Disadvantages of email reference queries

[William Van De Mark]

An online reference librarian who receives an email query from a user
can be at a disadvantage in comparison to is or her "real time"
counterpart.  The online librarian cannot assess a user's needs face to
face, through direct and spontaneous communication, observation, and
other non-verbal communication cues.  In order to clarify a user's
question and ascertain his or her needs, an exchange of several email
messages may ensue before the librarian is able to provide instruction,
retrieve the appropriate information, or provide a referral.

Do listserve members think an effective reference/user interface can be
implemented online; one which allows for direct and spontaneous
communication, and a timely provision of service?  Could
videoconferencing provide such a format?


William Van De Mark
MLS/Long-distance program
Syracuse University
billvdm at frontiernet.net