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R.(1999)。Using the Contingent Valuation Method to Measure Patron Benefits of Reference Desk Service in an Academic Library。College and Research Libraries，60(1)，56-69。 | | 4. | Tenopir, Carol、Ennis, Lisa(2002)。A Decade of Digital Reference, 1991-2001。Reference & User Services Quarterly，41(3)，264-274。 | | 5. | White, Marilyn Domas、Abels, Eileen G.、Kaske, Neal(200302)。Evaluation of Chat Reference Service Quality: Pilot Study。D-Lib Magazine，9(2)。 | | 6. | Coffman, Steve(200212)。What's Wrong with Collaborative Digital Reference?。American Library，33(11)，56-58。 | | 7. | DiMarco, S.、Van Dam, S.(1998)。Late Night in an Academic Library: Issues, Concerns, Planning。Library and Archival Security，14(2)，7-23。 | | 8. | Janes, Joseph(2002)。Digital Reference: Reference Librarians' Experiences and Attitudes。Journal of the American Society for Information Science and Technology，53(7)，549-566。 | | 9. | Wathen, C. N.、Burkell, J.(2002)。Believe It or Not: Factors Influencing Credibility on the Web。Journal of the American Society for Information Science and Technology，53(2)，134-144。 | | 10. | Gosling, William A.(2000)。To Go or Not to Go? Library as Place。American Libraries，31(11)，44-45。 | | 11. | Goffman, Steve(2001)。Distance Eduction and Virtual Reference: Where Are We Headed?。Computer in Libraries，21(4)，20-25。 | | 12. | Young, Jeffrey R.(2000)。Distance Eduction Transforms Help Desks Into ‘24-7’ Operations。The Chronicle of Higher Education，46(38)，A49。 | | 13. | Schostag, S.、Lipow, A.(2002)。Ann Lipow's Workshop: Are You Ready for Digital Reference?。DF Revy，25(4)，95-96。 | | 14. | Kresh, Diane Nester(2001)。Libraries Meet the World Wide Web: The Collaborative Digital Reference Service。ARL Bimonthly Report，219。 | | 15. | Gray, Suzanne M.(2000)。Vittual Reference Services Directions and Agendas。Reference and User Services Quarterly，39(4)，365-375。 | | 16. | Pagell, Susan A.(1996)。The Virtual Reference Librarian: Using Desktop Videocon-ferencing for Distance Reference。The Electronic Library: the International Journal for Minicomputer,Microcomputer, and Software Applications in Libraries，14(1)，23。 | | 17. | Pomerantz, Jeffrey、Nicholson, Scott、Lankes, R. David(2003)。Digital Reference Triage: Factors Influencing Question Routing and Assignment。The Library Quarterly，73(2)，103-120。 | | 18. | Saunders, Laverna(2001)。Building the Virtual Reference Desk。Information Today，18(3)，25-27。 | | 19. | Sloan, Bernie。Service Perspectives for the Digital Library Remote Reference Services。Library Trends，47，117-143。 | | 20. | Rettig, James(1996)。Future Reference-'Sired by a Hurricane, Dam'd by an Earthquake。The Reference Librarian，54，75-94。 | | 21. | Davenport, Elisabeth、Procter, Rob、Goldenberg, Ana(1997)。Distributed expertise: remote reference service on a metropolitan area network。The Electronic Library: the International Journal for Minicomputer,Microcomputer, and Software Applications in Libraries，15(4)，271-278。 | 圖書| 1. | Coffman, Steve(2003)。Going Live: Starting and Running a Virtual Reference Service。Chicago：ALA。 | | 2. | Nardi, Bonnie A.、O'Day, Vicki L.(1999)。Information ecologies: Using technology with heart。MIT Press。 | | 3. | 武田哲男(1998)。經營顧客不滿意。中國生產力中心。 延伸查詢 | | 4. | Lessick, Susan(2000)。Transforming Reference Staffing for the Digital Library。digital reference service in the New Millennium: planning, Management, and evaluation。New York：Neal-Schuman。 | | 5. | Janes, Joseph(2000)。Why Reference Is about to Change Forever (but Not Completely)。digital reference service in the New Millennium: planning, Management, and evaluation。New York。 | | 6. | Lam, Kwan-Yau(2003)。Exploring Virtual Reference: What It Is and What It May Be。Implementing Digital Reference Services: Setting Standards and Making It Real。New York。 | | 7. | Masteller, Matt、Neuhaus, Paul(2001)。Providing Chat Reference Service: A Survey of Current Practices。Implementing Digital Reference Services: Setting Standards and Making It Real。New York。 | | 8. | Ronan, Jana Smith(2003)。A Guide to Live Virtual Reference Services。A Guide to Live Virtual Reference Services。Westport, CT。 | | 9. | McClure, Charles R.、Lankes, R. David、Gross, Melissa、Choltco-Devlin, Beverly(2002)。Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures。Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures。Syracue, NY。 | 其他| 1. | Sloan, Bernie(2004)。Collaborative Live Reference Services，http://www.lis.uiuc.edu/~b-sloan/collab.htm， 2004/10/30。 | | 2. | Quint, Barbara(2002)。QuestionPoint Marks New Era in Virtual Reference。 | | 3. | RUSA RSS Management of Reference Committee(2004)。Guidelines for Behavioral Performance of Reference and Information Service Providers。 | | 4. | Ercegovac, Zorana(2001)。Collaborative E-reference: A Research Agenda，Boston。 | | 5. | Sloan, Bernie(2001)。Ready for Reference: Academic Libraries Offer Live Web-Based Reference: Evaluating System Use。 | | 6. | Questionpoint User Group(2003)。Library of Congress Questionpoint User Guidelines。 | |