According to several surveys over the past six years, faculty support and training in information technology remains one of the most pressing issues in higher education (Greene, 2001; Gandel, et al., 2000; Lembke, et al., 2001; Kobulnicky, et al., 2002). In an effort to address this issue, various organizations have published guidelines or…

The Assessing Quality on Digital Reference team conducted two site visits at Florida Libraries in August 2001. The objectives of these visits were to: document how digital reference services are currently being planned for, delivered, and evaluated in libraries; understand how "quality" in digital reference is defined in these…