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The Viability of Live Online Reference: An Assessment

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Horowitz, Lisa R.; Flanagan, Patricia A.; Helman, Deborah L. – portal: Libraries and the Academy, 2005

The MIT Libraries enthusiastically implemented real-time online reference service in September 2001. After 15 months, Ask Us!--Live was suspended due to ongoing software problems. This article describes the four-part assessment of the service with recommendations for the future. (Contains 6 figures and 21 notes.)

Descriptors: Reference Services, Formative Evaluation, Computer Mediated Communication, Communication Research