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

Persistent Link:
http://hdl.handle.net/10150/105737
Title:
Digital Reference Triage: An Investigation Using the Delphi Method into the Factors Influencing Question Routing and Assignment
Author:
Pomerantz, Jeffrey; Nicholson, Scott; Lankes, R. David
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
Issue Date:
2003
URI:
http://hdl.handle.net/10150/105737
Submitted date:
2005-05-12
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
Keywords:
Reference Services; Digital Libraries
Local subject classification:
Question referral; Triage automation; Digital library service

Full metadata record

DC FieldValue Language
dc.contributor.authorPomerantz, Jeffreyen_US
dc.contributor.authorNicholson, Scotten_US
dc.contributor.authorLankes, R. Daviden_US
dc.date.accessioned2005-05-12T00:00:01Z-
dc.date.available2010-06-18T23:33:24Z-
dc.date.issued2003en_US
dc.date.submitted2005-05-12en_US
dc.identifier.citationDigital Reference Triage: An Investigation Using the Delphi Method into the Factors Influencing Question Routing and Assignment 2003, 73(2):103-120 Library Quarterlyen_US
dc.identifier.urihttp://hdl.handle.net/10150/105737-
dc.description.abstractThis 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.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.subjectReference Servicesen_US
dc.subjectDigital Librariesen_US
dc.subject.otherQuestion referralen_US
dc.subject.otherTriage automationen_US
dc.subject.otherDigital library serviceen_US
dc.titleDigital Reference Triage: An Investigation Using the Delphi Method into the Factors Influencing Question Routing and Assignmenten_US
dc.typeJournal Article (Paginated)en_US
dc.identifier.journalLibrary Quarterlyen_US
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