|Information about this service? How can we plan for new digital reference in a library?
||You can find information on this service at http://www.libraries.fi/en-GB/ask_librarian/keywordquestions.aspx?WordI… It's the archive of this service and there are answers to several similar questions than yours.
Information on your second question:
Ifla Digital reference guidelines http://archive.ifla.org/VII/s36/pubs/drg03.htm
Overview on services in 2009
Virtual reference best practices : tailoring services to your library by M. Kathleen Kern.
Chicago : American Library Association, 2009.
The virtual reference handbook : interview and information delivery techniques for the chat and e-mail environments / Diane K. Kovacs.
London : Facet, 2007.
At Google Books…
|Are the Ask a Librarian answers published (stored in an open database)?
||The answers are stored whether in public or non-public archive. Most of the answers are stored in the open archive. The non-public database is open only for librarians, they can visit it in the same web-adress and with same logins-passwords, where they do the answering. Nowadays about 40% of answers are stored in non-public archive. You put the answer to the non-public archive if you think that it is not useful for anybody else or the same question and answer to it is already in the public archive (for example how to get a PIN-code to your library card). Usually we also put answer to the non-public archive if we can’t help the questioner in any way (didn’t find the answer and not even couldn’t give any organisation or specialist to ask for…