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Curriculum and teaching plan

Digital reference services are services that use digital tools (e-mail, web forms, chat, SMS) to communicate with users that search for information.

In a wider sense the concept also includes digital systems (user-oriented web pages, interactive data bases, language technology) that allow users to carry out more advanced information searches on their own.

1. Important trends in the development of digital reference services, illustrated with concrete cases.
2. The growth of reference services beyond the library sector: homework support, expert services, Google answers.
3. How to organize digital reference: help desks, customer support, information services, yellow pages.
4. How to manage and safeguard the quality of digital reference services: communication with customers, internal organisation, resource basis.
5. The growth of digital reference research: What do we know about the users? The librarians? The libraries?

After the course, participants should be able to explore cases, to study principles, and to test out digital reference services on their own.

Resources 2004

1. Cracow
   Teaching schedule for lectures and exercises March 8-11, Cracow
2. Literature
   Recommended readings (40 pages)
3. Links
   A collection of resources on reference services, in print and on the web.
4. Google
   Use www.google.com to find missing pieces of information
5. Google glossary
   Use the glossary to find definitions

Lecturer

The course is taught by Tord Høivik. He will be assisted by Bozena Rasmussen.

The international context

See the information page on international exchange Oslo-Cracow