• Journal of the Korean Society for information Management
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• v.19 no.4
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• pp.214-231
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• 2002

This paper describes recent developments and trends of digital reference services. A brief overview of selected research on issues surrounding digital reference service is provided. It also discusses how technological developments in libraries have led to the emergence of new service paradigms. This paper briefly reviews reference and information services provided by libraries, those from publishers, those provided by experts, and those where users need to conduct a search and find information through the web. The current trend shows that the cooperative model is increasingly popular. Some projects on collaborative digital reference services(CDRS) are introduced. Librarians will need to continue analyzing the need for cooperative work in the reference service in a digital environment.

• Journal of Information Management
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• v.34 no.4
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• pp.19-42
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• 2003

Reference services have taken a central place in library and information services. But current digital libraries focus more on access to digital information, and hardly lay emphasis on the service aspects. This paper looks at the current state of research in reference services in digital libraries. It first analyses some representative definitions of digital reference services. It then provides a brief overview of the various online reference and information services currently available on the Web. The paper also reviews the types of the digital reference service in major 'Aska' service sites. Finally, the paper proposes new digital reference service model that specifically bases on the sharing of the human and information.

• Journal of the Korean Society for Library and Information Science
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• v.35 no.3
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• pp.117-133
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• 2001

This study presented the necessity of the development of a digital reference service systems as a method for direct information service in the library on the internet. The purpose of this research is to find commonalities for building a model of digital reference service. This study used qualitatives methods(elite interviews and document analysis) to extract accumulated knowhow from fourteen expert services sites which are similar with reference services in the library. For effective management of the digital reference service, it is necessary to have a digital reference service librarian who is well versed in the inner workings of the service and in the knowledge the service deals with.

• Journal of Korean Library and Information Science Society
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• v.36 no.2
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• pp.241-262
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• 2005

This study examines current state of digital reference service on the homepage of university library in Korea. Among 236 university libraries. only $36.9\%$ (87) provide digital reference services. Digital reference services was weak as face-to-face reference services in Korea. Based on the research finding, revealed current state and related problems, and a few suggestions are provided for digital reference service system.

• Journal of Information Management
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• v.42 no.2
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• pp.23-41
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• 2011

Digital reference services have been a key role in academic libraries in the context of various digital environments. The guidelines for the digital reference service are one of important aspects to improve the quality of services and system design and implement better services. In this study, by case studies and a questionnaire survey for academic librarians, the guideline for the digital reference service is suggested with three phases; plan, operation and evaluation. The guideline for the digital reference services suggested in this study is expected to support digital reference services in academic library environment.

• Journal of the Korean Society for Library and Information Science
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• v.45 no.1
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• pp.11-27
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• 2011

This paper aims to seek ways of optimizing the operations of Collaborative Digital Reference Service(CDRS) in Korea. CDRS tries to specialize the reference service through world-wide collaborative service. In this study seven international CDRS services including "QuestionPoint" operated by ALA and one national service, "Ask a Librarian" by the National Library of Korea were surveyed. A focused analysis of CDRS in Korea shows not only a sharp increase in use by the public, but also much application in research and academic activities by university students and workers.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.3
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• pp.133-153
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• 2016

The objective of this study was to promote the use of collaborative digital reference service by identifying factors that affect user satisfaction and developing improvement measures based on the findings. Data were collected via a questionnaire administered to the users of the "Ask a Librarian" service and a survey to analyze the frequency and patterns of usage of the service. The survey analyzed the associations among subjects' demographic characteristics, information seeking patterns, factors that influence user recognition, service satisfaction, and follow-up intentions via responses to the questionnaire. Rapidity answers in factors of service satisfaction is found that the high impact of positive (+). According to the result of statistical analysis, the priority of service improvement strategies of digital reference service were suggested.

• Journal of the Korean Society for information Management
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• v.24 no.2
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• pp.105-122
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• 2007

To understand the present status and the development of the digital reference service in Korean public libraries, a nationwide site observation was attempted in 2007. The collected data was analyzed, then compared with the previous analysis based on a 2003 data. For the 404 sites offering digital reference, operational characteristics, such as access level, service mode, link description, policy, web form, and FAQ, are analyzed, Performance analysis focused on the presence of question posting, volume of usage, response rate, and types of the questions, for the data collected for 15 days through question and answer transcript recording. Results reveal findings on the present situation as well as changes over 4 years. Related problems are identified. The conclusion includes suggestions for improving digital reference service.

• Journal of the Korean Society for information Management
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• v.22 no.1 s.55
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• pp.249-265
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• 2005

This paper outlines the concept of real time reference service(RTRS). Then, it analyzes real time reference service in the 13 libraries for effective reference service. As a result, the most used software was AOL instant Messenger, followed by Conference Room from WebMaster, and LivePerson. Hours of service was generally same as reference desk hours. The users were Students. faculty, staff, and alumni, This study also demonstrated how the RTRS in LC works. The results showed that real time reference was able to response to patrons quickly for reference questions with interactive method.

• Journal of the Korean Society for information Management
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• v.30 no.4
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• pp.175-193
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• 2013

This study aims to investigate the current state of digital reference services using electronic bulletin boards in Korean academic libraries and to suggest improvements. Through the examination of 205 academic library websites, 56 libraries were identified to use electronic bulletin for digital references. The digital reference service questions and responses from four libraries were further analyzed: the types of reference question, the structure and accuracy of answers, and digital reference completion time. The implications of this study for future research and practice lie in its provision of a systematic way to design practical guidelines for virtual reference services.