Going where the users are: live digital reference
Information Technology and Libraries
Copyright (c) 2001 American Library Association
Abstract: This paper describes the development of the Temple University libraries'' live digital reference service and discusses the process of creating a new way for users to pose questions. Staffing, digital transactions, promotion, systems support, software options, and funding are explored. The creation of customized software in-house is considered with emphasis on advantages and disadvantages. Staffing challenges are outlined. Variables that influence success are discussed and include management and staff support as well as a recognition that to prosper, we must find creative ways to provide reference service to our users, wherever they are.