Full Record – Author

Ref Type: Journal Article

Authors: Wilson,Fran, Keys,Jacki,

Title: AskNow! – Evaluating an Australian collaborative chat reference service: A project manager's perspective

Publication Full: Australian Academic & Research Libraries

Year: 2004 Volume: 35 Issue: 2

Start Page: 81 Other Pages: 94

Descriptors: Use studies/Instant messaging (Internet), Reference services/Automation, Reference services/Australia, Library & Information Science,


AskNow! online answers Australia-wide, the first nation-wide chat reference service, has been a successful exercise in collaboration and cooperation. This article examines some of the lessons learnt, the challenges of collaboration and possible future directions. AskNow!, an initiative of the Council of Australian State Libraries (CASL), commenced as a twelve-month pilot using 24/7 Ref software in August 2002, staffed by national, state and territory libraries. Over 40,000 enquiries, exit surveys and system reports provided client demographics and user satisfaction ratings indicating AskNow! was well received by regional and urban Australians. In March 2004, CASL endorsed AskNow! as an ongoing service. Reprinted by permission of the publisher.


PD: Bibliographic footnotes; Graph; Illustration; Table

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Retrieved Date:January 1, 1970

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Issn Isbn: 0004-8623