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The aim of this study is to determine the effectiveness of digital reference services in academic libraries in Malaysia. It focuses on the awareness, usage, users' perception, library's performance, perceived needs, issues, and problems faced by students. The research methodology employed was a case study approach that combined three data collection methods: questionnaires, interviews, and content analysis. [ABSTRACT FROM AUTHOR]

The article focuses on various problematic situations that may arise in a virtual library setting. Discussed are the ways in which a problem library patron may behave in a virtual community, such as through social abuse, sexual harassment, passive or appearance harassment, and program-based assault. The author states that bad patron behavior in a virtual world tends to be more extreme in nature and does not integrate into the learned experiences of professional librarians. The author also discusses two theories as to why people may behave problematically online more than in face-to-face situations.

A library's web site is a virtual “front door” to its services and collections. Libraries can use their “Ask a Librarian” pages to promote reference services and to inform patrons about the different options available. Much variation is found in the naming of those pages and the number and type of reference contact options they include. This article reports the results of an examination of the reference assistance pages of libraries that are members of the Association of Research Libraries. In particular, the study attempted to determine whether virtual modes of reference service are being promoted at the expense of traditional options. [ABSTRACT FROM AUTHOR]

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense. [ABSTRACT FROM AUTHOR]

This paper presents the results of a use analysis and the results of a user survey of Bowling Green State University Libraries' "Chat with a Librarian" service for the academic year 2001-2002. When appropriate, the results are compared with the results of other libraries' services. Information examined includes when and from where users ask questions via the services, how users find out about the service, and what types of questions the users ask, the status and affiliation of the users, and user satisfaction with the service. Most of this information can be compared to findings from at least one other academic library's study of a somewhat similar service. With a few exceptions, the findings are similar from service to service. [ABSTRACT FROM AUTHOR]

This article discusses the fallacy that real-time and asynchronous digital reference software are fundamentally different. Instead the author argues that the only real difference is lag time, and that this difference does not support the separation of digital reference functions. An attempt is made to create a unified model for digital reference and digital reference functions. Lastly, the author presents some practical considerations for libraries seeking to purchase digital reference software. [ABSTRACT FROM AUTHOR]

Real time digital reference services are now a standard part of reference work in medium to large sized libraries as well as numerous smaller libraries. Aside from the basic questions of whether or not this new computer service will flourish, are the day-to-day activities which make it possible. The contributors to this gathering of opinion and pragmatic activity offer numerous reports and theory about the development and growth of the new approach to answering reference questions. There is a wide diversity of methods and ideas about how digital reference service should be offered to the public. All taking part in this discussion speak from experience and considerable thought about a revolutionary new idea. [ABSTRACT FROM AUTHOR]

Discusses a reference approach to the Internet. Innovative attempts to explore the potential of the Internet to redirect traditional patterns of access to information and services; Transformation of the job of the librarian in view of the existence of Internet access for library users; Comparison between the use of the library and the Internet for information research and retrieval.

The article focuses on the use of chat widgets in the provision of virtual reference services. It discusses the popularity of communication through instant messaging (IM) among teenagers and college students, and its increasing popularity in academic libraries. It examines the variety of IM applications available to the public and the challenges in selecting which applications to use. The authors note the various ways chat widgets can be used on library web sites and their potential for providing improved user services.