Chelsea Kirkland's List: LIBR 210

• • the IPL did use a web form that covered some of the reference interview (intended use, etc). Asknow, however, did not nor was there any structured interview, just an opportunity to provide more specific information while waiting for the librarian to sign on.
• In all forms of reference services, the success of the transaction is measured not only by the information conveyed, but also by the positive or negative impact of the patron/staff interaction. The positive or negative behavior of the reference staff member (as observed by the patron) becomes a significant factor in perceived success or failure.

• Remote
   

    

  2.6    Maintains or re-establishes "word contact" with the patron in text-based environments by sending written or prepared prompts, etc., to convey interest in the patron's question.
   

    

  2.7    Acknowledges user email questions in a timely manner.
   

    

  2.8    States question-answering procedures and policies clearly in an accessible place on the Web. This should indicate question scope, types of answers provided, and expected turnaround time.

• Remote
   

    

  3.10    Uses reference interviews or Web forms to gather as much information as possible without compromising user privacy.

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