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Computer Networks2
Computer Software2
Library Services2
Reference Services2
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Electronic Libraries1
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World Wide Web1
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American Libraries1
Reference & User Services…1
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Coffman, Steve2
McGlamery, Susan1
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Reference As Others Do It.
Coffman, Steve – American Libraries, 1999
Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…
Descriptors: Computer Networks, Computer Software, Library Networks, Library Services
Moving Reference to the Web.
Peer reviewed Peer reviewed
McGlamery, Susan; Coffman, Steve – Reference & User Services Quarterly, 2000
Explores the possibility of using Web contact center software to offer reference assistance to remote users. Discusses a project by the Metropolitan Cooperative Library System/Santiago Library System consortium to test contact center software and to develop a virtual reference network. (Author/LRW)
Descriptors: Computer Networks, Computer Software, Consortia, Electronic Libraries