with speakers and participants.

January 24, 2009
QuestionPoint: Take a Second Look    [WMV, 00:45:25]

QuestionPoint is a unique reference management service that provides tools for libraries to interact with their users (chat and e-mail), enhanced by the global network of QuestionPoint libraries worldwide. Membership in the 24/7 Reference Cooperative is available, which provides libraries with the ability to provide live chat reference services to their users, 24 hours a day, 7 days a week, 365 days a year.

View this recorded webinar and learn how QuestionPoint helps you and your users:

  • Take the library to the user
  • Open more doors to your library
  • 24/7 help for 24/7 resources
  • Integrated management of your reference services
  • Provide the best answers from experts around the world, or within your network
January 21, 2009
QuestionPoint Qwidget: providing a new user experience to the library virtual reference service

Curious about Qwidget? Join us for an informative discussion with librarians who have taken the plunge and put the QuestionPoint Qwidget up on their library websites. Our speakers are from a large university, a community college, and a public library, and will discuss aspects of deploying the Qwidget, including: where the Qwidget is placed on the website (library catalog, library guides, etc); promotion; response from users (including usage statistics), and any issues with the Qwidget.

Our speakers are:

  • Virginia Cole, Reference and Digital Services Librarian, Cornell University Library
  • Kim LaPlante, Library Manager, Northeast Wisconsin Technical College
  • Toby Thomas, Virtual Services Librarian, Seattle Public Library
October 01, 2008
Promoting virtual reference services (beyond bookmarks)

Virtual reference services reach out to bring the library to the user, and the most successful promotional activities go where the user is to promote these services. This Web session featured two of the most innovative publicity campaigns for virtual reference services:
  • Beth Cackowski (project coordinator of New Jersey's statewide service spoke about the ad on MTV; and
  • Diana Sachs-Silveira (project coordniator of Florida's Ask a Librarian service) discussed "The Director's Chair", a YouTube contest in which Florida high school students produce a commercial for the Ask A Librarian service.
November 15, 2007
Eliminating barriers to service with lightweight chat

This Web session explored how libraries can provide reference services to all users, including those using screen readers or other assistive technologies, with a focus on QuestionPoint's new lightweight patron chat ("Chat 2").
September 19, 2007

We are a worldwide library cooperative, owned, governed and sustained by members since 1967. Our public purpose is a statement of commitment to each other—that we will work together to improve access to the information held in libraries around the globe, and find ways to reduce costs for libraries through collaboration. Learn more »