The form s purpose is to more closely approximate the information gathered from a traditional in-person or telephone reference interview. The standardized form collects pertinent information from clients, decreases the number of multiple communications between client and staff, and reduces incorrect assumptions made by staff. All questions in the database are stripped of any identifying information about the client. An ongoing assessment survey was implemented in spring 1999. Real Time Reference was implemented in May 1999 and uses America Online Instant Messenger chat software to enable clients to ask and receive answers to questions while on-line.
Statistics show that usage of the service is growing.
The service has been advertised in brochures sent out to all dorms, the library home page, and the closing signature in all ASK A Librarian replies.