Fishman, D.L.: Managing the virtual reference desk : how to plan an effective reference e-mail system (1998)
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- Abstract
- As the popularity of the Internet grows, more users are able to ask questions electronically. Based on experiences at the Maryland University at Baltimore, Health Sciences Library, emphasizes implications for the manager who establishes a reference electronic mail service. Considers the advantages and disadvantages of electronic reference services, what questions must e considered before establishing the services, what problems must be anticipated and what staffing is appropriate. Reports results of a survey of electronic mail reference questions handled between 1995 and 1996
