Reference queries through the web

[Jeff Cottingham]

At 07:57 AM 7/13/97 -0700, you wrote:
>Does any library on this list currently use its web site to
>accept patron reference queries?
>

I plan to implement a web form that allows patrons to send reference
questions to a reference email box.  Since I am the webmaster of the MSU
Libraries web pages, my email address is listed on every page.  Patrons see
this address, and occasionally send reference questions to me.  However, I
am a techie and NOT a librarian, so I must foward these queries to someone
else.  

We have several reference librarians, who may or may not be available to
answer an emailed reference question.  I thought it would make more sense -
and make my life easier - to set up a reference email box and assign a
librarian to answer queries to that box.  This has not yet been
implemented.  I would be interested in hearing comments, complaints, or
tips from anyone who is using this method.

>I have a few other questions as well:
>
>- If you are doing this, what has the experience been like?
>  (Positive, bothersome, unnecessarily complicated?)

Somewhat bothersome for me, since I get the queries, and must forward them
to someone else.

>- How many queries do you receive a day/week?

So far, only about 1/month.

>- Is the information sought easily conveyed via e-mail
>   responses, or do you find yourself calling patrons back
>   physically with the information they requested?

As I recall, there was a telephone follow-up, then copies of information
were sent by snail-mail.

>- Have there been any negative experiences in offering
>   such a service?

Since we don't 'officially' offer it, the only negative is the confusion
caused by the lack of set procedures.

>- Has it substantially increased librarian workloads?

I would guess, no.

>- Would you recommend other libraries to accept queries
>   through this channel?

Yes.

>- Do you limit your service to only local patrons, or do
>   you/would you process queries from anywhere?

Not sure.

>
>Thank you in advance.
>
>			Robert
>			rjtiess at juno.com
>
>
Jeff Cottingham
Technology Coordinator, Murray State University Library
email:  cottij02 at msumusik.mursuky.edu
Phone:  502-762-4773  Fax:  502-762-3736