Digital reference: A case study of question types in an academic library

Abstract

An analysis of reference questions received by the digital reference service of a medium-sized academic library over a two-year period showed that the service could handle the full range of simple to complex questions typically asked at a physical reference desk. Because broad or complex questions can be difficult to answer remotely, suggests a strategy for improving the process of answering such questions in the digital environment. © 2001, MCB UP Limited