The Use of Electronic Mail at the Reference Desk: Impact of a Computer-Mediated Communication Technology on Librarian-Client Interactions

Abstract

Commonly recognized computer-mediated communication (CMC) tools include virtual environments, bibliographic databases, listservers, newsgroups, group teleconferencing, interactive messaging systems and electronic mail. The use of these technologies in libraries has grown exponentially over the past decade. Electronic mail has emerged as an especially popular communication tool for librarians, and their colleagues and patrons. This paper explores the use of a reference department electronic mail service and its impact on reference services and librarian-client interactions. Several issues related to the implementation of CMC technologies are presented, including the maintenance and monitoring of reference electronic mail systems, the types of questions that are typically posted, and potential barriers to the implementation and use of reference e-mail.