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Library Services	2
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American Libraries	1
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Coffman, Steve	2
McGlamery, Susan	1
Saxton, Matthew L.	1

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The Librarian and Mr. Jeeves.

Coffman, Steve; McGlamery, Susan – American Libraries, 2000

Discusses the availability and quality of commercial reference services available on the World Wide Web such as Ask Jeeves and the decline in library reference service statistics. Describes a project in California to help libraries develop live, real-time reference services over the Web by adapting Web contact center software. (LRW)

Descriptors: Computer Software, Electronic Libraries, Library Services, Library Statistics

Staffing the Reference Desk in the Largely-Digital Library.

Peer reviewed

Coffman, Steve; Saxton, Matthew L. – Reference Librarian, 1999

Explores the feasibility of a centralized, networked reference service in a library setting by comparing traditional reference services at the County of Los Angeles Public Library with a commercial inbound call center. Discusses costs and efficiency when librarians answer questions able to be handled by paraprofessionals. (Author/LRW)

Descriptors: Comparative Analysis, Cost Effectiveness, Information Networks, Library Personnel