Implementing Digital Reference Services: Setting Standards and Making It Real

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ALA Neal-Schuman
  • Description
  • About the Authors

This comprehensive survey of current digital reference practice focuses on the theoretical and practical issues of digital reference in libraries and information services, with special emphasis on the theme of quality standards and evaluation.

The book is divided into six parts. Part One identifies the need for digital reference services; Part Two covers the management of digital reference; Part Three: real-time digital reference services; Part Four: collaborative reference initiatives; Part Five: research in digital reference; and Part Six: evaluating digital reference.

Topics covered include: virtual reference--what it is and what it may be; rethinking privacy for the virtual library; providing chat reference service: a survey of current practice; real-time digital reference pilot projects; emerging digital reference standards; moving from virtual to cooperative reference service models; understanding the information needs of adult learners; information-seeking behavior of online users; and assessing quality in digital reference services.

Charles R. McClure

Charles R. McClure, Ph.D., is the Francis Eppes Professor of Information Studies and director of the Information Use Management and Policy Institute at Florida State University. He has written extensively on topics relating to the planning and evaluation of library and information services and served as co-principal investigator on a project funded by the Institute for Museum and Library Service.

R. David Lankes

Melissa Gross

Melissa Gross is professor and doctoral program chair in the School of Information Studies at Florida State University and past president of the Association for Library and Information Science Education. She received her PhD from the University of California, Los Angeles, in 1998 and was awarded the prestigious American Association of University Women Recognition Award for Emerging Scholars in 2001. She has published extensively in the areas of information-seeking behavior, information literacy, library program and service evaluation, information resources for youth, and teacher/librarian collaboration.