We asked the same 60 questions using DRS (digital reference services) in Japanese public libraries, face-to-face reference services and Q & A (question and answer) sites. It was found that: (1) The correct answer ratio of DRS is higher than that of Q & A sites; (2) DRS takes longer to provide answers as compared to Q & A sites; and (3)…

Dealing with unaffiliated distance learning students can be a daunting task for many public as well as academic librarians. This article will discuss strategies for providing reference to these students by gathering information on what services they are offered via their home institutions, and helping them navigate the often confusing landscape of…

Libraries nationwide are in yet another phase of belt tightening. Without an understanding of the economic factors that influence library operations, however, controlling costs and performing cost-benefit analyses on services is difficult. This paper describes a project to develop a cost model for collaborative virtual reference services. This…

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…

Eva Miller has a knack for creating order out of disorder. She single-handedly brought Oregon's virtual reference service, Answerland, live in just under 90 days, says Rivkah Sass, now director of the Omaha Public Library. Miller created its web site, designed the graphics, developed marketing materials, and recruited and trained librarians--all…

Virtual reference services seem a natural extension of libraries digital collections and the emphasis on access to the library anytime, anywhere. If patrons use the library from home, it makes sense to provide them with person-to-person online reference. The Library of Congress (LC), OCLC, and several large library systems have developed and…

Like many young people, Aaron Schmidt loves electronic gadgets. But not for their own sake. He believes the future of libraries depends on how well we meet the needs of today's young adults, who are far more tech-fluent than most librarians. As reference librarian and all-around technology guru at Thomas Ford Memorial Library, Schmidt created the…

Florida's Ask a Librarian service (http://www.askalibrarian.org) brings virtual reference to users at their moment of need via the Internet. Ask a Librarian is a growing service with 76 participating libraries including public, school, four-year, and community college libraries. The following article describes how Ask a Librarian was developed…

Examines the creation of the Internet Public Library Reference Division in the historical context of librarians' efforts to integrate the use of technologies with reference services. Discussion considers ways that librarians have successfully incorporated new technologies and makes recommendations for use of the Reference Division and Internet…

Soon after AskALibrarian, Florida's Statewide Virtual Reference Desk, began to offer Chat Reference to the public in 2003, a Quality Assurance Workgroup was established to ensure that the service patrons received would be friendly, accurate, and adequate. To make certain that best practices were used in answering the real time questions, two…

Presents ideas and strategies to enhance digital reference services available via the Internet in public libraries. Describes print publications which include Web reference columns; subject guides, both print and online; and the resources of the Internet Public Library and other virtual reference desks. (LRW)

Presents results of an exploratory study attempting to establish a methodology for the unobtrusive analysis of a digital reference enterprise. Logs of over 3,000 questions asked of the Internet Public Library in early 1999 were analyzed on the basis of questions asked, self-selected demographic information, how those questions were handled, and…

Reports on an initiative by the Toronto Public Library to create the "Virtual Reference Library" (VRL). Describes the first service to be offered, a Dewey application called "Science Net." Discusses the VRL and its precursor, objectives, basis for its funding, technical aspects, progress to date and future direction. (AEF)

A new Danish act regarding library service has initiated several projects in order to promote libraries and to provide library staff experience in using the Internet to communicate with end users. Most public Danish information is found on official World Wide Web sites, and there is a tendency to publish online versions instead of printed…

With the emergence of Web help services, libraries are no longer the lone providers of information. Today's researchers need to find quickly information that is usable, relevant, authoritative, and verifiable. To meet that need, libraries must adapt traditional strengths of acquiring, describing, and serving information to an environment that is…