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	Trends and Issues in Digital Reference Services
		The Virtual Reference Desk (VRD) Network consists of almost twenty AskA services (specializing in science, math, education, art, general reference, and other areas) that submit out-of-scope and overflow questions via e-mail to VRD to be redistributed to other member services or answered by librarian volunteers (Bennett, 2001).
		The Collaborative Digital Reference Service, operated by the Library of Congress, is an international network of libraries, consortia, museums, and AskA services, that uses a help desk system to route questions to appropriate institutions based on member profiles (Kresh, 2001; Kresh and Arret, 2000).
		Collaborative digital reference services provide many benefits, such as allowing individual institutions to share expertise and resources, expanding hours of service, and providing access to a larger collection of knowledge resulting from digital reference service (e.g., question-answer archives).
	www.michaellorenzen.com /eric/digital-reference.html (1756 words)

	Digital Reference: An Overview (February 2003)
		He argues that these services represent a revelatory case for digital reference, serve as a research environment, and provide models, theory and frameworks that will inform future research in the digital reference and digital library domains.
		This research is designed to advance the digital reference research agenda in image intermediation, contribute to the creation of software and systems to support image intermediation, and guide the training and education of reference librarians and visual resource providers.
		We hope all digital librarians who organize collections, design interfaces, and create services will consider these and related issues, enter the dialogue, and contribute to the theory and practice of digital reference.
	www.dlib.org /dlib/february03/02guest-editorial.html (638 words)

	Digital Reference Evaluation (Site not responding. Last check: 2007-11-03)
		For digital reference and AskA (as in “Ask-an-Expert”) services to prosper (especially in light of better-publicized and better-funded commercial Internet Q&A services), ongoing evaluation must be conducted in order to improve such services and ensure that they are meeting (or exceeding) their users’ information demands.
		As a result, service administrators need to ensure that the objectives of the digital reference service are in alignment with their users’ expectations.
		Issues of service management, training, policy, and quality have all come to the forefront, as organizations grapple with how to assess and evaluate their services in the absence of any nationally defined standards for digital reference provision.
	www.vrd.org /AskA/digref_assess.shtml (2438 words)

	ALA \| Abstracts (Site not responding. Last check: 2007-11-03)
		Reference librarians have converted a significant portion of library resources to electronic format and are now beginning to move the reference interview itself to the electronic environment.
		This study is intended to contribute to the discussion of important issues in library services to young adults by reporting the results of a survey of all of the public libraries in New Jersey—a large, diverse, well-populated state, with a range of sizes and types of public libraries, and a significant young adult population.
		This article presents the standards in the context of traditional and digital reference evaluation, describes the process by which the standards were created and revised, presents the standards as defined by multiple levels of adherence, discusses common themes reflected in the standards, and applies the standards to other digital reference contexts and consortia.
	www.ala.org /ala/rusa/rusapubs/rusq/contents/abstracts/abstracts.htm (14730 words)

	DIGITAL REFERENCE SERVICES BIBLIOGRAPHY: A SUPPLEMENT (Site not responding. Last check: 2007-11-03)
		Perspectives on quality of reference service in an academic library: A qualitative study.
		Digital libraries: Constructing a value in the digital age for libraries and clients.
		A study of digital reference in a Federal agency.
	www.lis.uiuc.edu /~b-sloan/bibsupp.htm (1716 words)

	Issue Papers: Digital Reference Overview
		Digital reference replicates in the digital library environment what is most valued in the physical, especially public, environment: personalised guidance in the gathering and selection of the best resources.
		Digital reference cannot be regarded as 'extra' or a service that can be delivered only when there are enough staff and time [ 4 ].
		Digital Reference Robots essentially use artificial intelligence to respond to questions; the most well-known of this type of service is Ask Jeeves [ 11 ].
	www.ukoln.ac.uk /public/nsptg/virtual (3050 words)

	IFLA Digital Reference Standards Project - Reference Work Section
		During the IFLA 2001 Conference in Boston, the Reference Section submitted a project proposal to identify and monitor the progress of digital reference guidelines and policies.
		If digital reference standards and guidelines have been created, they tend to be in the form of internal documents, informal in nature, and closely reflect those used for general reference services and e-mail reference.
		This is the transcript of a presentation given by Bernie Sloan at the Reference Service in a Digital Age Conference, held at the Library of Congress.
	www.ifla.org /VII/s36/pubs/drsp.htm (944 words)

	IFLA Digital Reference Guidelines
		The scope of the service provided should be based on realistic planning and the available financial resources, as well as on the perceived needs of the community served.
		Digital reference services must meet the same standards as traditional reference services.
		Digital reference service should be informative; Promote information literacy by providing patrons with information on how you found an answer to their question.
	www.ifla.org /VII/s36/pubs/drg03.htm (2981 words)

	News and Reviews: 'Implementing Digital Reference Services: setting standards and making it real', Ariadne Issue 37
		The three papers in Part II - 'Managing Key Digital Reference Issues' - consider privacy issues, the impact of copyright law and licences on service delivery and the potential use of artificial intelligence in digital reference services (to adopt the term used in the title of the book).
		Part III - 'Implementing Real-Time Reference Service' and Part IV -'Conceiving and Implementing Collaborative Reference Services' - are largely devoted to case studies, the latter involving collaboration between a number of libraries.
		Finally, research into the use of digital reference and the evaluation of digital reference are covered in Parts V and VI respectively.
	www.ariadne.ac.uk /issue37/wynne-rvw (776 words)

	Digital Reference Services: An Overview
		Reference services in libraries are rapidly changing as our patrons expect us to come to them.
		People have reference questions when the library is closed, and may not want to or be able to come into the library at all.
		One of the drawbacks of email reference service is that the librarian doesn’t have the benefit of body-language, eye-contact, and the give and take of the reference interview that is often so necessary for determining what the patron really needs.
	www.suite101.com /article.cfm/librarians_information_science/52394 (556 words)

	Networked Reference Services - National Information Standards Organization (NISO)
		Digital reference services constitute a new but rapidly growing extension of the traditional reference service offered to library patrons.
		While the service may be delivered via real-time chat or asynchronous e-mail, the essential characteristic of the service is the ability of the patron to submit questions and to receive answers via electronic means.
		The NISO-sponsored Workshop on Networked Digital Reference Services was held April 25-26, 2001 (http://www.niso.org/news/NISOinitiatives.html#digital) to explore potential areas of standardization.
	www.niso.org /committees/committee_az.html (484 words)

	Digital Reference
		Digital reference service in the new milennium: Planning, management, and evaluation.
		Service perspectives for the digital library remote reference services.
		LiveRef(sm): A registry of real-time digital reference services: Academic and research.
	web.syr.edu /~jryan/infopro/dref.html (416 words)

	VRD- Digital Reference Resources (Site not responding. Last check: 2007-11-03)
		The following list contains references on the topic of digital reference in a variety of contexts.
		Diamond, W. and Pease, B. Digital Reference: A Case Study of Question Types in an Academic Library.
		Deegan, E. "Conducting the Reference Interview by E-mail and the Intranet." SLA Annual Conference Panel Presentation, June 12, 2000.
	www.vrd.org /pubinfo/proceedings99_bib.shtml (3314 words)

	DIGITAL REFERENCE SERVICES BIBLIOGRAPHY: A SUPPLEMENT (Site not responding. Last check: 2007-11-03)
		Digital reference: a case study of question types in an academic library.
		Hodges, Pauline R. Reference in the age of automation: changes in reference service at Chemical Abstracts Service Library.
		A rush to serve: digital reference services and the commitment to 24/7.
	www.lis.uiuc.edu /~b-sloan/digiref.html (3042 words)

	[No title] (Site not responding. Last check: 2007-11-03)
		Discusses the competition from commercial reference sites on the Web and the 24-7 Reference Project in Southern California, which is trying Cisco/Webline contact center software for library use.
		A project begun in 1995 at the University of Michigan providing real-time reference service to students in twelve Residence Hall Libraries.
		The Web sites of 150 academic libraries selected at random were examined for a digital reference service in May 1999.
	www.multcolib.org /products/digref/resources.html (1634 words)

	Digital Reference Services: Revisited
		Since my last article on digital reference in November 2000, obviously a lot has changed.
		I define digital reference services as the provision of reference services, involving collaboration between library user and librarian, in a computer-based medium.
		Stephen Francoeur covers forms of digital reference (email, Web forms, chat, etc.) and an index of services by constorium, country, library type and software.
	www.suite101.com /article.cfm/9460/101804 (551 words)

	LiveRef(sm): A Registry of Real-Time Digital Reference Services
		" The Future is Now: Reference Service for the Electronic Era." Presentation delivered at Crossing the Divide: Proceedings of the Tenth National Conference of the Association of College and Research Libraries, March 15-18, 2001, Denver, Colorado.
		Service Perspectives for the Digital Library: Remote Reference Services, December 16, 1997.
		Use of the listed services may be restricted or limited to affiliated students, faculty, staff, or members.
	www.public.iastate.edu /~CYBERSTACKS/LiveRef.htm (1540 words)

	Digital Reference
		The Yahoo service returns a set of keywords (tags) that the article is associated with.
		Perhaps libraries with chat services will create pages for themselevs in the wiki in which greater detail is offered on their chat service (and perhaps e-mail reference, SMS reference, and any other kind of digital reference you can think of).
		As a librarian interested specifically in instruction and reference (and the intersection of the two), I want to point out the "Reference Services and Information Literacy" section in particular.
	www.teachinglibrarian.org /weblog/blogger.html (940 words)

	Global Reference Network (Library of Congress)
		QuestionPoint was built "by librarians for librarians," with input from GRN members and from experiences based on the the pilot Collaborative Digital Reference Service, as well as OCLC's pilot programs with INCOLSA and METRO.
		The QuestionPoint service, available at www.QuestionPoint.org, provides libraries with access to a growing collaborative network of reference librarians in the United States and around the world.
		The service, which is available to libraries by subscription, will enable reference librarians to share their resources and expertise with each other and with their patrons free of charge in unprecedented ways.
	www.loc.gov /rr/digiref (226 words)

	Digital Reference Report (Site not responding. Last check: 2007-11-03)
		Some library systems have a centralized service only, others have one in addition to individual libraries' services, others still have only individual library services.
		Below links are provided for any combination of digital reference services that I've been able to locate for each university mentioned.
		The first four services stand out among all the others I looked at, these are also the services I emailed requesting information on the administration of the respective services.
	faculty.washington.edu /jalbano/digref (190 words)

	Reference [OCLC - Products and Services]
		Reference services that tap dozens of leading databases and leverage your library's own assets more effectively.
		Powerful and highly customizable, FirstSearch is a key reference tool for any library, and the most intuitive access available to the WorldCat bibliographic database.
		QuestionPoint is brought to you by the Library of Congress and OCLC.
	www.oclc.org /services/reference (243 words)

	Digital Reference Services (Site not responding. Last check: 2007-11-03)
		From > Ask-an-Expert (AskA) services to libraries, an increasing number of > organizations are creating digital reference services to provide expert > information and reference help.
		The list will discuss all > aspects of providing question & answer services over the worldwide > network, from service creation and implementation to issues of services > and quality.
		This list will also provide information on the Virtual > Reference Desk project and developments in the field of digital reference.
	ces.iisc.ernet.in /hpg/envis/doc98html/infodig114.html (301 words)

	Digital Reference Services for Schools
		Accessing library catalogues and holdings, and other databases including indexing/abstracting services of periodicals and newspapers, plus Internet tutorials...
		Collections of current information, topical news, regularly updated, usually arranged in directory or subject-based format from broad to specific topics.
		Includes reference gateway/directory services, question/answer databases supported by multi-search engine, Ask-an-Expert directories, QandA and Referral services.
	golum.riv.csu.edu.au /~lhay/network/drs.html (127 words)

	xrefer
		Xrefer combines reference books from the world's leading publishers, delivering 24/7 online reference services for libraries.
		Stay informed by signing up for our quarterly email newsletter, Reference Update.
		Xreferplus is the world's largest online reference service, offering access to 170 reference books from 49 of the world's leading publishers.
	www.xrefer.com (90 words)

	egfeed: Digital Reference Services Bibliography
		These services can utilize various media, including e-mail, Web forms, chat, video, Web customer call center software, Voice over Internet Protocol (VoIP), etc. Approximately 40% of the items listed in this bibliography are available via the Web.
		Links have been provided to direct you to those resources.
		This has been added to Reference Resources Subject Tracer™ Information Blog.
	www.livejournal.com /users/egfeed/1324572.html (114 words)

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