Opportunities for real-time digital reference service
This article explores the opportunities that real-time digital reference service can offer to a variety of library settings from the independent public library to the large multi-campus university or the multi-national corporation. There are many occasions when a real-time digital reference service will be the optimal solution for a portion of a library’s reference service. The authors’ goal is to offer our original ideas, and examples from the literature, that will stimulate thought about real-time digital reference services that could be offered by your libraries. The numerous ideas and examples should provide the reader with workable methods for extending the reach of reference service to under-served populations.
Matthew R. Marsteller and Jackie Schmitt-Marsteller. "Opportunities for real-time digital reference service" The Reference Librarian.79/80 (2003): 163-181.
Available at: http://works.bepress.com/matthew_marsteller/1