Digital reference services Cracow May 2003

B. Field reports. Management. The future.

Program

1315-1400. Reports from the exercises

1400-1430. Managing digital reference services

• Virtual Reference Desk (2000). Facets of quality for digital reference services, version 4

1430-1445. The future of digital reference services

• General technologies: databases, WWW, broadband, mobility, CSCW
• Specific technologies: email, web forms, chat, SMS, XML, language technology
• Reference demand: education, work, daily life (citizens and consumers)
• Reference supply: libraries, teachers, scientists, NGOs, media, commercial firms

Acronyms

1. CSCW - Computer-Supported Collaborative Work
2. NGO - Non-Governmental Organization (association, voluntary organization, membership organization)
3. SMS - Short Message Services (on mobile phones)
4. WWW - World Wide Web
5. XML - Extensible Markup Language

Resources

1. Hodgkin, Adam (2002). Integrated and Aggregated Reference Services. The Automation of Drudgery. D-Lib Magazine, April, Volume 8 Number 4. Uses xrefer as an example.
2. Høivik, Tord (2002). Why do you ask? Reference statistics for library planning.
3. University of Sydney Library. Humanities and Social Sciences Reference Services
4. West, Jessamyn (2002). Information for sale: My experience with Google answers