New Paper: AskNow Instant Messaging: innovation in virtual reference
19 pages; PDF.
by Kate Davis, National Library of Australia

National and State Libraries Australasia’s (NSLA) AskNow virtual reference service has been in operation for over four years. It has proved to be a successful service and continues to receive an average of 2000 enquiries each month. In implementing AskNow, the NSLA cooperative was on the cutting edge of innovation in virtual reference service provision. For the past four years, the service has operated using the 24/7 Ref proprietary chat reference software, and more recently, OCLC’s QuestionPoint.

Source: National Library of Australia

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