Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

Due to the increase in research activity at Charles Darwin University in recent years, the Library created the position of Research Services Coordinator to meet researcher needs. Eighteen months after the new staff member was in place, an online survey was carried out to gauge the success of the new services and resources provided, and thereby…

The purpose of this study was to investigate the effectiveness of online learning communities (OLC) on enhancing the undergraduate students' acquisition of information skills. OLC was compared with online tutorials and one-shot face-to-face sessions designed to facilitate students' information skill acquisition. Data were gathered through multiple…

Gathering qualitative information about usage behavior of library Web sites is a time-consuming process requiring the active participation of patron communities. Libraries that collect virtual reference transcripts, however, hold valuable data regarding how the library Web site is used that could benefit Web designers. An analysis of virtual…

The job of the contemporary reference librarian has a virtual component unimaginable a generation ago. Today's library professional can obtain an MLS (or equivalent) online with a minimal residency requirement. Not only the degree, but also library sources, and indeed patrons, have become virtual. Both books and periodicals can be consulted by…

Promoting services is a conundrum for any organization. This is especially true for an academic library promoting distance library services. Systems thinking, process mapping, team learning, and diffusion of information practices offer ways of thinking about promoting services that help those involved find novel ways to approach promoting distance…

Smart librarians have always valued their relationships with users and other librarians. The creative force of those relationships is empowered via Web-based social networking, collaboration, and sharing. At Stony Brook University Health Sciences Library in New York, students, faculty, clinicians, and residents expect the latest refinements in…

This paper presents a case for applying information competency (IC) standards to digital reference services at academic libraries. Practical reasons for applying standards or guidelines to e-mail and online chat reference services are given with some insight to the nature of digital reference interactions. The standards that arose from the…

During the 2000-2001 academic year, the General Libraries of the University at Buffalo conducted a pilot project to assess feasibility of providing reference through instant messaging. Describes the project, its implementation, the software used, staffing issues, and publicity efforts. Discusses results of the project in terms of user…

Digital reference services at university libraries in Australia and New Zealand are a recent phenomena dating back to the late 1990s--following the developments in Web-based online library services. This paper examines the move towards the provision of e-mail reference services based on the study of 16 randomly chosen university libraries in…

An academic librarian at the University of South Carolina, faced with providing online resources for distant and distributed learners, examines whether there is any difference between distant and distributed learners. Illustrates changes brought on by implementation of information technologies. Discusses seeking a new definition, meeting…

Describes the experiences of University of Arizona and Pima Community College librarians in building World Wide Web exhibits featuring traditionally underrepresented groups in the Tucson, Arizona community. Highlights developmental considerations, goal setting, costs, benefits, and rights and permissions. Concludes with recommendations for other…

Journals Online News (JON) is a World Wide Web site created and maintained by the Collection Development Team at the University of Tennessee, Knoxville (UTK) Libraries in order to speak with the UTK community about journals-related issues. Its primary function at present is to provide UTK faculty and other interested parties with the latest…

Explores the use of MOO (multi-user object oriented) virtual environments in academic libraries to enhance reference services. Highlights include the development of multi-user database (MUD) technology from gaming to non-recreational settings; programming issues; collaborative MOOs; MOOs as distinguished from other types of virtual reality; audio…

Describes experiences in providing real-time online reference services to users with remote Web access at the Bowling Green State University library. Discusses the decision making process first used to select HumanClick software to communicate via chat; and the selection of a fee-based customer service product, Virtual Reference Desk. (LRW)