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Abstract

Presents results of a study, conducted at the State University of New York at Buffalo, to examine the use of an e-mail reference service in 3 library units. Data gathered includes a snapshot of user demographics, question classification, and use patterns. The questionnaire survey found that the service was being utilized in a different manner than providers may have intended. One example demonstrates that projected use during off duty hours, weekends, and evenings was significantly lower than use during regular reference hours. In moving towards the virtual library, it is important that librarians learn more about the remote user and to consider additional electronic services. Although much is known about how e-mail reference services are administered and used, little is known about the 'invisible' people who ask the questions