CONTENTS
List of Tables = ⅶ
List of Figures = ⅸ
Foreword / Rivkah Sass = xi
Preface / Jeffrey Pomerantz = xiii
Acknowledgments = xv
Introduction / R. David Lankes = 1
PART Ⅰ Identifying the Need for Digital Reference Services
Overview = 7
1. Analyzing E-Mail Reference Service in Museum Library : The Experience of Colonial Williamsburg's John D. Rockefeller, Jr. Library / Juleigh Muirhead Clark = 9
2. Understanding Government Digital Reference : The DOSFAN Partnership at UIC / John Shuler ; Lorri Mon = 21
PART Ⅱ Managing Key Digital Reference Issues
Overview = 29
3. Exploring Virtual Reference : What It Is and What It May Be / Kwan-Yau Lam = 31
4. Rethinking Privacy for the Virtual Library / Scott D. Johnston = 41
5. Examining the Impact of DMCA and UCITA on Online Reference Service / Min Chou ; Oliver Zhou = 47
PART Ⅲ Implementing Real-Time Reference Service
Overview = 59
6. Providing Chat Reference Service : A Survey of Current Practices / Matthew R. Marsteller ; Paul Neuhaus = 61
7. Testing the Road to Real-Time Digital Reference : Pilot Projects at the University of California, Los Angeles / Alice Kawakami = 75
PART Ⅳ Conceiving and Implementing Collaborative Reference Services
Overview = 83
8. Emerging Standards for Digital Reference : The Question Interchange Profile / R. David Lankes = 85
9. Implementing KnowItNow24X7.net in 90 Days-or Bust! / Bob Carterette ; Sari Feldman = 95
10. Moving from Virtual to Cooperative Reference Service Models / Lorraine Normore ; Paula Rumbaugh = 103
11. Collaborating with Our Users : Examples from the Excelsior College Virtual Library / Judith Smith = 113
12. Implementing Virtual Reference for OhioLINK : 79 Peas in a Pod / Kathleen M. Webb ; Belinda Barr = 123
PART Ⅴ Using Key Findings from Research in Digital Reference
Overview = 135
13. Building a Generic Framework for Virtual Web Assistance : OPAL / David C. Bradbury ; Georgina F. Payne = 137
14. Creating a System for Shared Information and Referral : The Importance of Ontology / Jeffrey Pomerantz ; Joanne Silverstein = 149
15. Discovering a Defined Path : Information-Seeking Behavior of Users and Online Reference Services / Rui Wang = 159
PART Ⅵ Evaluating Digital Reference Service Quality
Overview = 169
16. Assessing Quality in Digital Reference Services : An Overview of the Key Literature on Digital Reference / Melissa Gross ; Charles R. McClure ; R. David Lankes = 171
17. Assessing Quality in Digital Reference Services : Preliminary Findings / Melissa Gross ; Charles R. McClure ; R. David Lankes = 185
18. Providing User-Centered Reference Services : Usability in Academic Library E-Reference Sites / Adrian Johnson = 195
19. Comparing Online Library and "Ask an Expert" Sites / John Jaeger = 205
Afterword / Jeffrey Pomerantz = 213
About the Editors = 215
About the Contributors = 217
Index = 223
List of Tables = ⅶ
List of Figures = ⅸ
Foreword / Rivkah Sass = xi
Preface / Jeffrey Pomerantz = xiii
Acknowledgments = xv
Introduction / R. David Lankes = 1
PART Ⅰ Identifying the Need for Digital Reference Services
Overview = 7
1. Analyzing E-Mail Reference Service in Museum Library : The Experience of Colonial Williamsburg's John D. Rockefeller, Jr. Library / Juleigh Muirhead Clark = 9
2. Understanding Government Digital Reference : The DOSFAN Partnership at UIC / John Shuler ; Lorri Mon = 21
PART Ⅱ Managing Key Digital Reference Issues
Overview = 29
3. Exploring Virtual Reference : What It Is and What It May Be / Kwan-Yau Lam = 31
4. Rethinking Privacy for the Virtual Library / Scott D. Johnston = 41
5. Examining the Impact of DMCA and UCITA on Online Reference Service / Min Chou ; Oliver Zhou = 47
PART Ⅲ Implementing Real-Time Reference Service
Overview = 59
6. Providing Chat Reference Service : A Survey of Current Practices / Matthew R. Marsteller ; Paul Neuhaus = 61
7. Testing the Road to Real-Time Digital Reference : Pilot Projects at the University of California, Los Angeles / Alice Kawakami = 75
PART Ⅳ Conceiving and Implementing Collaborative Reference Services
Overview = 83
8. Emerging Standards for Digital Reference : The Question Interchange Profile / R. David Lankes = 85
9. Implementing KnowItNow24X7.net in 90 Days-or Bust! / Bob Carterette ; Sari Feldman = 95
10. Moving from Virtual to Cooperative Reference Service Models / Lorraine Normore ; Paula Rumbaugh = 103
11. Collaborating with Our Users : Examples from the Excelsior College Virtual Library / Judith Smith = 113
12. Implementing Virtual Reference for OhioLINK : 79 Peas in a Pod / Kathleen M. Webb ; Belinda Barr = 123
PART Ⅴ Using Key Findings from Research in Digital Reference
Overview = 135
13. Building a Generic Framework for Virtual Web Assistance : OPAL / David C. Bradbury ; Georgina F. Payne = 137
14. Creating a System for Shared Information and Referral : The Importance of Ontology / Jeffrey Pomerantz ; Joanne Silverstein = 149
15. Discovering a Defined Path : Information-Seeking Behavior of Users and Online Reference Services / Rui Wang = 159
PART Ⅵ Evaluating Digital Reference Service Quality
Overview = 169
16. Assessing Quality in Digital Reference Services : An Overview of the Key Literature on Digital Reference / Melissa Gross ; Charles R. McClure ; R. David Lankes = 171
17. Assessing Quality in Digital Reference Services : Preliminary Findings / Melissa Gross ; Charles R. McClure ; R. David Lankes = 185
18. Providing User-Centered Reference Services : Usability in Academic Library E-Reference Sites / Adrian Johnson = 195
19. Comparing Online Library and "Ask an Expert" Sites / John Jaeger = 205
Afterword / Jeffrey Pomerantz = 213
About the Editors = 215
About the Contributors = 217
Index = 223