At the Virtual Reference Desk 1999 Digital Reference Conference, Steve Coffman presented a model that screened each request and matched it to different levels of help. In an ideal world, we can deploy the technology we need to offer valuable service to our users. With funding shortages part of our daily lives, librarians can utilize free software and try to respond to new needs in a timely fashion. Through the exploration of different software, we can formulate a strategy that works for users and librarians. There are other like-minded librarians who have tried ICQ for digital reference.
Customer service meets the Web.
In your face reference service. Videoconferencing and remote application sharing for distant reference service. Humanizing your Web site through callback and chat. Patterns of database use in academic libraries. Distance education transforms help desks into 24-7 operations.