Digital reference services for young library users: a comparison of four services

Reports on a study comparing the performance of four digital reference services: Ask Bob; Ask a Librarian; Ask Zach and IPL Youth Ask a Question. Posing as a primary seven pupil in a Scottish school (aged 10 to 11), ten questions were submitted to each of the four services. Findings show a varying degree of quality in the services used. The results certainly suggest that improvements in the design of the question form and services geared towards certain sections of society, such as children in particular, would improve the nature of the service offered. Enhancements would exploit the potential to provide instruction in information searching as well as encourage greater use of the Web.