Digital Reference Management

ABSTRACT The Penn State University Libraries is engaged in expanding its Web-based user services, including digital reference, to meet the changing needs of its large and diverse user population. In 2002, the Libraries launched its Ask! service which merged existing synchronous and asynchronous reference services into a unified suite of user-driven services. The successful implementation of these services depends upon a digital reference management system that both supports and enhances user reference interactions. At Penn State this implementation includes four components: chat software, e-mail/Web form functionality, a knowledge base, and a management infrastructure.