"Aska" do's, don'ts, and how-to's: lessons learned in a library

Volume 8, Number 3 • March 2000

"Aska" do's, don'ts, and how-to's: lessons learned in a library
by Nicholas G. Tomaiuolo and Joan G. Packer

Discusses Aska or "Ask a Librarian," known as "Aska services," which provide remote access to library resources. States that the design of the Aska page is so crucial to the project's success, information professionals interested in developing such services must address several issues, including minimal information; anonymous patrons, who may use the service; strategies; and policy considerations. Says that to lessen the number of questions that fall beyond a service's scope and to enable librarians to receive as much background information for queries as possible, the page and request form should state the parameters concerning the types of requests that the site can accommodate. Notes that another strategy is to establish a FAQ, a file of common queries maintained by librarians for posting or referral in future answers. Contains four screen displays and a list of references.