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Ref Type: Journal Article

Authors: Pomerantz, Jeffrey,

Title: Factors influencing digital reference triage: A think-aloud study

Publication Full: The Library Quarterly

Year: 2004 Volume: 74 Issue: 3

Start Page: 235 Other Pages: 264

Descriptors: ELECTRONIC reference services (Libraries), REFERENCE services (Libraries), LIBRARY science, INFORMATION resources management, DIGITAL libraries, ELECTRONIC information resources,


This article describes a think-aloud study conducted to identify factors that influence the decisions made by digital reference ‘triagers’ when performing triage on questions received by digital reference services. This study follows and expands on a Delphi study that identified factors that triagers agreed on after the fact of their performance of triage by identifying factors that triagers take into consideration during their performance of question triage. Thirty-eight factors that influence triage decisions were identified, in eight categories. Eight of these factors are intrinsic to the question itself; the remaining thirty factors are extrinsic to the question, situating it in a context for the user and the service. These factors must be taken into consideration by any future system for automated triage. [ABSTRACT FROM AUTHOR]; Copyright of Library Quarterly is the property of University of Chicago 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; Pomerantz, Jeffrey 1; Email Address: pomerantz@unc.edu; Affiliations: 1: Assistant professor, School of Information and Library Science, University of North Carolinaat Chapel Hill, CB #3360, 100 Manning Hall, Chapel Hill, NC 27599-3360 Source Info: Jul2004, Vol. 74 Issue 3, p235; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: LIBRARY science; Thesaurus Term: INFORMATION resources management; Thesaurus Term: DIGITAL libraries; Thesaurus Term: ELECTRONIC information resources; Number of Pages: 30p. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: University of Chicago Press

Place Of Publication: NULL

Issn Isbn: 242519