We compiled a geo-referenced bibliography of research including theses, peer-reviewed articles, agency literature, and books having sample collection sites in and around Coos Bay, Oregon. Using Google Earth and GeoCommons we created a map that allows users such as visiting researchers, faculty, students, and local agencies to identify previous…

Over the years, as new technology became available, the author always tried to use it to improve his interactions with patrons. He wanted to make librarians' services friendlier and more personalized. The author stresses that social software was never really about the software; the "social" part of it was always the most crucial. One of the best…

Thanks in part to technology, the boundaries of library positions are dissolving. It is no longer practical to discuss the profession in terms of traditional library types, and in today's library, the relationship between librarians and technology is stronger than ever. In this informative volume, veteran author Laura Townsend Kane interviews…

At the beginning of last year the assistant Middle Division director at the Berkeley Preparatory School challenged his faculty to collaborate with at least one teacher from another department in the division for a portion of one unit. Because the challenge was given at the beginning of the school year, it was received with trepidation, but, after…

Herrick Library (Alfred University, Alfred, NY) reference guru of 18 years, Frank McBride, retired recently, leaving a smaller and less experienced staff to collectively handle reference questions. Frank had conscientiously documented much of his experience in a collection of paper files. In this column, the author (Herrick's new coordinator of…

Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…

Ask Here PA is Pennsylvania's new statewide live chat reference and information service. This article discusses the key strategies utilized by Ask Here PA administrators to recruit participating libraries to contribute staff time to the service, the importance of centralized staff training, the main aspects of staff training, and activating the…

Describes the Interactive Reference Assistance project developed at the University of Michigan to provide remote reference service for students in campus residence halls through the use of specialized software, desktop computers, and desktop cameras that allowed video and audio links directly to library reference staff. (LRW)

Discusses the availability and quality of commercial reference services available on the World Wide Web such as Ask Jeeves and the decline in library reference service statistics. Describes a project in California to help libraries develop live, real-time reference services over the Web by adapting Web contact center software. (LRW)

Describes the automation of the ready reference card file at the California State University, Long Beach library. Topics discusses include the use of dBase III Plus software; keyword fields for multiple access points; the source field and other fields; a menu-driven interface; and file creation and maintenance. (Contains five references.) (LRW)

This digest discusses advantages and disadvantages of CD-ROM use in libraries and information centers and lists features of three CD-ROM versions of the ERIC database--Dialog OnDisc ERIC, OCLC Search CD450, and SilverPlatter ERIC. Brief descriptions of these products focus on the differences among them, including equipment requirements, search…

This digest discusses advantages and disadvantages of CD-ROM use in libraries and information centers and lists features of three CD-ROM versions of the ERIC database--Dialog OnDisc ERIC, OCLC Search CD450, and SilverPlatter ERIC. Brief descriptions of these products focus on the differences among them, including equipment requirements, search…

Explains the digital reference service AskNSDL that was developed for the National Science Digital Library (NSDL). Discusses tools used to design the service, including QABuilder software; QuIP (Question Interchange Profile) metadata format standard; GEM (Gateway to Educational Materials) cataloging tool; and the AskERIC question and answer…

Considers the current trend in libraries toward live, or digital, reference services. Highlights include models for reference, including synchronous versus asynchronous; benefits for users; software packages; user expectations; suitability of the technology; and determining the best service for users and their information needs. (LRW)

Explores the possibility of using Web contact center software to offer reference assistance to remote users. Discusses a project by the Metropolitan Cooperative Library System/Santiago Library System consortium to test contact center software and to develop a virtual reference network. (Author/LRW)