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Abstract

A research agenda for the study of digital reference is presented. The agenda stems from a research symposium held at Harvard University, Boston, Massachusetts in August 2002. The agenda defines digital reference as "the use of human intermediation to answer questions in a digital environment." The agenda also proposes the central research question in digital reference: "How can human expertise be effectively and efficiently incorporated into information systems to answer user questions?" The definition and question are used to outline a research agenda centered an how the exploration of digital reference relates to other fields of inquiry.

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Abstract

Purpose - This paper seeks to understand how users determine credibility in the internet environment from a conceptual level and the implications of these new methods of credibility determination on internet tools (primarily software) and services. Design/methodology/approach - The author first examines the underlying reasons for increased dependence on the internet for information, using electronic commerce as a starting point. The central concept of "information self-sufficiency" is introduced and then examined through the lens of the internet and conversation theory. Findings - The author finds that users are shifting from more traditional "authority" methods of credibility determination, where users cede determinations to trusted third parties, to a "reliability" approach where users seek commonalities and coherence among multiple information sources. This has led to an increased pressure for participation and openness at all levels of the internet. Research limitations/implications - Studies on users and credibility must better account for often invisible technical factors. Practical implications - Libraries must take into account a greater need for participation and technical fluency when dealing with patrons, particularly in information literacy programs and instruction. Originality/value - This paper presents a large-scale conceptual approach to credibility on the internet. It seeks to inform current approaches to the subject nested in communications and instruction with the unique technical environment of the internet.