The Effects of Email on an Academic Library's Reference Service

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Last Modified
  • February 28, 2019
Creator
  • Daniel, Linda L.
    • Affiliation: School of Information and Library Science
Abstract
  • This paper compares traditional letter and email correspondence sent to the Reference Department at Duke University's Perkins Library to analyze the effects of email on reference correspondence. A random sample was taken from traditional letter correspondence from 1962 to 1978 and email correspondence from 2000 to 2003. The analysis focuses on the changes in demographics, content, and interactions revealed in the two types of correspondence. The study finds that email has significantly affected academic reference service. The statistics for gender, location, and affiliation of correspondents have significantly changed. The content of reference correspondence has also been altered as email questions have become more limited in scope than questions posed in traditional letters. The types of interactions between correspondents and reference librarians have not significantly changed with the use of email. Academic institutions should expect increased demands for remote reference assistance. By building on the lessons of the past, librarians can create an email service where people can ask questions, be treated with respect, and be given access to information with the use of appropriate resources.
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Rights statement
  • In Copyright
Advisor
  • Carr, David W.
Degree granting institution
  • University of North Carolina at Chapel Hill
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Extent
  • 64 p.
Access right
  • Open access
Date uploaded
  • December 10, 2010

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