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Wasik, Joann M. – Educational Media and Technology Yearbook, 2000
Discusses digital reference services that provide subject expertise and information referral over the Internet to their users. Describes the history of digital reference, how digital reference services work, and explains a six-step process for building and maintaining digital reference services, including training, planning, and evaluating. (LRW)
Descriptors: Evaluation Needs, Internet, Online Systems, Planning
Coffman, Steve – American Libraries, 1999
Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…
Descriptors: Computer Networks, Computer Software, Library Networks, Library Services

Sowards, Steven W. – Reference & User Services Quarterly, 2001
Discusses comments made in a previous column relating to reference librarians and online reference services. Topics include the inaccuracy of traditional reference services; the alleged decline in library reference activity; misunderstanding reference librarians; and perceiving Ask Jeeves as a useful alternative model to reference services. (LRW)
Descriptors: Internet, Librarians, Library Automation, Library Services
Goldsborough, Reid – Black Issues in Higher Education, 2004
There comes a time when one asks even of Yahoo, even of Google, "Is this all?" Yahoo and Google do an admirable job of categorizing the Internet and making its contents more accessible. But ultimately they're search tools, not research tools. There's a great deal of information not on the Internet, particularly thoroughly researched,…
Descriptors: Research Tools, Search Engines, Reference Services, Internet
Library Journal, 2005
It has been an unconventional career path. Sharon Morris has been a children's librarian, a collection development librarian, a product manager for CARL, and an academic advisor in a graduate library science program. Today she's coordinator for AskColorado, the 24/7 online reference service recognized as 2004 Project of the Year by the Colorado…
Descriptors: Government Libraries, Online Systems, Reference Services, Librarians
Riedling, Ann – Library Media Connection, 2005
In this article, the influence of timesaving and inspiring reference technologies on the field of reference services is assessed. Library media specialists are advised to be aware of and embrace such emerging technologies, as these will enable them to make information gathering effective and efficient and create information-literate students.
Descriptors: Reference Services, School Libraries, Media Specialists, Information Technology
Jansen, Barbara A. – Library Media Connection, 2005
The process of retrieving information from reference sources can be a problem for young students due to differences in terminology. Pointers on how library media specialists can assist young children to acquire information from sources are provided.
Descriptors: Reference Materials, Reference Services, Information Retrieval, School Libraries
Library Journal, 2004
Eva Miller has a knack for creating order out of disorder. She single-handedly brought Oregon's virtual reference service, Answerland, live in just under 90 days, says Rivkah Sass, now director of the Omaha Public Library. Miller created its web site, designed the graphics, developed marketing materials, and recruited and trained librarians--all…
Descriptors: Public Libraries, Reference Services, Librarians, Internet
Library Journal, 2004
How do you simultaneously renovate a grocery store into a state-of-the-art resource library, supervise the daily operations of five libraries, lead a team in reimagining reference service, and plan your wedding? Ask Lois Langer, coordinating librarian of Hennepin County Library. Her answer: "Project management--you can do anything,…
Descriptors: Librarians, Reference Services, Libraries, Library Services
Kibbee, Jo – Journal of Academic Librarianship, 2006
The author investigates issues faced by academic research libraries in providing virtual reference services to unaffiliated users. These libraries generally welcome visitors who use on-site collections and reference services, but are these altruistic policies feasible in a virtual environment? This paper reviews the use of virtual reference…
Descriptors: Librarians, Electronic Libraries, Research Libraries, Reference Services
A Survey of the Usability of Digital Reference Services on Academic Health Science Library Web Sites
Dee, Cheryl; Allen, Maryellen – Journal of Academic Librarianship, 2006
Reference interactions with patrons in a digital library environment using digital reference services (DRS) has become widespread. However, such services in many libraries appear to be underutilized. A study surveying the ease and convenience of such services for patrons in over 100 academic health science library Web sites suggests that…
Descriptors: Web Sites, Electronic Libraries, Reference Services, Medical Libraries
Avery, Susan; Hahn, Jim; Zilic, Melissa – Public Services Quarterly, 2008
Given the many changes in our students and their study and research practices, libraries are finding it necessary to seek new ways to reach these students. The Undergraduate Library at the University of Illinois at Urbana-Champaign created a new model to do so. Librarian's Office Hours are a hybrid of reference and instructional services that…
Descriptors: College Students, Research Papers (Students), Study Habits, Educational Change
Casebier, Katherine D. – Public Services Quarterly, 2006
The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became "Ask a Librarian." Slightly over one year later, the library joined the University of Texas System's "Ask a Librarian" service. Both services are powered by…
Descriptors: Reference Services, Electronic Libraries, Computer Mediated Communication, Program Evaluation

Kirkland, Jean – RQ, 1975
Reference librarians at Georgia Institute of Technology provide computerized reference service through the Georgia Information Dissemination Center. (PF)
Descriptors: Databases, Information Dissemination, Information Retrieval, Library Automation

Harvey, John F.; Lane, Zanier D. – Special Libraries, 1975
The computer search service provided to faculty by the University of New Mexico General Library is described. (PF)
Descriptors: College Faculty, College Libraries, Databases, Information Retrieval