Online Reference Services Research Articles

Creating Distributed Information Access

The Agriculture Network Information Center (AgNIC), http://www.agnic.org is a single entry point to authoritative information and resources available electronically in agriculture and the related sciences. From its inception, AgNIC relied on the National Agricultural Library and the United States land-grant university network to develop and nurture both its governance and content. The main components of AgNIC are: AgDB, AgCal, and the Online Reference Service. AgDB provides descriptive information about databases. AgCal is a calendar listing for information about agricultural meetings. The Online Reference Service provides specific agricultural information through AgNIC subject Web sites and access to direct reference service by experts. This article explores the development of AgNIC and its technical aspects to date.

The Internet, a regional newspaper and the provision of ‘value added’ information

The Northern Echo has long provided its newspaper in a digital form. It is now looking to use the Internet to widen its customer base and information remit. To this end two initiatives have been launched: it now provides background information to support and enhance the stories it publishes and it also runs an online reference service, which largely provides information on matters of local and national concern. This article describes and evaluates these initiatives and looks forward to their future.

An Investigation into the Role of Public Libraries with Online Reference Service

Discusses old, new and yet emerging challenges confronting public libraries when considering the role of online reference and electronic resources in public service. Investigates altematives to traditional online reference tools, such as CD-ROM databases, OPACs, community bullelin boards and access to information resources via the Internet. Explores national versus local library goals, strategies for implementation and mainlenance, and consequences for service and cost controls. Consider the responsibility of public libraries under the U.S. plan to develop a national information infrastructure and its support of an "electronic democracy."

Planning Online Reference Services for the 90s

Planning online reference services has become more complex because of the number of alternatives that have become available. The librarian can choose among local tape loads, CD-ROM, gateways, or traditional online access for variable or fixed fees. The challenge is to choose the most economical service that meshes with local infrastructure and needs while retaining universal access.

OCLC News

The FirstSearch Catalog, OCLC's new online reference service designed for library patrons, won the Computers in Libraries Information Product/Service (CLIPS) Award for 1992 (see Figure 1). A panel of five library professionals selected FirstSearch as the most innovative and effective information product or service of the year. The judges felt that FirstSearch deserved the award because it is designed for library patrons, it is very easy to use, and it is backed by OCLC's long‐standing reputation for reliability.

Databases: artful reference tools or convenient alibis?

As compared to card catalogs, the content and extent of the online database is not apparent; parts of it become visible only in response to appropriate search strategies. When searches are conducted by librarians on behalf of researchers, the researcher is dependent on the librarian’s expertise and on his or her interpretation of the researcher’s requirements. Remote from the data, and at a remove from the search process, the researcher cannot be certain that the results (if any) are the product of an adequate search. Only first class performance, enabled by subject knowledge as well as technical proficiency, involving imagination and serendipity, and facilitated and sustained by sympathetic management, will inspire confidence in online reference services.

Online Reference Services in Community Hospitals

Careful planning is necessary to establish online reference services in community hospitals. A demonstration of those services is the first step. Use of hospital-to-hospital comparisons and statistical data is recommended. The library committee can assist in developing a proposal to administration and in generating support. When approval for online services has been granted, a budget should be drawn up. Other hospital librarians' experiences should guide terminal selection and decisions on maintenance contracts. Demonstrations can help to publicize the new service. Flexibility on the librarian's pan is crucial to its success. Impersonal factors such as libray location should not be neglected. Streamlined procedures are essential. An external network for consultation and continuing education is equally important.

ONLINE SEARCHING IN A PUBLIC LIBRARY SETTING

The development of online reference service at the Cleveland Public Library is traced. The service began with limited use of the New York Times Information Bank in one department. Later, use of additional databases and NYTB was consolidated under the Facts for a Fee section. At present the Business, Economics, and Labor Department and the General Reference Department also provide online reference service. A limited amount of searching is done free; extensive searching is done for a fee. The factors considered in developing the service are discussed and copared to factors affecting traditional reference services. Staff, use patterns, the type of questions asked, the nature of the available databases, and costs are considered. The authors conclude that online sources augment but do not replace traditional reference sources.