Full Record – Author

Ref Type: Journal Article

Authors: Dunn,Kathleen, Morgan,Ann,

Title: Going where the students are: Live/Web reference at Cal Poly Pomona

Publication Full: The Reference Librarian

Year: 2002 Volume: 38 Issue: 79/80

Start Page: 201 Other Pages: 213

Descriptors: Technical college libraries/Reference services, Use studies/Reference services, Reference services/Automation, California State Polytechnic University, Pomona/Library/Reference services, Library & Information Science,


Increased student use of the Internet and declining reference desk statistics are factors encouraging academic reference librarians to look for new ways to reach patrons. Web-based customer contact center software gives librarians the tools to provide interactive, 24/7 reference service to Internet users. This article describes how the library at California State Polytechnic University, Pomona developed its live/web reference service. We discuss the factors that encouraged us to launch the service, the challenges that we encountered along the way, and examples of our experiences to date. Reprinted by permission of the publisher.


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Retrieved Date:January 1, 1970

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Issn Isbn: 0276-3877