News Article
Live, Digital Reference Marketplace
By Buff Hirko -- 10/15/2002
Cover Story
Buff Hirko reports that products are undergoing rapid change, with improvements in functions and features
To those who watched automation systems evolve in the early Eighties, the world of digital reference seems oddly familiar. Vendors appear from unexpected places, then disappear. Others merge and expand. Limited function applications, such as HumanClick (now LivePerson Pro), go off in intriguing directions, integrating features like online surveys and security encryption (for transmitting credit card information) that may or may not be useful to libraries.
But there are also significant differences. The pace of development of digital reference is much faster. No one, apart from the developers themselves, can keep up with the changes. Perhaps reflecting this rapid development, no commonly accepted moniker exists for interactive digital service--virtual, real-time, synchronous, live chat all coexist. At times it seems that librarians have boarded a train without knowing where it's going, with more and more travelers climbing on every day. [For more on the issues surrounding live reference, see 'Live, Digital Reference,' LJ 10/1/02, p. 46-50.]
Rapid expansion
To see a comparison of the features and requirements of the products listed in this article, see the Company Comparisons below.
The number of libraries experimenting with chat reference in 1999 could be counted on one hand. It's impossible to determine the ever-changing 2002 statistic (buildings? institutions? consortia?), but certainly there are hundreds of libraries in the United States, with more around the world, offering some type of digital reference. While that is a small percentage of all libraries, many more provide both web pages and e-mail service--the beginning of digital reference.
Most of the vendors began with call center software. These applications were designed to help clients frustrated with online ordering of merchandise or services by offering a live connection to a customer service representative. Customizing the software to handle the universe of library queries has been one of the great challenges for vendors. A handful of libraries have designed local applications using free instant messaging services (e.g., AOL) or open-source software like Rakim.
Vendor diversity
Vendors fit into differing categories: for- or nonprofit, primarily commercial or library focused, large and small. Only OCLC and 24/7 Reference are nonprofit-based entities. LSSI and 24/7 Reference are based on eGain software, which supports commercial companies like Land's End. Both target the library market, as do Docutek and OCLC's QuestionPoint. Other vendors have a primary customer base of commercial businesses, with libraries being late additions. Interactive chat service is Internet-based, and these are tough times for Internet businesses--both LivePerson and eGain downsized recently.
Digital reference software packages range from down-to-earth to pie-in-the-sky. The combination of relatively low cost and product novelty may account for few libraries selecting digital reference software via an RFP process. Choices are based on vendor demonstrations, web site visits, features, price, and word-of-mouth recommendations.
Product variables
Functionality and features are advancing rapidly. All applications offer live interactive chat, can push web pages, queue waiting patrons, and provide audible or visual alerts when a new customer comes online. The ability to push documents, PowerPoint presentations, and other nonweb resources is increasingly common. Most software e-mail transcripts of the chat session to the patron and generate statistics.
Report capabilities vary. Some offer spell checking and form-sharing. Persistent buttons allow patrons to initiate help requests when using licensed databases and can be set up on all library web pages without coding. Some systems generate phrases ('I'm still working on your question') at specified intervals.
To a greater or lesser degree, all of the vendors make it possible for the library to customize the look of screens, web forms, surveys, and other elements. This allows local branding, as well as harmonizing digital reference with existing web page design.
When OCLC and the Library of Congress introduced QuestionPoint, they integrated chat with the more prosaic e-mail reference and a knowledge base. The latter is a database of previously asked question and answer pairs, from which personal information has been stripped, that can be searched or browsed. LSSI announced that RefTracker, which provides similar capability, would become part of its standard package.
Remote control (application sharing) was developed as a tool for technical problem-solving. It allows librarians to share control of all programs on the computer desktop. This avoids the problem of authentication in using licensed databases, so librarians can share proprietary databases with patrons who may not be authorized users. It also allows direct access to library catalogs and other applications that are not web-based. Remote control makes it possible to correct software settings on the patron's computer, resolving issues with proxy server connections or other technical difficulties.
Support for browsers earlier than Internet Explorer 5.0+ and Netscape 4.0+ varies; requirements on the patron end often are lower. All vendors support Windows, while about half also support the Mac platform.
It is important to consider where the service is hosted since that will impact both costs and benefits. Some vendors offer the option of installing and maintaining the software and data on a library server. Benefits of local hosting include increased speed, direct access, control of transcripts and logs, and more flexibility for adding forms and surveys. But it also puts an added burden on local IT staff.
Looking ahead
Digital reference software is developing quickly, but there is plenty of room for improvement. Some applications have difficulties with frame-busting web pages, which take over the operator's entire window and cause the browser to freeze.
As digital reference matures, it is likely to incorporate more sophisticated features and emerging technology. Much is made of the lack of visual or audio cues available in live online reference transactions. Voice-over IP offers a solution to patrons with single phone lines who want to speak with a librarian and search the Internet simultaneously. It has had limited use to date because it requires that the patron's computer be equipped not only with a sound card but also with a microphone.
Digital video cameras allowing online 'face to face' interactions also require equipment at both ends of the transaction. A more interesting concept is the call center bridge, which queues incoming telephone and interactive chat queries on a single digital line. This has great potential for efficient use of staff, but compatibility issues between digital reference and telephone company software must be resolved.
Predictions, while fun, may be a bit foolhardy. What we can be certain of is continuing change in the type and number of vendors, significant improvements in capability, and unforeseen developments in technology.
Company Profiles
Contracts and clients as of August 2002 are listed for those companies that provided them. Companies should be contacted directly for current pricing information and possible discounts. Vendors are quickly adding new functions. Most web sites feature online demos. Two companies did not respond to our survey: their information is taken from their web sites.
Convey OnDemand
Convey Systems, 5605 Carnegie Blvd., Suite 200, Charlotte, NC 28209,
704-357-9710
www.conveysystems.com
In business since 1997
Contracts: 25
Clients include: University of Wisconsin at Madison, Baldwin County Schools
(GA), Pace University (NY), Brigham Young University (UT), OCLC
Price: Setup $100 per seat; monthly fee $300 per seat
Training: $200 per seat
OnDemand combines basic digital photo, text chat, and co-browsing capabilities
with digital video, voice-over IP, and application sharing. This allows
collaborative functionality for both participants in a transaction, regardless
on which PC the content or application resides. OnDemand is fully customizable
and is noted for its persistent button technology. In May 2002, Convey
and OCLC announced a partnership to integrate OnDemand with QuestionPoint.
Docutek VRLplus
Docutek Information Systems, 111 Anza Blvd., Suite 205, Burlingame,
CA 94010; 650-286-7300
www.docutek.com
In business since 1995
Price: Setup, one-time fee, $1995; $1995 annual fee per 5 seats. Vendor-hosted
option, $1500 per year extra. Group discounts are available
Training: Free online training; onsite training session, $1000
Docutek's Eres electronic reserve system enables management of electronic documents and is in wide use in academic libraries. Earlier this year, the company added VRLplus to its OnCampus suite of online information products. In addition to real-time chat, cobrowsing, and form sharing, VRLplus offers fully integrated e-mail reference functionality. It includes a powerful statistics report generator, and the Online Reference Expert System allows the creation of Q&A databases.
DesktopStreaming
Expertcity, Inc., 5385 Hollister Ave., Santa Barbara, CA 93111; 800-549-8541
www.expertcity.com
In business since 1997
Clients include: Bucknell University (PA), Minneapolis Public Library
Price: Setup $650 per seat; monthly fee $325 per seat
Training: 1.5 hours online included; will provide onsite training to large
accounts
DesktopStreaming is a full application-sharing system that includes real-time chat, queuing and routing technology, and two-way screen sharing or viewing. It also provides whiteboard and draw capability, allowing the operator to circle text, draw arrows, and make similar screen markings. The system supports phone calls with screen sharing and integrates with legacy chat, e-mail, and instant messaging. The required proprietary download for patron use is small at 150-548KB. It is browser-independent and works on any Internet connection above 28.8.
eLibrarian
Digi-Net Technologies, Inc., 1034 NW 57th St., Gainesville, FL 23605;
352-333-3042
elibrarian.digi-net.com
In business since 1996
Contracts: 3
Clients include: OhioLINK, Skagit Valley College (WA), Health Sciences
Library Consortium (PA)
Price: Vendor-hosted option, setup, one-time fee $200 per seat; monthly
fee $250 per seat. Licensed (locally hosted) option, setup $4500 per seat;
$500 annual service plan
Training: Onsite, $1995 per day plus travel expense
eLibrarian is Digi-Net's library-focused software based on its Groopz E-Commerce software, which is designed for call center use. It supports any language, provided the correct fonts are installed on a computer. The entire patron interface is customizable, including logos, colors, layout, and surveys. eLibrarian is offered in both a hosted option and as a license to run on a library server.
HorizonLive
HorizonLive, 520 8th Ave., Suite 2300, New York, NY 10018; 212-533-1775
www.horizonlive.com
In business since 1998
Clients include: Lippincott Library (University of Pennsylvania), St.
John's University (NY)
Price: Setup $500; annual fee $3000 per pair of seats
Training: 12 hours free; additional hours at $150 per hour
HorizonLive provides tools for live instruction, training, and meetings over the Internet. In June it announced the release of its latest, web-based, 'thin-client' synchronous platform: HorizonLive 2.6. This offers streaming video/audio, live two-way voice-over IP, application sharing, and a virtual whiteboard. Any event can easily be recorded and indexed for playback at any time. Each feature can be turned on or off and completely rebranded. Downloads are only required for audio sessions. A Spanish version is available, and other languages can be custom-ordered
LiveAssistance
International Business Systems, Inc., 14102 Sullyfield Circle, Suite
150, Chantilly, VA 20151; 703-488-3981
www.liveassistance.com
In business since 1998
Contracts: 2 public, 18 academic, 1 special
Clients include: University of Michigan, Montgomery County Public Libraries
(MD)
Price: Setup $500; monthly fee $150 per seat
Training: None
LiveAssistance, an electronic Customer Relationship Management software solution, released its version 3.0 in spring 2002, offering increased speed. In its real-time chat function, operators can click on a history button to view all previous chats of a particular customer. It can be completely customized for backgrounds, colors, and logos quite easily to match a library's web sites and allows the creation of exit surveys.
LivePerson
LivePerson, Inc., 462 7th Ave., 21st fl., New York, NY 10018; 212-609-4200
www.liveperson.com
In business since 1998
Price: Monthly fees: Pro (Basic) $89.50; Corporate (Enhanced) $350
Training: None
LivePerson, a publicly traded corporation that aquired HumanClick in October 2000, offers different versions of its real-time chat software: Corporate and the lower-priced LivePerson Pro. Corporate adds spell checker, transcript forwarding, surveys, reports, and other functions to Pro's basic chat and page-pushing. The company recently downsized.
LSSI Virtual Reference Toolkit
Library Systems and Services, LLC, 20250 Century Blvd., Suite 200, Germantown,
MD 20874-1114; 800-638-8725
www.vrtoolkit.net
In business since 1981
Contracts: 67, including 23 collaborative projects (2450 libraries)
Clients include: Duke University (NC), King County Library System (WA),
New Jersey Library Network, North Carolina State University
Price: As low as $3000 per year per seat; collaborative project costs
can range as low as $2000-$3000 per library including all software, setup,
and configuration, virtual reference training and 24/7 reference support
from the LSSI Web Reference Center.
Training: $800 per day plus expenses
LSSI customized eGain call center software for libraries, incorporating a wide range of features. Recent announcements include the joining of its live reference service with Gaylord's Polaris integrated library system and IRMS, which provides full e-mail management and a Q&A knowledge database. The software includes CiteRight™, an online citation and bibliography builder, and offers Spanish-language services. Another new product is Go Anywhere, which provides two-way application sharing. For an added fee, libraries can refer users to the Web Reference Center--where LSSI librarians provide 24/7 service.
NetAgent
divine, inc., 1301 N. Elston Ave., Chicago, IL 60622; 773-394-6601
divine.com
In business since 2000
Clients include: NOLA Regional Library System (OH), University of Florida
Price: Vendor-hosted option, monthly fee $600 per seat, plus setup and
training costs
Publicly traded divine acquired eshare's NetAgent products in July 2001 and added longtime library vendor Faxon a few months later. The NetAgent suite includes e-mail management, real-time chat, and related call center features. Modular features can be purchased separately. Autopilot allows an 'A.I.' to conduct basic parts of the interview and provide information to the operator.
QuestionPoint
OCLC, Inc., 6565 Frantz Rd., Dublin, OH 43017-3395; 800-848-5878
www.questionpoint.org
In business since 1971 (nonprofit)
Contracts: 150, including consortia and libraries of all types
Clients include: INCOLSA (Indiana's multitype cooperative), Houston Public
Library, University of Southern California, University of Edinburgh, Scotland
Price: QP Basic, Contributor (of questions and answers to the global database),
annual fee per library: $2000; noncontributor, $2400. QP with enhanced
communications, contributor, $4000; noncontributor, $4800. Five percent
discount for full OCLC member libraries; 10-40 percent for groups.
Training: QP Basic, four hours online training free. QP Enhanced, four
hours online training free; additional sessions available. Onsite training
provided at a minimal charge plus travel expenses.
QuestionPoint grew out of the Library of Congress's Collaborative Digital Reference Service (CDRS). In June 2002, OCLC announced the production version of QuestionPoint Basic, as well as QuestionPoint with enhanced communications with software provided by Convey Systems. QuestionPoint provides a local knowledge database and also offers library-to-library use of automatic routing and the global knowledge database developed by CDRS. The latter is expected to be available directly to the public at a later date. QuestionPoint was developed as a cooperative reference system, and OCLC works intensively with standards organizations to enhance systems interoperability. The company plans to develop interfaces that will allow QuestionPoint to work with other vendors' digital reference software.
24/7 Reference
24/7 Reference, 3675 E. Huntington Dr., Suite 100, Pasadena, CA 91107;
310-391-7444
www.247ref.org
In business since 2001 (nonprofit)
Contracts: 91 public, 48 academic, 12 special, 6 school, 14 consortia
Clients include: Metropolitan Cooperative Library System (CA), Public
Library of Charlotte & Mecklenburg County (NC), University of Washington,
AskEric (Syracuse University, NY)
Price: Setup $4000 per seat; monthly fee $300 per seat.
Training: $1000 plus travel expenses, includes web-based plus one full
day on site
Based on eGain software, 24/7 Reference was developed at California's Metropolitan Cooperative Library System. Libraries can join either a public library or academic collaborative by agreeing to monitor the library pool for ten hours per week, thus enjoying after-hours and peak hours support. 24/7 Reference provides a web-based schedule, which can be checked at any time to determine who is online. Reports are available on demand, online meetings can be conducted, and the system is fully customizable. Spanish-language service is available. A back-chat feature is being developed that will allow library staff to communicate with each other while working with online transactions.
Company Comparisons
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