Abstract
AbstractThis article explores location‐based questions, local knowledge, and the implications stemming from these concepts for digital reference staff in consortial question‐ answering services. Location‐based questions are inquiries that concern a georeferencable site. Digital reference personnel staffing the statewide chat reference consortium used in this study respond to location‐based questions concerning over 100 participating information agencies. Some literature has suggested that nonlocal digital reference staff have difficulties providing accurate responses to location‐based questions concerning locations other than their own. This study utilized content analysis to determine the quantity of location‐based questions and the question‐negotiation process in responding to location‐based questions. Key findings indicate location‐based questions comprised 50.2% of the total questions asked to the statewide service, 73.6% of location‐based questions were responded to by nonlocal digital reference staff, and 37.5% of location‐based questions ended in referral. This article's findings indicate that despite digital reference's capability to provide anyplace, anytime question‐answering service, proximity to local knowledge remains relevant.
Published Version
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