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This manual is a first effort to begin to identify, describe, and develop procedures for assessing various aspects of digital reference service. Its overall purpose is to improve the quality of digital reference services and assist librarians to design and implement better digital reference services. More specifically, its aim is to: assist librarians and others to develop ongoing programs of assessment of digital reference services; provide a practical set of guidelines and procedures for how assessment of digital reference services can be done; and develop standardized procedures and definitions of statistics and measures that may be compared across different libraries. The first chapter is an introduction that provides a short background discussion on digital reference service, outlines the need for digital reference evaluation, and describes the purpose and format of the manual. The second chapter describes the various statistics and measures selected for inclusion in this manual. The chapter is divided into the following sections: Descriptive Statistics and Measures; Log Analysis; User Satisfaction Measures; Cost; Staff Time Expended; Other Assessment Options; and Quality Standards. Each statistic and measure is described in terms of these general categories: Definition, Rationale, Data Collection Procedures, and Issues and Considerations. Appendixes include sample forms, reports, logs, worksheets and survey instruments; and other statistics and measure considered for the manual. (Contains 14 references.) (AEF)

This Starter Kit is designed to help organizations and individuals who wish to offer human-mediated information services via the Internet to users in the K-12 community. A six-step process is proposed for organizations to follow in creating an "AskA" service. This process addresses all aspects involved in building and maintaining an AskA service from preliminary research of the digital reference field to ongoing evaluation techniques. Each module of the Starter Kit describes one of the six steps and includes statements of goals and objectives; information through explanation and practical examples (case studies from existing digital reference services like AskERIC, the National Museum of American Art Reference Desk, NASA's Ask the Space Scientist, KidsConnect, and Ask Dr. Math); and opportunities for interaction (worksheets). The six core modules are: informing; planning; training; prototyping; contributing; and evaluating. Although listed in a linear fashion, the six steps can be completed out of order. Module summaries are included at the end of each chapter. A concluding chapter offers some final notes and a glimpse into the future of digital reference. Contains a glossary, AskA service directory, and AskA service blueprints. (AEF)

An increasing amount of national attention is focused on connecting K-12 schools to the Internet, while at the same time, there is some debate on the benefits of using it in the classroom. Most teachers know the Internet is a source of information, but may not know how it works or how to use it. This ERIC Digest provides a framework to explain Internet concepts and terms. The digest describes the following four levels which make up the Internet model: (1) engineering level--the infrastructure that allows information to move from one computer to another; (2) application level--the software that allows users to gather and share information; (3) information service level--the combination of information with hardware and software that allows users to meet their information needs; and (4) use level--the level where users use the information they find on the Internet. New applications and new trends will make the Internet more real-time, more interactive, and more exciting. A constantly changing computer environment will present significant challenges to educators as they attempt to integrate revolutionary technology into an evolutionary teaching process. By understanding the basics of the Internet, educators will be better prepared to face the complexities that will surely follow. (Author/SWC)

This educator-oriented handbook by "Virtual Dave" provides an easy-to-read, easy-to-understand guide to the Internet: what it is; how it works; and how one gets there. The book covers the basics of the Internet, with simple and concise explanations geared toward classroom teachers and school library media specialists. Each chapter contains a resource section of Internet addresses and chapter highlights which are helpful for novice and experienced Internet users alike. The book includes the following chapters: (1) Electronic Networks: A Primer; (2) The Internet Model; (3) E-Mail: The Net's Common Currency; (4) Telnet and FTP: The Internet's Forgotten Heros; (5) Gopher: What if the World Were One Big Menu? (6) The World Wide Web: Do Spiders Really Surf? (7) New Toys and Trends for the Internet; (8) Setting up the Internet for Your School; and (9) Conclusion. A presentation packet for educators to teach others about the Internet comprises the second half of the document and includes all materials ready for reproduction in hard copy or transparency. An annotated bibliography of related documents available in the Educational Resources Information Center (ERIC) database, background information about ERIC, and a glossary are also included. (Contains 13 references.) (SWC)