Digital reference: a case study of question types in an academic library

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Reference Services Review

ISSN: 0090-7324

Online from: 1973

Subject Area: Library and Information Studies

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Document Information:
Title:	Digital reference: a case study of question types in an academic library
Author(s):	Wendy Diamond, (Wendy Diamond is Business Reference Librarian at Meriam Library, California State University, Chico, California, USA.), Barbara Pease, (Barbara Pease is Reference Librarian at Meriam Library, California State University, Chico, California, USA.)
Citation:	Wendy Diamond, Barbara Pease, (2001) "Digital reference: a case study of question types in an academic library", Reference Services Review, Vol. 29 Iss: 3, pp.210 - 219
Keywords:	Academic libraries, Electronic mail, Electronics, Information retrieval, Reference services
Article type:	General review
DOI:	10.1108/EUM0000000005663 (Permanent URL)
Publisher:	MCB UP Ltd
Abstract:	An analysis of reference questions received by the digital reference service of a medium-sized academic library over a two-year period showed that the service could handle the full range of simple to complex questions typically asked at a physical reference desk. Because broad or complex questions can be difficult to answer remotely, suggests a strategy for improving the process of answering such questions in the digital environment.