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Creating the Virtual Reference ServicePublished by: Primary Research Group Published: Jan. 1, 2003 - 79 Pages Table of Contents Introduction Summary Of Some Main Findings The New England Law Library Consortium Palomar College Major Anonymous Us Government Agency Library Pennsylvania State University Pa Librarian Live Questionpoint The Library Of Congress Yale Law School Library Douglas County Public Library System And The Colorado Collaborative Oklahoma State University The Denver Public Library The Internet Public Library Tutor.com The University Of Florida Maricopa County Community College District Massachusetts Institute Of Technology Baruch College Cleveland Public Library Syracuse University School Of Information -- The Virtual Reference Desk AbstractThis new report from Primary Research Group profiles the efforts of 15 academic, special and public libraries to develop digital reference services. The aim of the study is to enable other libraries to benefit from their experience in deciding whether and how to develop a digital reference service, how much time, money and other resources to spend on it, how to plan it, institute it and evaluate it. Let librarians - in their own words - tell you about their experiences with digital reference.Among the libraries and other organizations profiled are: Pennsylvania State University, Syracuse University's Virtual Reference Desk, the Massachusetts Institute of Technology, Palomar College, The Library of Congress, the University of Florida, PA Librarian Live, the Douglas County Public Library, the Cleveland Public Library, Denver Public Library, OCLC, the New England Law Library Consortium, the Internet Public Library, Paradise Valley Community College, Yale University Law School, Oklahoma State University, Tutor.Com and Baruch College. This new report profiles the efforts of 15 academic, special and public libraries to develop digital reference services. The aim of the study is to enable other libraries to benefit from their experience in deciding whether and how to develop a digital reference service, how much time, money and other resources to spend on it, how to plan it, institute it and evaluate it. Let librarians - in their own words - tell you about their experiences with digital reference.
Among the libraries and other organizations profiled are: Pennsylvania State University, Syracuse University's Virtual Reference Desk, the Massachusetts Institute of Technology, Palomar College, The Library of Congress, the University of Florida, PA Librarian Live, the Douglas County Public Library, the Cleveland Public Library, Denver Public Library, OCLC, the New England Law Library Consortium, the Internet Public Library, Paradise Valley Community College, Yale University Law School, Oklahoma State University, Tutor.Com and Baruch College.
Some of the issues covered include: Email, phone, in-person and chat room reference query volume, software selection, software acquisition costs, software training, criteria for evaluation and success, monitoring usage, hours of service offered, demographics of usage, integration of digital reference with knowledge management programs, means of distributing queries to correct librarian, time demands on librarians, dealing with digital harassment, query answer time, use of direct links to reference librarian within library databases, marketing the digital reference service, real time Vs email performance, use of publicly available services, participation in partnerships and cooperatives, impact on traditional reference services -- and many other issues and problems confronting the current or potential virtual librarian.
Some of the issues covered include: Email, phone, in-person and chat room reference query volume, software selection, software acquisition costs, software training, criteria for evaluation and success, monitoring usage, hours of service offered, demographics of usage, integration of digital reference with knowledge management programs, means of distributing queries to correct librarian, time demands on librarians, dealing with digital harassment, query answer time, use of direct links to reference librarian within library databases, marketing the digital reference service, real time Vs email performance, use of publicly available services, participation in partnerships and cooperatives, impact on traditional reference services -- and many other issues and problems confronting the current or potential virtual librarian.
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