Quality standards for digital reference consortia

Reference and User Services Quarterly

Volumn 39, Issue 4, 2000, Pages 355-363

  Kasowitz, Abby ^a   Bennett, Blythe ^a   Lankes, R David ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034195327     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (20)

1. Bryce Allen, "Evaluation of Reference Services," in Reference and Information Services: An Introduction, Richard E. Bopp and Linda C. Smith, eds. (Englewood, Colo.: Libraries Unlimited, 1995), 207-29.
2. Diane G. Schwartz and Dottie Eakin, "Reference Service Standards, Performance Criteria, and Evaluation," The Journal of Academic Librarianship 12 (March 1986): 4-8.
3. Jennifer Mendelsohn, "Perspectives on Quality of Reference Service in an Academic Library: A Qualitative Study," RQ 36 (Summer 1997): 544-57.
4. Marilyn Domas White, "Analyzing Electronic Answer Services: Framework and Evaluations of Selected Services," (College Park, Md.: University of Maryland at College Park, CLIS Technical Report No. 99-02, July 1999), 1-8.
5. Lara Bushallow-Wilbur and others, "Electronic Mail Reference Service: A Study," RQ 35 (Spring 1996): 359-71; Karla Hahn, An Investigation of an E-mail-Based Help Service, (College Park, Md.: University of Maryland at College Park, CLIS Technical Report No. 97-03, Jan. 1997). Accessed Nov. 24, 1999, www. clis.umd.edu/research/reports/tr97/03/9703.html.
6. Lara Bushallow-Wilbur and others, "Electronic Mail Reference Service: A Study," RQ 35 (Spring 1996): 359-71; Karla Hahn, An Investigation of an E-mail-Based Help Service, (College Park, Md.: University of Maryland at College Park, CLIS Technical Report No. 97-03, Jan. 1997). Accessed Nov. 24, 1999, www. clis.umd.edu/research/reports/tr97/03/9703.html.
7. Bernie Sloan, "Service Perspectives for the Digital Library: Remote Reference Services." Accessed Nov. 23, 1999, www.okcom.net/~ggao/Library/digitallib. html. Based on Eileen G. Abels, "The E-mail Reference Interview," RQ 35 (Spring 1996): 345-58.
8. Bernie Sloan, "Service Perspectives for the Digital Library: Remote Reference Services." Accessed Nov. 23, 1999, www.okcom.net/~ggao/Library/digitallib. html. Based on Eileen G. Abels, "The E-mail Reference Interview," RQ 35 (Spring 1996): 345-58.
9. R. David Lankes and Abby S. Kasowitz, AskA Starter Kit: How to Build and Maintain Digital Reference Services (Syracuse, N.Y.: ERIC Clearinghouse on Information and Technology, ED 427 779, 1998).
10. R. David Lankes, Building and Maintaining Internet Information Services: K-12 Digital Reference Services (Syracuse, N.Y.: ERIC Clearinghouse on Information and Technology, ED 427 778, 1998).
11. John H. Holland, Hidden Order: How Adaptation Builds Complexity (New York: Addison Wesley, 1995).
12. White, "Analyzing Electronic Answer Services: Framework and Evaluations of Selected Services."
13. Lankes, Building and Maintaining Internet Information Services: K-12 Digital Reference Services.
14. Abby S. Kasowitz and others, "Facets of Quality for K-12 Digital Reference Services." Accessed Nov. 11, 1999, www.vrd.org/training/facets.html.
15. The Virtual Reference Desk (VRD) is a project dedicated to the advancement of digital reference and the successful creation and operation of human-mediated, Internet-based information systems. VRD is sponsored by the National Library of Education and the ERIC Clearinghouse on Information and Technology, with support from the White House Office of Science and Technology Policy, available at www.vrd.org.
16. Sources for determining ADA compliance include: CAST, Inc., "Welcome to Bobby" (www. cast.org/bobby) and Jim Lubin, "Accessible Web Page Design," accessed Nov. 23, 1999, www. eskimo.com/~jlubin/ disabled/webdesi.htm.
17. R. David Lankes, "The Virtual Reference Desk: Question Interchange Profile." Accessed Nov. 23, 1999, www.vrd.org/Tech/ QuIP/1.01/QuIP1.01d.PDF.
18. A source for assisting with writing privacy policies can be found at: TRUSTe, "TRUSTe: Building a Web You Can Believe In." Accessed Nov. 23, 1999, http://etrust.com.
19. Diane Kresh and Linda Arret, "Collaborative Digital Reference Service: Update on LC Initiative," presentation at the VRD 1999 Digital Reference Conference, Cambridge, Mass., October 14, 1999.
20. R. David Lankes, "The Virtual Reference Desk: Question Interchange Profile."