A blueprint for building online reference knowledge bases

Abstract

This paper presents a theoretical framework for understanding the process of generating and storing knowledge from online reference service transactions. Terminology for this study has not been sufficiently developed in scholarly work, so this paper uses the phrase "online reference knowledge base" (ORKB) to denote a place for storing knowledge generated from online reference services. In addition to reevaluating the present role of ORKBs through interviews with experts and practitioners who are most closely linked to online reference services, the paper attempts to offer a blueprint of adequate principles and guidelines for the future development of ORKBs. © 2010 American Library Association.