Digital reference service in the new millennium : planning, management, and evaluation / edited by R. David Lankes, John W. Collins III, Abby S. Kasowitz.

Includes bibliographical references and index.

Foreword / Charles R. McClure -- Introduction: The Foundations of Digital Reference / R. David Lankes -- Why Reference Is About to Change Forever (but Not Completely) / Joseph Janes -- Transforming Reference Staffing for the Digital Library / Susan Lessick -- Definitions of Personal Assistance in the New Millennium: Philosophical Explorations of Virtual Reference Service / Lorna Peterson -- Evolution or Entropy? The Changing Reference Culture and the Future of Reference Librarians / Myoung C. Wilson -- Collaborative Digital Reference Service: Update on LC Initiative / Diane Kresh and Linda Arret -- Digital Reference Quality Criteria / Blythe Allison Bennett, Abby Kasowitz and R. David Lankes -- Managing Growth for AskA Services / Pauline Lynch -- Designing a Virtual Reference Desk: Intellectual Property Considerations / Brett Butler -- Simple and Sophisticated Methods for Processing Large Volumes of Question and Answer Information through the World Wide Web / Lynn Bry --

Digital Reference Service at the Georgia Institute of Technology / Bruce Henson -- Evaluating the "Ask a Question" Service at the University of California, Irvine / Judy Horn and Kathryn Kjaer -- National Museum of American Art Reference Desk: A Usage Analysis of a Digital Reference Service / Laura Sowers and Marilyn Domas White -- Moving Reference to the Web / Susan McGlamery and Steven Coffman -- The University of North Texas Libraries' Online Reference Help Desk / Monika Antonelli and Martha Tarlton -- Click on the Wizard for Help: Using Help Desk Software for Real-Time Reference / Saundra Lipton -- Conclusion: An Agenda for Digital Reference / R. David Lankes.