Virtual reference services: Directions and agendas

Reference and User Services Quarterly

Volumn 39, Issue 4, 2000, Pages 365-375

  Gray, Suzanne M ^a  

^a UNIVERSITY OF MICHIGAN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034195304     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (31)

1. Chris D. Ferguson and Charles A. Bunge, "The Shape of Services to Come: Values-based Reference Service for the Largely Digital Library," College & Research Libraries 58, no. 3 (1997): 253.
2. Carol Tenopir and Lisa Ennis, "The Impact of Digital Reference on Librarians and Library Users," Online 22, no. 6 (1998): 85.
3. CNET.com, "Study: More than 100 Million Americans Use Net" (Reuters). Accessed Nov. 15, 1999, http:// news.cnet.com/news/0-1005-200-1433825.html? tag=st.ne.1005-203-1433825.
4. Julie M. Still and Frank M. Campbell, "Librarian in a Box: The Use of Electronic Mail for Reference," Reference Services Review 21, no. 1 (1993): 15-18.
5. Ann Bristow, "Academic Reference Service over Electronic Mail," College & Research Libraries News 10 (1992): 631-32.
6. Ann Bristow and Mary Buechley, "Academic Reference Service over E-mail: An Update," College & Research Libraries News 7 (1995): 460.
7. Pat Johnston and Ann Grusin, "Personal Service in an Impersonal World: Throwing Life Preservers to Those Drowning in an Ocean of Information," The Georgia Librarian 32 (1995): 45-49.
8. Association of Research Libraries Statistics. Accessed Dec. 3, 1998, http://fisher.lib.virginia.edu/newarl.
9. UC Berkeley, "Library Web Help and FAQ." Accessed Dec. 3, 1998, www.lib.berkeley.edu/Help.
10. "Information Services Policy Manual: An Outline (Library Reference Services)," RQ 34, no. 2 (1994): 167.
11. See the Internet Public Libraiy Reference Center, www.ipl.org/ref.
12. Nettie Lagace and Michael McCennen, "Managing an Internet-based Distributed Reference Service," Computers in Libraries 18, no. 2 (1998): 24-27.
13. Eileen G. Abels, "The E-mail Reference Interview," RQ 35 (1996): 345-58.
14. Bernie Sloan, "Service Perspecrives for the Digital Library Remote Reference Services," Library Trends 47, no. 1 (1998): 117-43.
15. Ables, 350.
16. Lagace, 24-27.
17. Julia King, "Online Shoppers on e-mail Hold," Computerworld 33, no. 35 (1999): 1, 16.
18. Stephen Barr, "IRS Will Seek to Improve Customer Service Quality; 24-hour, Toll-free Line to Be Introduced," Washington Post, October 2, 1998.
19. See the Dig_Ref Listserv Archives, www.vrd.org/ Dig_Ref/drb.html.
20. See page 387 in this issue of RUSQ.
21. See the Dig_Ref Listserv Archives, www.vrd.org/ Dig_Ref/drb.html.
22. Lagace, 24-27; For more information about the VRD's AskA software, see the press release Remedy Corp. Delivers Solutions Supporting World's Largest Help Desk, accessed Nov. 14, 1999, www2.remedy.com/ Press/10.12.99b.htm.
23. "E-mail out of Sorts," Communications News 36, no. 9 (1999): 102.
24. Richard Karpinski, "CRM Suite Adds e-mail Management," Internetweek, August 23, 1999.
25. Ibid.
26. E-mail communication with Steve Sowards, head of Main Library Reference at Michigan State, who indicated that their chat service was not used enough. The service was available in campus computing sites, and was dismantled due to the reconfiguration of software on those workstations.
27. Dominique Deckmyn and Julia King, "Instant Chat Finds Home in E-commerce Sites," Computerworld 33, no. 37 (1999): 6.
28. Michael Castelluccio, "E-mail in Real Time," Strategic Finance 81, no. 3 (1999): 34-37.
29. L. Christinger Tomer, "MIME and Electronic Reference Services," The Reference Librarian 41/42 (1994): 347-73.
30. Ferguson, 253.
31. The author would like to thank Barbara Macadam and Thea Lindquist for their support and assistance in preparing this article.