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Günther, S.: Aufbruch in den virtuellen Raum : Anleitung zum Aufbau eines Web Contact Centers (2005) 0.04
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Abstract

Die Weiten des Internet tendieren ins Unendliche - kaum etwas, was dort nicht vorhanden zu sein scheint. Google rühmt sich, dass jetzt die Suche auf über acht Milliarden Websites möglich ist und hat mit dem Einscannen der Bestände von US-amerikanischen und englischen Bibliotheken schon das nächste größere Projekt in Angriff genommen. Auch Microsoft schickt sich an, eine ernstzunehmende Konkurrenz in Sachen Internetrecherche zu werden. Hinzu kommt, dass das Internet eine immer größere Nutzung erfährt, 2004 lag diese bei 55,3 Prozent der Bevölkerung ab 14 Jahren - doch das alles heißt nicht, dass die Nutzer 3 im Gegenzug auch immer bessere Recherchefähigkeiten aufweisen. Es vergeht kein Tag, an dem im Informationsdienst von Bibliotheken nicht der Satz »Im Internet habe ich schon geguckt, dafind ich nix!« fällt. 100.000 Treffer zu einer Suchanfrage zu erhalten ist nicht die Kunst, aber fünf relevante Treffer zu erhalten, die noch dazu einer kritischen Bewertung standhalten (Stichwort »Information Literacy«), das bedarf eines professionellen Informationsvermittlers - eines Bibliothekars! Noch nie waren so viele Nutzer im Netz und zugleich so viele so unzufrieden. Wäre es nicht Aufgabe der Bibliotheken diese (potenziellen) Kunden aufzufangen, bevor sie in den Weiten des Internet verloren gehen? Dieses Auffangnetz existiert bereits - bekannt als Digital Reference Service, gebündelt durch die Funktionen, die das Web Contact Center bereit hält.

Date

22. 9.2005 20:50:31

Ghilardi, F.J.M.: ¬The information center of the future : the professional's role (1994) 0.02

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Date: 27.12.2015 18:22:38

Lankes, R.D.: ¬The digital reference research agenda (2004) 0.02

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Source: Journal of the American Society for Information Science and technology. 55(2004) no.4, S.301-311
Year: 2004

McCrea, R.: Evaluation of two library-based and one expert reference service on the Web (2004) 0.02

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Source: Library review. 53(2004) no.1, S.11-16
Year: 2004

Frické, M.; Fallis, D.: Indicators of accuracy for answers to ready reference questions an the Internet (2004) 0.02

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Source: Journal of the American Society for Information Science and technology. 55(2004) no.3, S.238-245
Year: 2004

Pomerantz, J.; Nicholson, S.; Belanger, Y.; Lankes, R.D.: ¬The current state of digital reference : validation of a general digital reference model through a survey of digital reference services (2004) 0.02

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Source: Information processing and management. 40(2004) no.2, S.347-363
Year: 2004

Cloughley, K.: Digital reference services : how do the library-based services compare with the expert services? (2004) 0.02

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Source: Library review. 53(2004) no.1, S.17-23
Year: 2004

Lochore, S.: How good are the free digital reference services? : a comparison of library-based and expert services (2004) 0.02

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Source: Library review. 53(2004) no.1, S.24-29
Year: 2004

Lipow, A.G.: ¬The virtual reference librarian's handbook (2003) 0.02
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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)

Armour, J.; Cisler, S.: Community networks on the Internet (1994) 0.01

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Source: Library journal. 119(1994) no.11, S.22-24

Gill, H.S.; Yates-Mercer, P.: ¬The dissemination of information by local authorities on the World Wide Web (1998) 0.01

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Date: 10. 1.1999 17:22:49

Schaefer, M.T.: Internet information retrieval for libraries : four keys & sites that use them (1998) 0.01

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Date: 22. 2.1999 13:19:44

Moore, A.: As I sit studying : WWW-based reference services (1998) 0.01

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Date: 17. 7.1998 22:10:42

Julien, H.: Bibliographic instruction trends in Canadian academic libraries (1997) 0.01

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Source: Canadian journal of information and library science. 22(1997) no.2, S.1-15

Shaw, D.: Challenges of information technology in improving information services (1997) 0.01

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Date: 22. 2.1999 16:50:03

Quint, B.: Round the clock, round the world : delivering quality affordable data 24 hours a day will take us into the future (1998) 0.01

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Date: 22. 2.1999 18:08:25

Hirko, B.; Ross, M.B.: Virtual reference training : the complete guide to providing anytime anywhere answers (2004) 0.01

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Year: 2004

Ronan, J.S.: Chat reference : A guide to live virtual reference services (2003) 0.01
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Footnote

Rez. in: JASIST 55(2004) no.4, S.366-368 (L. Mon): "The early years of the 21st century have been marked in the library community by a sharp increase in "chat reference" Services offered through library Web sites. Variously called "live reference," "virtual reference," or "chat reference," these Services utilize chat, MOO, instant messaging, and other online technologies to extend the live, synchronous interaction of the library reference desk to the Internet. In 2001, Stephen Francoeur found 272 libraries with chat reference Services worldwide, and in June 2003 Bernie Sloan's online listing of chat consortia included 47 consortia, which together represented more than 550 U.S. libraries. (Francoeur, 2001; Sloan, 2003) Jana Ronan's book is the latest entrant among recent works intended to guide librarians in the growing trend of setting up synchronous online "chat reference" services, and provides information about selecting software, setting service policies, conducting training, and managing staffing for a variety of different service configurations. Ronan, who serves as Interactive Reference Coordinator for the George A. Smathers Libraries at the University of Florida, Gainesville, covers the practical aspects of launching and managing chat reference services in 10 chapters, followed by five chapters of individual case studies contributed by other authors who describe chat reference implementations at SUNY Morrisville, Austin Peay State University, Paradise Valley Community College, University of South Florida, and the University of Florida.

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