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Text 4 answers: a collaborative service model

Lili Luo (School of Library and Information Science, San Jose State University, San Jose, California, USA)
Lori Bell (Alliance Library System, East Peoria, Illinois, USA)

Reference Services Review

ISSN: 0090-7324

Article publication date: 18 May 2010

2139

Abstract

Purpose

This study seeks to identify the benefits, challenges and effective methods of implementing and managing a collaborative text reference service.

Design/methodology/approach

The study employs the case study approach to examine the practice of the first nation‐wide collaborative text reference service My Info Quest and evaluate the effectiveness of the organization and operation of this collaboration.

Findings

Findings of the study indicate that librarians participating in My Info Quest are generally satisfied with the service organization and operation. However, more work is needed in the area of schedule accountability, communication and sustainability.

Originality/value

My Info Quest is the first collaborative text reference service in the nation. Through the detailed depiction and evaluation of My Info Quest's experience, the paper can help interested libraries to gain a better understanding of how to establish a collaborative text reference service and what challenges they will be facing.

Keywords

Citation

Luo, L. and Bell, L. (2010), "Text 4 answers: a collaborative service model", Reference Services Review, Vol. 38 No. 2, pp. 274-283. https://doi.org/10.1108/00907321011045034

Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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