internet librarian selhorst2009
DESCRIPTION
This presentation was given at Internet Librarian 2009 in London. It focuses on Question Manager, a new collaboration tool for handling customer enquiries in libraries.TRANSCRIPT
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Question Manager: the power of collective intelligence and collaboration
Internet Librarian 2009 Karolien Selhorst
Digital Library & Knowledge Manager Public Library Vlissingen
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“Libraries excel in managing information and knowledge captured
in books and documents, but they fail
in locating and
managing the knowledge potential in
the heads of their own people.”
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The Public Library of Vlissingen: mission
• The customer-focused physical and digital library:– Customer-focused: we
want to provide a tailor-made service to our customers
– The digital library: we aim to be where our users are (library2.0)
• Strong focus on the information function
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From mission to ambition: KM2.0
• Focus on:
– Knowledge management: creating value for customers based on the collective intelligence of knowledge workers
– Facilitated by the use of social tools (‘Library2.0’)
• = Library Knowledge Management 2.0
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Knowledge sharing & collaboration
• Library (reference) services are highly personal; the quality depends on the interaction between individual library staff members and customers.
• The Public Library of Vlissingen aims to improve customer service by making it less dependent on an individual’s expertise and knowledge.
• Customer service needs to be based on teamwork and shared knowledge.
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Knowledge sharing in the library: BiebWiki
• Official launch in March 2009• Replaced the static intranet• Goals: to facilitate knowledge processes in the
library, to support collaboration and to make hidden knowledge visible.
• First phase in improving customer service • Second phase: integration of the wiki with
‘Question Manager’
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BiebWiki: the library wiki
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Knowledge sharing with others: QM
• Question Manager: a new software that supports and makes transparent the way customer enquiries/reference questions are handled.
• Integrated in the wiki• Customer enquiries are allocated to the
librarian/expert (s) with the knowledge profile that matches the topic of the question.
• QM enables librarians to work together on a ‘richer’ answer for the customer.
• Improving customer service based on collective intelligence of librarians and collaboration.
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Question Manager
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Question Manager
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Collective intelligence @t work
• A reference question enters the system.• The question is registered and encoded.• The question is allocated to library staff members
whose knowledge profiles match the subject code.
• The group of experts works together on a ‘rich’ answer to the enquiry.
• The front office employee sends the answer to the customer.
• The database with answers is indexed by Google, which makes the library more visible in Google search results.
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Question Manager workflow
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Organisation workflow
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Future and potential of QM: project ‘kennis delen’
• Question manager offers the possibility to libraries and other knowledge-intensive organisations to work together on a rich answer to customer enquiries and to make use of the collective intelligence of the network.
• Project ‘kennis delen’ with several partners (public libraries of Middelburg, Rotterdam, Haarlem and TuDelft and the Naturalis Museum in Leiden
• Goal: to provide a higher level of customer service by working together on customer enquiries.
• The public library becomes an important node in the knowledge economy.
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Future and potential of QM: being where the user is
• Development of a customer portal with a web assistent and chat function.
• Development of a widget to put on intranets and websites of other organisations (hospitals etc.) => being where users are
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Questions?
Karolien [email protected]
www.karolienselhorst.be
http://www.slideshare.net/KarolienSelhorst
www.neerlandica.com