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Much has been written about the various tools for digital reference, technical issues associated with their implementation, and the potential for these tools to reach new patrons. In this article, the author focuses on the need to understand the technical environment within which digital reference occurs, from issues of patron definition and access, to the role of cooperative relationships and networks in meeting the shared needs of librarians and patrons. The author provides an overview of today's reference environment along with data and practical examples from services like QuestionPoint™, the Library of Congress, and Ask Joan of Art® to demonstrate the importance and effect understanding audiences, appropriately using technology, and working cooperatively can have for libraries in digital reference.
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The Technological Challenges of Digital Reference
http://www.dlib.org/dlib/february03/penka/02penka.html
 access restricted (by the publisher) to members/subscribers/customers only
 peer-reviewed
Penka, Jeffrey T.
D-Lib Magazine
2003
Abstract: Much has been written about the various tools for digital reference, technical issues associated with their implementation, and the potential for these tools to reach new patrons. In this article, the author focuses on the need to understand the technical environment within which digital reference occurs, from issues of patron definition and access, to the role of cooperative relationships and networks in meeting the shared needs of librarians and patrons. The author provides an overview of today's reference environment along with data and practical examples from services like QuestionPoint™, the Library of Congress, and Ask Joan of Art® to demonstrate the importance and effect understanding audiences, appropriately using technology, and working cooperatively can have for libraries in digital reference.
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