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It has become increasingly common for libraries to provide a reference service which operates via e-mail or through online forms. This paper compares the performance of three digital reference services available on the World Wide Web, namely, AllExperts, Ask a Librarian, and Internet Public...
Reports on the performance of five free digital reference services (DRS) in answering ten reference questions. The first five questions were of a simple, factual, nature which should have ready answers. The second set of five were based on the subject of film studies. The answers to these...
Reports on a small-scale experiment designed to assess the performance of the freely available digital reference services. Ten questions - five purely fact-finding, and five on the subject of political affairs - were submitted to three digital reference services (DRS), namely, AllExperts, Ask a...
Reports on a study comparing the performance of four digital reference services: Ask Bob; Ask a Librarian; Ask Zach and IPL Youth Ask a Question. Posing as a primary seven pupil in a Scottish school (aged 10 to 11), ten questions were submitted to each of the four services. Findings show a...
The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of telephone services offered by libraries are highlighted. Features of call centres in selected libraries are described and...
Discusses the current practices followed by some major libraries in Scotland for providing digital reference services (DRS). Refers to the DRSs provided by three academic libraries, namely Glasgow University Library, the University of Strathclyde Library, and Glasgow Caledonian University...
This paper gives an overview of the evolution of digital reference services at the University of Technology Sydney, and the emergence of a new phase to this service as part of a planned global network of digital reference partners. Reasons for moving beyond traditional reference to networked...
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