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List:       publib
Subject:    [PUBLIB] Re: Reference via e-mail? (fwd)
From:       plib2 () webjunction ! org (PUBLIB)
Date:       2000-04-28 21:34:03
Message-ID: Pine.GSO.4.10.10004281823250.24945-100000 () webjunction ! org
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Some resources on e-ref:
http://www.lis.uiuc.edu/~bsloan/e-mail.html  Bernie Sloan's page on
libraries doing this
http://www.vrd.org/Dig_Ref/drb.html
Searchable archives of the Dig_Ref listserv, run by Syracuse ERIC
center on information technology and the Virtual Reference Desk project
http://www.loc.gov/rr/dig/cdrshome.html
The Collaborative Digital Reference Service project at LC..global
electronic reference, 24 hrs day/7 days a week..first phase pilot
just completed
http://www.gti.net/weissman/character.html
My page on e-ref patrons, based on 6 years experience doing reference
in an electronic environment
http://www.gti.net/mocolib1/mclweb/eref.html
3+ years of e-ref at Morris County Library...questions and answers until
recently. Last two quarters, just questions so you have material for
training exercises.
Briefly:
1. everyone vastly overestimates the volume they are going to get
2. 80% of our questions can be answered in under 2 hrs
3. in latest sample all but 4 questions came in *while the library was
open, fully staffed, three phone lines available* Some people can't or 
won't call or come in to the library (can't call from work..or whatever).
4. There are VERY FEW "false drops" (People who are fooling around are
going to go bug askjeeves or the like.)
5. The reference interview is vastly over-rated ..and there are a wealth
of electronic cues you can work with.
  You can't just NOT do it..announce a six-month trial..see how it fits in
to your work flow, staffing patterns, etc...and then evaluate it.
-----------------
Sara Weissman
Morris County Library
http://www.gti.net/mocolib1/refbox.html




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