Reference queries through the web

[Anne]

On Sun, 13 Jul 1997, Robert J Tiess wrote:

> Does any library on this list currently use its web site to
> accept patron reference queries?

Yes, we do. We have Subject Librarians' individual e-mail links at the 
bottom of each subject page. We also have links to a page of information 
about Subject Librarians and their responsibilities. This link is found 
on general pages, such as those for electronic journal services.

In addition, pages which link to technically complex sites (anything that 
might ask you to load Adobe Acrobat, for instance) include an e-mail link
to our Systems Librarian.


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

Positive.

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

Not many. One or two per week.

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

Sometimes I e-mail them and ask them to contact me by phone, or to visit 
the library. E-mail is usually enough, though.

> - Has it substantially increased librarian workloads?

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?
> 

I treat non-university queries in the same way, however I receive them. 
If I can deal with them easily (say, in 15 mins or less), I do. Otherwise 
I refer the enquirer to someone else or ask for payment.

Anne Costigan (atcostig at brad.ac.uk)
Life Sciences Librarian, University of Bradford