Digital Reference Services

Digital Reference Services provides an overview of electronic reference services and software, and explores the opportunities that real-time digital reference services can offer in a variety of library settings. Experts in the field convey numerous opinions and theory about the growth of this new approach to answering reference questions. This book teaches librarians new methods and techniques for offering technologically advanced reference services to the public.

The first half of Digital Reference Services includes such topics as:
real-time or "live online" reference services
the historical development of digital reference services and the role of
the reference librarian
mediated online searches
how to create a virtual-ready reference collection of elite reference Web
sites-includes a list of the top sites available to the public
how to start and operate a digital reference desk in your library

The second half of Digital Reference Services covers examples of libraries-both large and small-which have used revolutionary ideas to bring electronic reference services to their patrons. These ideas include:
utilizing ATM-like kiosks in remote locations from library buildings to connect with underserved populations implementing live, interactive web-based reference services-the challenges and benefits, cost, training, and workload requirements evaluating your real-time references services-investigating self-assessment and blind reviewing, incorporating your assessment into an existing evaluative program, and obtaining the administrative support essential for an accurate assessment creating a statewide virtual reference system-selecting software, developing policy, marketing, coordinating the project, and staffing and training online reference management for smaller libraries-because of the smaller staff, smaller budget, and smaller amount of patrons, is it a feasible addition to the library? much more!

This well-referenced volume contains case examples, figures, useful Web sites, and case histories to show how the basic principles of digital reference services work. Librarians and students of information and library science will find Digital Reference Services a helpful resource to enhance their library and electronic reference expertise.

In introducing 20 articles on real-time digital reference services, Katz (emeritus, library and information science, State U. of New York, Albany) defines what this type of reference service encompasses and its limitations in a 24/7 world. Contributors discuss examples of computer-mediated communication strategies in public and academic libraries, user satisfaction surveys, and future direction in this area. Co-published simultaneously as The Reference Librarian, nos. 79/80, 2002/2003. Annotation ©2004 Book News, Inc., Portland, OR

Doody Review Services

Reviewer:Tina M. Benedek, MLIS(Duquesne University)
Description:This book, which was co-published simultaneously as The Reference Librarian, Numbers 79/80 2002/2003, serves as an overview of issues that librarians face when conducting synchronous or asynchronous electronic reference service. The chapters touch on many aspects and areas of consideration of digital reference, but do not focus deeply on any specific topic.
Purpose:The purpose is to provide librarians with the basic strategies others are using and to answer common questions that arise when implementing a digital reference service. It also provokes new thoughts on secondary considerations and can be consulted by librarians already operating a digital reference service.
Audience:This work is intended for librarians considering implementing digital reference services or interested in learning more about digital reference theory and practice in academic or public libraries. Each chapter considers the different needs and challenges both types of libraries encounter and addresses them accordingly.
Features:The broad scope of this title covers an introduction to digital reference, including information about getting started, tips and recommendations for beginners, factors to consider when stocking a digital shelf, as well as case studies of individual libraries. The library case studies, which illustrate the implementation process, management, usage, and assessment, are especially practical.
Assessment:This book serves as an overview of digital reference considerations and applications and would make an appropriate textbook for library science students in a reference course. For libraries that have decided to implement a digital reference service and need guidance on getting started, I recommend, Starting and Operating Live Virtual Reference Services, by Marc Meola and Sam Stormont (Neal-Schuman, 2002), or Going Live: Starting & Running a Virtual Reference Service, by Coffman et al. (American Library Association, 2003).