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Metadata for Question Assignment by LOCDocs

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									Collaborative Digital
 Reference Service



  Midwinter ALA, January 2002
Metadata for Question Assignment
          Linda J. White
  Collaborative Digital
  Reference Service provides
  professional reference
  service to users anywhere,
  anytime, through an
  international, digital
  network of libraries.
Collaborative Digital Reference Service
The Challenge:
   To capture the essence of the
    reference process in an online
    environment using the
    traditional skills of librarians
    with the new tools emerging in
    technology.



 Collaborative Digital Reference Service
CDRS Components
Member Profiles
   • Member features and strengths
Request Manager
   • Assignment and routing of Q&As
Knowledge Base of Q&A
   • Search and browse
   • Edit Q&A for privacy, etc.

 Collaborative Digital Reference Service
CDRS                        Member
                                          Member
                                           Profile       Member


 Process
                             Profile
                                                          Profile




                   SEND                                      GET
                 QUESTION                                  QUESTION
 Requesting                                                              Answering
   Library                         REQUEST                                Library
                  NOTIFICATION                           NOTIFICATION
   Patron
                                   MANAGER                                 Librarian

                      GET                                     SEND
                    ANSWER                                   ANSWER



            AUTOMATIC                           EDITED
            or MANUAL                            Q&A
                                                                     Traditional and
            KB SEARCH
                                                                    Online Resources:
                                                                         Catalogs,
                                                                     Web Resources,
                                       Knowledge                     Print Resources,
 ILL, Document
                                         Base                       Subject Specialists
     Delivery
Web Reference Form
  Required Elements
   • Name
   • Email Address
   • Subject
   • Education Level
   • Format

   Optional Elements
   • Keywords
   • Sources Already Consulted
   • Phone/Fax
   • Mailing Address
   • Reason for Research
 Collaborative Digital Reference Service
Request Manager - Q&A Routing
• Step One - Exclusionary Elements:
  • Education Level Served
  • Weekly Quota Filled

• Step Two - Best Fit Matching:
  • Subject 30%
  • Geographic Area 20%
  • Load Balancing 20%
  • Availability 20%
  • Format Expertise 10%

 Collaborative Digital Reference Service
Best Fit Matching
 Best fit elements have a weight and a
  value. Best fit computes the rating
  of each member by multiplying
  each element’s weight by the
  element’s value. The highest
  ranked member is assigned the
  question.




 Collaborative Digital Reference Service
Subject as a best fit element
• Value = 0 - 100%
• Weight = 30%
• RLG Level 1 on Subject BC or Subject Area = 0
• RLG Level 2 on Subject Area Only = 20%
• RLG Level 2 on Subject Broad Class = 40%
• RLG Level 3 on Subject Broad Class = 60%
• RLG Level 4 on Subject Broad Class = 80%
• RLG Level 5 on Subject Broad Class = 100%

 Collaborative Digital Reference Service
Load Balancing as a best fit element
• Value = 0 - 100%
• Weight = 20%
• < 10 minutes since last assignment = 0
• < one hour since last assignment = 25%
• < eight hours since last assignment = 50%
• < 24 hours since last assignment = 75%
• > 24 hours since last assignment = 100%




 Collaborative Digital Reference Service
CDRS                        Member
                                          Member
                                           Profile       Member         Routing
 Process
                             Profile
                                                          Profile




                   SEND                                      GET
                 QUESTION                                  QUESTION
 Requesting                                                              Answering
   Library                         REQUEST                                Library
                  NOTIFICATION                           NOTIFICATION
   Patron
                                   MANAGER                                 Librarian

                      GET                                     SEND
                    ANSWER                                   ANSWER



            AUTOMATIC                           EDITED
            or MANUAL                            Q&A
                                                                     Traditional and
            KB SEARCH
                                                                    Online Resources:
                                                                         Catalogs,
                                                                     Web Resources,
                                       Knowledge                     Print Resources,
 ILL, Document
                                         Base                       Subject Specialists
     Delivery
Member Profiling




 Collaborative Digital Reference Service
Member Profiling




 Collaborative Digital Reference Service
  Patron                        Library
  access          Library
    via                                   Library      Local/Regional
institution
web pages                   Consortium
                                                    Local KB


   Individual Library



                        Global/CDRS
Issues
 • Standardized yet flexible.

 • Controlled Vocabulary vs Natural
   Language (keywords).

 • Balancing the information we need with
   what patrons are willing to supply.

 • Are the elements, weights and values
   correct?

 • Form design


Collaborative Digital Reference Service
Collaborative Digital
 Reference Service



   For more information:
   http://www.loc.gov/cdrs/

								
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