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by Wendy Macaskill and Dylan Owen
Proceedings LIANZA Conference 2006

This paper gives a brief guide and overview of Web 2.0, a concept that loosely covers a recent intersection of Web technologies, content and communities.

Web 2.0 describes a range of increasingly popular web services that offer users dynamic interactive models of communication combined with the ability to create and share content. This collaborative environment has sparked new levels of interest and discussion around the future of the Web.

Some Web 2.0 applications can be seen as communally constructed virtual libraries and as a profession, librarians have been quick to seize on the potential of Web 2.0 to deliver services incorporating greater models of patron interaction and collaboration–sometimes referred to as Library 2.0.

This paper outlines a number of popular Web 2.0 sites, and also touches on local and international examples of libraries incorporating Library 2.0 tools into their services.

Finally the authors briefly examine the term Semantic Web and its impact on the future of web based services.

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by Tim Eggleston
InCite – 1 December 2008

The article offers information on the reference service offered by Charles Sturt University (CSU) in Bathurst, New South Wales. The library received reference enquiries from students and staff through different means such as by telephone, via the library forum, and by email to generic campus email accounts or to individual staff email accounts. The library continues to evaluate reference and information services to ensure quality and equivalence of service delivery to its diverse client base.

Read the whole article – accessible to subscribers of Australia/New Zealand Reference Centre

by Doreen Sullivan
InCite – 1 December 2008

The article discusses the use or non-use of the reference interview when answering questions online citing different opinions from several practitioners including Katie Norton, Elizabeth Deans and Carolyn Boyle. Norton notes that a reference interview is more often given to those patrons who ask for assistance in person, however, Carolyn Boyle states that reference interview was often used. In conclusion, the interview in digital reference may not be dead, but it may just be menaced.

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by Betsy Harper Garlish
Computers in Libraries – 1 January 2009

It was natural that virtual reference would be considered as yet another form of resource sharing—the sharing of librarians’ expertise instead of books or databases.

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by Kate Davis
Australian Library Journal – 1 May 2007

In late 2006, the National Library of Australia implemented a trial Instant Messaging service that ran in parallel with the AskNow chat reference service for a six month period. The trial was a resounding success, proving both a demand for an IM service and the suitability of the medium for reference service provision in a collaborative environment. The trial also allowed the collection of a significant body of data on user expectations, librarian experience and the nature of enquiries.

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by Eric Zino
Library Journal – 1 February 2009

Virtual reference can be a patron’s dream, but Eric Zino says that more often it’s a nightmare caused by librarians mimicking computers, skipping reference interviews, and rushing through answers. As with any satisfying user experience, customer service is key.

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