Evaluation of two library‐based and one expert reference service on the Web

Abstract

It has become increasingly common for libraries to provide a reference service which operates via e‐mail or through online forms. This paper compares the performance of three digital reference services available on the World Wide Web, namely, AllExperts, Ask a Librarian, and Internet Public Library (a fourth service, Ask Bob, was included initially but eventually excluded). The online digital reference/“expert” services are generally very effective; most provide an answer within three days, and include suggestions for sources of further information. Although the general response rate from all the services was good, library‐based services were found to be more trustworthy since they provided the answers together with the sources.

Citation

McCrea, R. (2004), "Evaluation of two library‐based and one expert reference service on the Web", Library Review, Vol. 53 No. 1, pp. 11-16. https://doi.org/10.1108/00242530410514748