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This comprehensive handbook is written by those who have "been there and done that" - successfully. This unique guide discusses the role of reference collections and staff in the new millennium and explores changing reference culture and technologies.

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• List of Tables(p. ix)
• List of Figures(p. xi)
• Foreword(p. xiii)
• Preface(p. xv)
• Acknowledgments(p. xix)
• Introduction: The Foundations of Digital Reference(p. 1)
• Part I The New Reference Culture: Traits and Trends
• Overview(p. 11)
• Why Reference Is About to Change Forever (but Not Completely)(p. 13)
• Transforming Reference Staffing for the Digital Library(p. 25)
• Definitions of Personal Assistance in the New Millennium: Philosophical Explorations of Virtual Reference Service(p. 37)
• Evolution or Entropy? The Changing Reference Culture and the Future of Reference Librarians(p. 47)
• Part II Building Digital Reference Services and Networks
• Overview(p. 59)
• Collaborative Digital Reference Service: Update on LC Initiative(p. 61)
• Digital Reference Quality Criteria(p. 69)
• Part III Managing Digital Reference Services
• Overview(p. 81)
• Managing Growth for AskA Services(p. 83)
• Designing a Virtual Reference Desk: Intellectual Property Considerations(p. 91)
• Simple and Sophisticated Methods for Processing Large Volumes of Question and Answer Information through the World Wide Web(p. 111)
• Digital Reference Service at the Georgia Institute of Technology(p. 125)
• Part IV Evaluating Digital Reference Services
• Overview(p. 133)
• Evaluating the "Ask a Question" Service at the University of California, Irvine(p. 135)
• National Museum of American Art Reference Desk: A Usage Analysis of a Digital Reference Service(p. 153)
• Part V Digital Reference Technology Spotlight
• Overview(p. 179)
• Moving Reference to the Web(p. 181)
• The University of North Texas Libraries' Online Reference Help Desk(p. 197)
• Click on the Wizard for Help: Using Help Desk Software for Real-Time Reference(p. 207)
• Conclusion: An Agenda for Digital Reference(p. 219)
• Appendix Digital Reference Resources(p. 223)
• About the Contributors(p. 231)
• About the Editors(p. 237)
• Index(p. 239)

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Library Journal Review

Change, as defined by the dictionary, is about putting on a fresh set of clothes to replace those being worn. Digital Reference Service in the New Millennium is about change. It tells about the latest fashions; talks of managing the new wardrobe; and looks at how the new clothes are fitting. Growing out of the 1999 Harvard conference "Reference in the New Millennium," this volume "focuses both on the theoretical aspects of defining digital reference services in the new millennium, and the evolving service and technical aspects of developing, managing, and evaluating them." Chapters on the Library of Congress Collaborative Digital Reference Services and AskA Services/Virtual Reference Desk networks provide specific examples in planning, managing, and evaluating digital reference service. Intellectual property rights are discussed as well. The conclusion contends that we are facing a "primary knowledge revolution." Beyond pointing out the best resources and functioning as "context experts." the reference librarian in the new millennium will need the "ability to read the situation a user is in and find the right information for that situation." While the topic is prevalent in the current periodical literature, there are no books like Digital Reference Service. A timely and well-presented treatise recommended for all libraries.DJanet Brewer, Murray State Univ. Lib., KY (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.