Digital Reference Service in the New Millennium

by R. David Lankes

A new library is evolving out of the institutional settings of the past. It is a constantly expanding landscape combining printed text, images, data, photographs, videos, music, ephemera, and artwork available in a dizzying array of formats and access. Yet the mission of the library -- of informing, educating, entertaining, and stimulating thought -- continues very much today as it began. Books in this series are written for practicing librarians: those who daily face the challenges, clashes, opportunities, and pressures of bridging the gap between information and its potential users in the physical and virtual reality that comprises "The New Library".This comprehensive handbook is written by those who have "been there and done that" -- successfully. Joe Janes, Lorna Peterson, Steven Coffman, Martha Tarlton, Brett Butler, Susan Lessick and others share their expertise with librarians and other information professionals who are planning or implementing digital reference services. This unique guide discusses the role of reference collections and staff in the new millennium and explores changing reference culture and technologies. Sections and chapters range from "Why Reference is About to Change Forever (But Not Completely)", to "Transforming Reference Staffing for the Digital Library", to Building Digital Reference Services and Networks", "Managing Digital Reference Services", and "Evaluating Digital Reference Services". The "Digital Reference Technology Spotlight" section offers an in-depth look at actual models.

246 pages, Paperback

First published October 1, 2000

About the author

R. David Lankes is the director of the University of South Carolina’s School of Information Science, and recipient of the American Library Association’s 2016 Ken Haycock Award for Promoting Librarianship.

His book, The Atlas of New Librarianship, won the 2012 ABC-CLIO/Greenwood Award for the Best Book in Library Literature.

Lankes is a passionate advocate for librarians and their essential role in today’s society.