Abstract
SUMMARY Since the evolution of the World Wide Web, the presence of libraries and their resources has grown at a dramatic pace. Increasingly, the users of this information are primarily accessing library resources remotely. While libraries have put many collections and services online, most are just beginning to plan services that will provide similar real-time assistance currently available at library service desks. The MIT Libraries' experience with providing real-time digital reference has been extremely well received by users, which in addition has led to a 52% increase in email reference service. It has revealed a variety of technical challenges. The greater, long-term challenges revealed, however, are staff-related.
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