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    Digital Reference Triage: An Investigation Using the Delphi Method into the Factors Influencing Question Routing and Assignment

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    Author
    Pomerantz, Jeffrey
    Nicholson, Scott
    Lankes, R. David
    Issue Date
    2003
    Submitted date
    2005-05-12
    Keywords
    Reference Services
    Digital Libraries
    Local subject classification
    Question referral
    Triage automation
    Digital library service
    
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    Citation
    Digital Reference Triage: An Investigation Using the Delphi Method into the Factors Influencing Question Routing and Assignment 2003, 73(2):103-120 Library Quarterly
    Journal
    Library Quarterly
    URI
    http://hdl.handle.net/10150/105737
    Abstract
    This article describes a Delphi study conducted to determine factors that affect the process of routing and assigning reference questions received electronically by digital reference services, both to experts within the service and between services. Fifteen factors were determined, by expert consensus, to be important at the conclusion of this study. These fifteen factors are divided into three groups: 1) general factors, 2) factors in routing the question to an individual, and 3) factors when routing the question to another service. These factors were ranked in order of importance and grouped according to the recipient of the question. These fifteen factors need to be taken into account when automating the triage process. This article has laid out a methodology for investigating other digital reference processes so that those processes amenable to automation may be automated, and expertsâ talents and time may be best used.
    Type
    Journal Article (Paginated)
    Language
    en
    Collections
    DLIST

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