Digital reference services: how do the library‐based services compare with the expert services? Available to Purchase

Reports on the performance of five free digital reference services (DRS) in answering ten reference questions. The first five questions were of a simple, factual, nature which should have ready answers. The second set of five were based on the subject of film studies. The answers to these questions varied from a simple one‐ or two‐word response, to more extensive information, such as question 10. This study notes the use of various delivery methods for DRS: chat, Web forms, e‐mail. It outlines the individual and co‐operative approaches; and the challenges posed to the academic libraries by the so‐called expert services. This study also intends to check if the services would ask for further information to ensure accuracy or simply provide the best answer based on the first query. It finds that there is often a trade‐off between speed of response and quality or accuracy of response.