El servicio de referencia digital

This article analyses digital reference services and offers definitions of the concept as well as recommendations about quality criteria and standardisation. A discussion follows covering the most important technologies from e-mail to web contact software that integrates e-mail, chat, MOO’s, videoconferencing and web co-navigation together with other functionality. The author describes the main projects developed in this area in the US and the UK, as well as specific experiences from Spain.