Sandra L. De Groote|Josephine L. Dorsch|Scott Collard|Carol S. Scherrer
Quantifying Cooperation: Collaborative Digital Reference Service in the Large Academic Library
University of Illinois at Chicago|Peoria campus of the University of Illinois System|University of Illinois at Chicago|New York University|University of Illinois at Chicago
purpose study determine successfully large academic library multiple reference departments subject specialties could combine virtually create one digital reference service questions coded determine users service types questions asked subject expertise librarian answering question study found majority questions submitted persons affiliated university ready reference directional questions predominated librarians able successfully share duty answering general reference questions ensuring questions requiring subject expertise answered appropriate subject specialists analysis types questions inform future decisions regarding webpage redesign online instruction needs appropriate faqs frequently asked questions