Not virtual, but a real, live, online, interactive reference service.
In today's fast-paced environment, traditional medical reference services alone are not adequate to meet users' information needs. Efforts to find new ways to provide comprehensive service to users, where and when needed, have often included the use of new and developing technologies. This paper describes the experience of an academic health science library in developing and providing an online, real-time reference service. Issues discussed include selecting software, training librarians, staffing the service, and considering the future of the service. Use statistics, question type analysis, and feedback from users of the service and librarians who staff the service, are also presented.
Jerant
Lisa Lott
LL
Carlson Health Sciences Library, University of California Davis, One Shields Avenue, Davis, CA 95616, USA. lljerant@ucdavis.edu
Firestein
Kenneth
K
D002140:California; D003195:Computer Communication Networks / Q000458:organization & administration* / Q000706:statistics & numerical data; D017598:Efficiency, Organizational; D006801:Humans; D033181:Information Dissemination / Q000379:methods; D007318:Inservice Training / Q000458:organization & administration; D007993:Libraries, Medical / Q000458:organization & administration; D007999:Library Services / Q000458:organization & administration* / Q000706:statistics & numerical data; D009862:Online Systems / Q000458:organization & administration* / Q000706:statistics & numerical data; D016134:Organizational Policy; D010561:Personnel Staffing and Scheduling; D012577:Schools, Medical / Q000458:organization & administration; D014481:United States