email reference

[Tomaiuolo, Nicholas (Library)]

--pardon cross posting--
Greetings colleagues,
Approximately one year ago our reference department created a link on our
library's home page called "Ask a Librarian".  While initial usage was low,
things "picked up" this past summer; questions now run up to ten per day.  

Although our form states that the service is intended for use by our
university's students, faculty, and staff, I have received queries from all
over the world including Asia, Australia, the UK, and Canada.  Obviously
this occurs because search engines, including Google, Fast, and Altavista
have picked up our page -- in fact a search of Yahoo places our page as the
first hit when "Ask a Librarian" is searched.

I'd like to generate discussion and ask for feedback on web based "ask a
librarian" services -- and there are hundreds of them just "Ask Jeeves" ;)
Any comments including those concerning volume of questions, nature of
questions, how you've tweaked your service to make it work optimally, who
may/may not use the service, load on staff etc. would be interesting.

If this seems to be a good topic for the list, please post your reply.  If
you'd prefer, please send your comments directly to me.

Thanks!
Nick Tomaiuolo
Reference Department
Elihu Burritt Library
Central CT State University
New Britain, CT  06050
860-832-2068