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Ref Type: Journal Article

Authors: Belanger,Yvonne, Lankes,R. David, Shostack,Pauline Lynch,

Title: Managing data collection for real-time reference: Lessons from the AskERIC Live! experience

Publication Full: Internet Reference Services Quarterly

Year: 2003 Volume: 8 Issue: 2-Jan

Start Page: 137 Other Pages: 148

Descriptors: ELECTRONIC reference services (Libraries), INFORMATION services, LIBRARIES, COMPUTER software, ELECTRONIC mail messages, ELECTRONIC data processing — Data entry, STATISTICS, AskERIC Live!, digital reference services, evaluation, real-time reference, Virtual reference, ASKERIC (Company),


Successful management of a real-time digital reference service requires effective and efficient data collection to provide accurate and useful information about service processes and outcomes. This article describes the data collection procedures developed by AskERIC for its real-time reference service; in particular, this article will describe how these procedures address limitations, gaps, and inaccuracies in the data as passively captured by software. Finally, particular issues and considerations for service managers about various statistical measures within the real-time environment are discussed. [ABSTRACT FROM PUBLISHER]; Copyright of Internet Reference Services Quarterly 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; Belanger, Yvonne 1; Email Address: yvonne@iis.syr.edu; Lankes, R. David; Email Address: rdlankes@ericir.syr.edu; Shostack, Pauline Lynch 2; Email Address: pauline@askeric.org; Affiliations: 1: Project Manager for Virtual Reference Desk Project, Information Institute of Syracuse, 621 Skytop Road, Suite 160, Syracuse, NY 13244. 2: Director of Information Institute of Syracuse, Information Institute of Syracuse, 621 Skytop Road, Suite 160, Syracuse, NY 13244. Source Info: 2003, Vol. 8 Issue 1/2, p137; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: INFORMATION services; Thesaurus Term: LIBRARIES; Thesaurus Term: COMPUTER software; Thesaurus Term: ELECTRONIC mail messages; Thesaurus Term: ELECTRONIC data processing — Data entry; Subject Term: STATISTICS; Author-Supplied Keyword: AskERIC Live!; Author-Supplied Keyword: digital reference services; Author-Supplied Keyword: evaluation; Author-Supplied Keyword: real-time reference; Author-Supplied Keyword: statistics; Author-Supplied Keyword: Virtual reference; Number of Pages: 12p. Document Type: Article

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Retrieved Date:January 1, 1970

Editors: NULL

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Publisher: Haworth Press

Place Of Publication: NULL

Issn Isbn: 10875301