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Ref Type: Journal Article

Authors: Croft,Rosie, Eichenlaub,Naomi,

Title: E-mail reference in a distributed learning environment: best practices, user satisfaction, and the reference services continuum

Publication Full: Journal of Library Administration

Year: 2006 Volume: 45 Issue: 1

Start Page: 117 Other Pages: 147

Descriptors: ELECTRONIC reference services (Libraries), REFERENCE services (Libraries), LIBRARY science, LIBRARIES & distance education, LIBRARIES — User satisfaction, ELECTRONIC mail systems, BEST practice, ROYAL Roads University (Victoria, B.C.), DISTANCE education students, best practices, digital reference, distance librarianship, E-mail reference, reference services, user satisfaction,


Royal Roads University (RRU) Library uses e-mail reference as its primary point of contact for reference services. Learners working off-site are encouraged to request reference help at a central e-mail address which routes questions to librarians. Questions are monitored cooperatively and answered via an informal protocol. RRU prides itself on excellent client service and the librarians endeavor to be responsive and helpful. Recent staff turnover and a need to orient new librarians led to the development of a set of best practices for e-mail reference. This paper examines the role of e-mail reference in the continuum of digital reference services and discusses best practices together with staff training and development issues that are particular to the conduct of e-mail reference in a distributed learning environment. To measure the success of this model, learners were surveyed for their satisfaction with responses to questions and for their preferred mode of contact. [ABSTRACT FROM AUTHOR]; Copyright of Journal of Library Administration is the property of Haworth Press and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)


M3: Article; Croft, Rosie 1; Eichenlaub, Naomi 1; Affiliations: 1: Royal Roads University Source Info: 2006, Vol. 45 Issue 1/2, p117; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: LIBRARY science; Thesaurus Term: LIBRARIES & distance education; Thesaurus Term: LIBRARIES — User satisfaction; Thesaurus Term: ELECTRONIC mail systems; Subject Term: BEST practice; Subject Term: ROYAL Roads University (Victoria, B.C.); Subject Term: DISTANCE education students; Author-Supplied Keyword: best practices; Author-Supplied Keyword: digital reference; Author-Supplied Keyword: distance librarianship; Author-Supplied Keyword: E-mail reference; Author-Supplied Keyword: reference services; Author-Supplied Keyword: user satisfaction; Number of Pages: 31p; Illustrations: 5 charts. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Haworth Press

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Issn Isbn: 1930826