"AskA" electronic reference : strategies for creating effective query services

Joanna P. Richardson, Bond University
Janet Fletcher, Southern Cross University
Alison Hunter, University of Southern Queensland
Philippa Westerman, University of the Sunshine Coast

Document Type Conference Paper

Paper presented at AusWeb2K, The Sixth Australian World Wide Web Conference (Cairns : 12-17 June 2000) - http://ausweb.scu.edu.au/aw2k/

Abstract

Many organisations conventionally offer face-to-face assistance to their clientele at an "Information Desk". This service has been adapted to the Web in part via a form-based service commonly called "Ask A . . .". This paper examines both the IT aspects and key organisational issues in establishing an electronic reference service of this type.