The N.H. State Library has purchased a subscription to QuestionPoint, a collaborative reference service developed by the Library of Congress and OCLC. QuestionPoint will allow us to enhance our 'Ask a Librarian' service (www.nh.gov/ask/index.html) in a number of ways. Here are some of the features QuestionPoint offers:

• Live Chat with Patrons: Reference librarians will be available for online sessions with patrons at designated times.

• Reference Management Tools: QuestionPoint can be used as a reference management system to track questions and generate usage statistics, not only for e-mail and chat interactions, but for walk up and phone reference as well.

• Global and Local Knowledge Bases: We'll have access to a database of previously asked and answered question pairs developed by libraries that subscribe to QuestionPoint. We'll also be able to develop a local database of questions and answers particular to our institution. This will cut down on duplication of effort and make our service more efficient.

• Questions Referral: If we're posed a question we're unable to answer, we'll be able to forward the question to other participating libraries. Each participating library has a profile identifying its reference strengths and weaknesses, so questions are routed to the library best suited to respond. Likewise, other libraries may forward questions to us.

We're currently setting up a test site so we can get used to the software, but soon we'll begin managing e-mail questions through QuestionPoint, and by July 2003 we will start offering online chat for patrons. Look for further announcements once this service is up and running. You'll be welcome to use our 'Ask a Librarian' site to submit questions and use the chat feature when it becomes available. This is a good way to experience virtual reference from the patron's viewpoint. If there's sufficient interest, we may hold a seminar on virtual reference this Fall at the State Library.

The State Library has offered e-mail reference service for over four years now, and during that time the number of e-mail questions has grown dramatically, from just over 400 in FY 1999 to 3,205 questions in FY 2002. As more people turn to the Internet for information, it becomes increasingly necessary to provide these patrons with service that is reliable, convenient, and fast, while they're online. QuestionPoint is one of many "virtual reference" tools designed for that purpose. (For an introduction to virtual reference, see the following website: www.lis.uiuc.edu/~b-sloan/bernie.htm)

QuestionPoint was purchased by the State Library's Electronic and Government Information Resources Section (EGIR) with Library Service and Technology Act (LSTA) funds allotted for improvements to Webster, the state website. Theresa Paré‚ and Diana Degen from EGIR are providing invaluable support in getting this service up and running.

If you would like to learn more about QuestionPoint, visit www.questionpoint.org/index.html.