Search (37 results, page 1 of 2)

  • × language_ss:"e"
  • × theme_ss:"Informationsdienstleistungen"
  • × theme_ss:"Internet"
  • × year_i:[2000 TO 2010}
  1. Günther, S.: Aufbruch in den virtuellen Raum : Anleitung zum Aufbau eines Web Contact Centers (2005) 0.02 
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    Date
    22. 9.2005 20:50:31
    Language
    e
  2. Lipow, A.G.: ¬The virtual reference librarian's handbook (2003) 0.01 
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    Date
    22. 3.2004 14:46:50
    Footnote
    Rez. in BuB 56(2004) H.3: "Auskunfts- und Informationsdienst wird in den USA als unverzichtbare und wohl wichtigste bibliothekarische Tätigkeit betrachtet. Daher verwundert nicht, dass die Popularisierung des Internet Bibliothekare und Bibliotheken frühzeitig dazu veranlasst hat, ihre Auskunftsdienstleistungen im Web anzubieten. Dies geschah zunächst durch organisierte Auskunft per E-Mail, später per Webformular und vor allem seit 2000/2001 verstärkt per Chat. Als zusammenfassende Bezeichnung für diese Varianten wird meist der Begriff digital reference verwendet. In den USA, aber auch in Australien, Großbritannien oder Skandinavien schenkt man dem Thema Digital Reference schon seit mehreren Jahren größte Aufmerksamkeit. Die Zahl der bislang dazu publizierten Fachaufsätze lag Ende 2003 bereits weit über 600, jährlich im November findet seit 1999 die »Digital Reference Conference« statt, und mit DIG_REF sowie LiveReference existieren zwei Diskussionslisten, die sich ausschließlich mit Fragen bibliothekarischer Auskunft im Internet beschäftigen. Im vergangenen Jahr sind in den USA allein vier umfangreiche Monographien zu Digital Reference erschienen, darunter das hier zu besprechende Werk von Anne Lipow. ... Gegenwärtig deutet sich an, dass das Thema Digital Reference, Online-Auskunft oder Auskunft per Chat in deutschen Bibliotheken auf mehr Interesse stößt als in den vergangenen Jahren. Nachdem bislang vorwiegend (einige wenige) wissenschaftliche Bibliotheken ChatAuskunft anbieten, haben mehrere Öffentliche Bibliotheken, darunter die ZLB Berlin und die Stadtbücherei Frankfurt am Main, angekündigt, zukünftig auchAuskunftperChatanbieten zu wollen. Eine wichtige Rolle spielt in diesem Zusammenhang der weltweite Auskunftsverbund QuestionPoint, der von OCLC gemeinsam mit der Library of Congress betrieben wird. Sowohl denjenigen, die sich noch im Unklaren sind, als auch jenen, die entsprechende Planungen bereits beschlossen haben, kann der Band von Anne Lipow nur wärmstens empfohlen werden." (H. Rösch)
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  3. Dillon, M.; Jul, E.: Assessing Information on the Internet: : Toward Providing Library Services for Computer-Mediated Communication (2001) 0.00 
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  4. ¬The role and impact of the Internet on library and information services (2001) 0.00 
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  5. Nicholas, D.: Assessing information needs : tools, techniques and concepts for the Internet age (2000) 0.00 
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  6. Shachaf, P.; Oltmann, S.M.; Horowitz, S.M.: Service equality in virtual reference (2008) 0.00 
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    Abstract
    Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may either increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when academic and public librarians answered 676 online reference queries. Quality of e-service was evaluated along three dimensions: timely response, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.
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  7. Gurstein, M.: Community informatics : enabling communities with information and communication technologies (2000) 0.00 
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  8. Dillon, M.: Assessing Information on the Internet: : Toward Providing Library Services for Computer-Mediated Communication (2001) 0.00 
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  9. McCrea, R.: Evaluation of two library-based and one expert reference service on the Web (2004) 0.00 
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    Abstract
    It has become increasingly common for libraries to provide a reference service which operates via e-mail or through online forms. This paper compares the performance of three digital reference services available on the World Wide Web, namely, AllExperts, Ask a Librarian, and Internet Public Library (a fourth service, Ask Bob, was included initially but eventually excluded). The online digital reference/"expert" services are generally very effective; most provide an answer within three days, and include suggestions for sources of further information. Although the general response rate from all the services was good, library-based services were found to be more trustworthy since they provided the answers together with the sources.
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  10. Westbrook, L.: Unanswerable questions at the IPL : user expectations of e-mail reference (2009) 0.00 
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    Abstract
    Purpose - In a 31-month period, 1,184 questions addressed to the Internet Public Library's (IPL) reference service remained unanswered on the grounds that they were "out of scope". This paper aims to analyze the questions as artifacts of users' expectations to better chart the distinction between user and librarian views of reference service. Design/methodology/approach - Each question is examined to identify two user expectations, i.e. what kinds of information librarians could provide and what kinds of needs librarians could help meet. Emergent coding with a code-recode rate of 97 per cent identifies 23 types of expected librarian assistance and 28 characteristics of expected applications of that assistance. Findings - Users expect IPL librarians to provide personal advice, analysis, facts, procedures, instruction, technology guidance and evaluation. IPL librarians are expected to help users in making decisions, solving problems, completing processes and developing understanding. Research limitations/implications - Limitations include the use of a single coder and the use of single institution's data set. Mapping these user expectations suggests a need for librarians to consider further development of reference service in terms of its judgment, form, and involvement parameters. Practical implications - Reference service policies and training should be examined to enhance librarians' abilities to consider judgment, form, and involvement parameters primarily from the user's perspective. Originality/value - This paper analyzes that which is rarely seen, i.e. e-mail reference questions which are considered beyond the scope of service. Additionally, the IPL question pool provides a broader range of user mental models than would be found in any geographically bound institution.
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  11. Cloughley, K.: Digital reference services : how do the library-based services compare with the expert services? (2004) 0.00 
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    Abstract
    Reports on the performance of five free digital reference services (DRS) in answering ten reference questions. The first five questions were of a simple, factual, nature which should have ready answers. The second set of five were based on the subject of film studies. The answers to these questions varied from a simple one- or two-word response, to more extensive information, such as question 10. This study notes the use of various delivery methods for DRS: chat, Web forms, e-mail. It outlines the individual and co-operative approaches; and the challenges posed to the academic libraries by the so-called expert services. This study also intends to check if the services would ask for further information to ensure accuracy or simply provide the best answer based on the first query. It finds that there is often a trade-off between speed of response and quality or accuracy of response.
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  12. Lochore, S.: How good are the free digital reference services? : a comparison of library-based and expert services (2004) 0.00 
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    Abstract
    Reports on a small-scale experiment designed to assess the performance of the freely available digital reference services. Ten questions - five purely fact-finding, and five on the subject of political affairs - were submitted to three digital reference services (DRS), namely, AllExperts, Ask a Librarian, and UCLA E-Mail Reference Service. The findings show that DRS deliver generally accurate information although the time taken to do so varies both between services and within a particular service. The collaborative nature of such endeavours is also likely to continue as individual institutions seek to limit the expense they incur. Instructing users on how to find information independently has always been one of the hallmarks of academic reference services, and this has to be given priority in a digital environment.
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  13. New technologies and reference services (2000) 0.00 
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  14. Robinson, L.; Bawden, D.: Libraries and open society : Popper, Soros and digital information (2001) 0.00 
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  15. Lankes, R.D.: ¬The digital reference research agenda (2004) 0.00 
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  16. Joinson, A.; Banyard, P.: Psychological aspects of information seeking on the Internet (2002) 0.00 
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  17. Tann, C.; Sanderson, M.: Are Web-based informational queries changing? (2009) 0.00 
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  18. Janes, J.: Digital reference : reference librarians' experiences and attitudes (2002) 0.00 
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  19. Ma, W.: ¬A database selection expert system based on reference librarians's database selection strategy : a usability and empirical evaluation (2002) 0.00 
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  20. Frické, M.; Fallis, D.: Indicators of accuracy for answers to ready reference questions an the Internet (2004) 0.00 
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    Language
    e

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  • m 11
  • s 3
  • b 1
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