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Digital reference service

Digital reference service
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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 Library (a fourth service, Ask Bob, was included initially but eventually excluded). The online digital reference/‘‘expert’’ services are generally very effective; most provide an answer within three days, and include suggestions for sources of further information. Although the general response rate from all the services was good, library-based services were found to be more trustworthy since they provided the answers together with the sources.
Emerald Group Publishing Limited; January 2004
72 pages; ISBN 9781845443948
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