[WEB4LIB] The Necessity of Real-Time Reference?

[Jul,Erik]

Bernie circulated the following question taken from 

> Lankes, R. David, and Pauline Shostack. The necessity of real 
> time: Fact and fiction in digital reference systems. Reference &
> User Services Quarterly, 41(4), 350-355. Summer 2002.

> 1. What variables allow a digital reference system to predict 
> when real-time is needed?

Is it essential that a system be able to "predict when real-time is needed,"
or would it be sufficient for a system to *be* or *become* real-time based
on various factors such as user initiation or progressive escalation of help
requests?

--Erik

Erik Jul
jul at oclc.org