Full Record – Author

Ref Type: Journal Article

Authors: Broughton,Kelly, Hunker,Stephanie Dennis, Singer,Carol A.,

Title: Why use web contact center software for digital reference?

Publication Full: Internet Reference Services Quarterly

Year: 2001 Volume: 6 Issue: 2

Start Page: 1 Other Pages: 12

Descriptors: ELECTRONIC reference services (Libraries), REFERENCE librarians, COMPUTER software, Communications skills,


Briefly discusses the impediments to offering a digital reference service using Web-based customer contact center software. Focuses in detail on the potential that this medium offers for broadening the reference librarian's reach, even as in-person contacts continue to fall. Specifically examines: (1) bringing services to those who increasingly use the Internet for research, pleasure, or formal education; (2) integrating reference services with online content; (3) research that shows the lack of sophistication with which users interact with search engines and databases; (4) the potential for librarians to take advantage of the 'teachable moment'; (5) approachability issues; (6) special populations who may be served by text-based, online communication; and (7) specific advantages as compared with reference via telephone and e-mail.


M3: Article; Broughton, Kelly 1; Email Address: kmoore@bgnet.bgsu.edu; Hunker, Stefanie Dennis 2; Email Address: sdennis@bgnet.bgsu.edu; Singer, Carol A 3; Email Address: singerc@bgnet.bgsu.edu; Affiliations: 1: Bowling Green State University, Bowling Green, OH 43403 2: Bowling Green State University, Bowling Green, OH 43403 3: Bowling Green State University, Bowling Green, OH 43403 Source Info: 2001, Vol. 6 Issue 2, p1; Note: Publisher's URL: http://www.haworthpressinc.com; Note: Update Code: 3704; Subject Term: ELECTRONIC reference services (Libraries); Subject Term: REFERENCE librarians; Subject Term: COMPUTER software; Author-Supplied Keyword: Communications skills; Number of Pages: 12p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 10875301