Digital Reference Service: a new service, or the next logical step

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Digital Reference Service a new service, or the
next logical step?

• Karen Borchardt, Manager, Business Economics and
  Law Library Service
• Jennifer Croud, Financial Services and Projects
  Coordinator

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Outline

• Digital Reference
• Issues in setting up an Ask A service
• Beyond email and chat
• Examples of digital reference desk projects
• The University of Queensland Library

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• 760 million email messages per day
• 3 million questions per day to AskJeeves

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Digital Reference

• Ask A services
• Email
• Chat
• Contact centre software
• Wherever
• .
  whenever

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Setting up an Ask A Service

• Parameters
• Promotion
• Staffing
• Management
• Administration day to day

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Examples of Digital Reference Desk Projects

• CDRS
• 24x7
• AskUsQuestions
• Virtual Reference Desk
• Internet Public Library
• Macquarie University Library

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www.loc.gov/rr/digiref
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• 24x7

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www.AskUsQuestions.com
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www.vrd.org
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VRD search page
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www.lib.mq.edu.au/ask/
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AskIT.uq.edu.au
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www.library.uq.edu.au/askcyb/
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Examples of types of questions

• where can i find a biography on river phoenix
• To whom it may concern, i realised i have just
  made a terrible mistake and returned a library
  book from QUT to the UQ library.
• The name of the book is "Barriers" by Noam
  Chomsky, and the call number is 415 99. I have
  returned it yesterday and i do not know what you
  may have done with it. So, please reply asap and
  tell me what i should do next.

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More questions

• how to acquire knowledge of legislation, policy
  and issues relevant to young people in target
  groups (aboriginal and tsi)?
• I have to write a report on the office product
  industry in QLD and Australia. Where can I find
  information on the following
• - Outlook for the industry
• - Benchmarking information

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And more .

• I have had an on going problem with a slow
  swaying motion much like you get after being on a
  boat for a day, and then trying to get your sea
  legs back but I havent got them back. Ive had
  this problem for a long time and its caused
  depression amongst other things. The first time I
  had this I was over in china being that
  tabuculosis is rampant over there do you think
  its possible I contracted it in my ear... if you
  have any idears please feel free to make them
  do you think it could be agoraphobia?

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Statistics
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Conclusions

• Growing demand for digital reference
• Redefining our role
• Stepping out from behind the desk
• 24/7 service provision
• where to next?

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