Cover image for Digital reference service in the new millennium : planning, management, and evaluation
Digital reference service in the new millennium : planning, management, and evaluation
Lankes, R. David, 1970-
Publication Information:
New York : Neal-Schuman Publishers, [2000]

Physical Description:
xx, 246 pages : illustrations ; 23 cm.
Format :


Call Number
Material Type
Home Location
Item Holds
Z711.45 .D54 2000 Adult Non-Fiction Central Closed Stacks
Z711.45 .D54 2000 Adult Non-Fiction Central Closed Stacks

On Order



Designed for librarians and other information professionals who are planning or implementing digital reference services, this guide discusses the role of reference collections and staff in the new millennium. It also explores changing reference culture and technologies.

Reviews 1

Library Journal Review

Change, as defined by the dictionary, is about putting on a fresh set of clothes to replace those being worn. Digital Reference Service in the New Millennium is about change. It tells about the latest fashions; talks of managing the new wardrobe; and looks at how the new clothes are fitting. Growing out of the 1999 Harvard conference "Reference in the New Millennium," this volume "focuses both on the theoretical aspects of defining digital reference services in the new millennium, and the evolving service and technical aspects of developing, managing, and evaluating them." Chapters on the Library of Congress Collaborative Digital Reference Services and AskA Services/Virtual Reference Desk networks provide specific examples in planning, managing, and evaluating digital reference service. Intellectual property rights are discussed as well. The conclusion contends that we are facing a "primary knowledge revolution." Beyond pointing out the best resources and functioning as "context experts." the reference librarian in the new millennium will need the "ability to read the situation a user is in and find the right information for that situation." While the topic is prevalent in the current periodical literature, there are no books like Digital Reference Service. A timely and well-presented treatise recommended for all libraries.DJanet Brewer, Murray State Univ. Lib., KY (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Table of Contents

Charles R. McClureR. David LankesJoseph JanesSusan LessickLorna PetersonMyoung C. WilsonDiane Kresh and Linda ArretBlythe Allison Bennett and Abby Kasowitz and R. David LankesPauline LynchBrett ButlerLynn BryBruce HensonJudy Horn and Kathryn KjaerLaura Sowers and Marilyn Domas WhiteSusan McGlamery and Steven CoffmanMonika Antonelli and Martha TarltonSaundra LiptonR. David LankesJoann M. Wasik
List of Tablesp. ix
List of Figuresp. xi
Forewordp. xiii
Prefacep. xv
Acknowledgmentsp. xix
Introduction: The Foundations of Digital Referencep. 1
Part I The New Reference Culture: Traits and Trends
Overviewp. 11
Why Reference Is About to Change Forever (but Not Completely)p. 13
Transforming Reference Staffing for the Digital Libraryp. 25
Definitions of Personal Assistance in the New Millennium: Philosophical Explorations of Virtual Reference Servicep. 37
Evolution or Entropy? The Changing Reference Culture and the Future of Reference Librariansp. 47
Part II Building Digital Reference Services and Networks
Overviewp. 59
Collaborative Digital Reference Service: Update on LC Initiativep. 61
Digital Reference Quality Criteriap. 69
Part III Managing Digital Reference Services
Overviewp. 81
Managing Growth for AskA Servicesp. 83
Designing a Virtual Reference Desk: Intellectual Property Considerationsp. 91
Simple and Sophisticated Methods for Processing Large Volumes of Question and Answer Information through the World Wide Webp. 111
Digital Reference Service at the Georgia Institute of Technologyp. 125
Part IV Evaluating Digital Reference Services
Overviewp. 133
Evaluating the "Ask a Question" Service at the University of California, Irvinep. 135
National Museum of American Art Reference Desk: A Usage Analysis of a Digital Reference Servicep. 153
Part V Digital Reference Technology Spotlight
Overviewp. 179
Moving Reference to the Webp. 181
The University of North Texas Libraries' Online Reference Help Deskp. 197
Click on the Wizard for Help: Using Help Desk Software for Real-Time Referencep. 207
Conclusion: An Agenda for Digital Referencep. 219
Appendix Digital Reference Resourcesp. 223
About the Contributorsp. 231
About the Editorsp. 237
Indexp. 239