1. Manuales y bibliografía esencial sobre referencia digital

Documentos monográficos sobre cualquier aspecto de la referencia digital; colecciones de escritos y actas de congresos; informes y textos amplios en los que se asienten las bases de la referencia digital.

• ANDERSON, Byron; WEBB, Paul T. (eds.). New directions in reference. Binghamton, NY: The Haworth Information Press, 2006.
• BERNET, B. Developing an Internet-based reference service. En Ensor, Pat (ed.). The Cybrarian's Manual 2. Chicago: American Library Association, 2000, p. 159-169.
• BRADLEY, Phil. How to Use Web 2.0 in Your Library. London: Facet, 2007.
• BRIDGEWATER, Rachel; COLE, Meryl B. Instant messaging reference : a practical guide. Oxford: Chandos, 2009.
• CASSELL, Kay Ann. Developing reference collections and services in an electronic age: A how-t-do-it manual for librarians. New York: Neal-Schuman, 1999.
• COFFMAN, Steve. Going live: Starting and running a virtual reference service. Chicago: American Library Association, 2003.
• HIRKO, Buff; ROSS, Mary Bucher. Virtual reference training: the complete guide to providing anytime, anywhere answers. Chicago: American Library Association, 2004.
• IFLA. Recomendaciones para el servicio de referencia digital. Madrid: ANABAD, 2004.
• IFLA, Reference and Information Services Section. IFLA Digital Reference Guidelines. The Hague: IFLA, 2004.
• JANES, Joseph. Introduction to reference work in the digital age. New York: Neal-Schuman, 2003.
• JING, Guo; WEI, Pan; QIAOYING, Zheng; MIN, Huang; ZONGYING, Yang; YING, Ye. Design an ideal Digital Reference Service (DRS): model for academic libraries . En Digital Libraries: International Collaboration and Cross-Fertilization. Berlin: Springer , 2004, p. 668-669.
• KATZ, William A. (ed.). Digital Reference Services. Binghamton, NY: The Haworth Information Press, 2004.
• KERN, M. Kathleen. Virtual reference best practices: Tailoring Services to Your Library. Chicago: ALA, 2009.
• KIMMEL, Stacey; HEISE, Jennifer (eds.). Virtual reference services: Issues and trends. Binghamton, NY: The Haworth Information Press, 2003.
• KOVACS, Diane K. The virtual reference handbook: interview and information delivery techniques for the chat and e-mail environments. London: Facet, 2007.
• LANKES, R. David; ABELS, Eileen; WHITE, Marilyn; HAQUE, Saira N. (eds.). The virtual reference desk: creating a reference future. London: Facet, 2006.
• LANKES, R. David; COLLINS, John W.; KASOWITZ, Abby S. (eds.). Digital reference service in the new millennium: planning, management, and evaluation. New York, London: Neal-Schuman, 2000.
• LANKES, R. David; JANES, Joseph; SMITH, Linda C.; FINNERAN, Christina M. (eds.). The virtual reference experience: integrating theory into practice. New York: Neal-Schuman, 2004.
• LANKES, R. David; KASOWITZ, Abby S. The AskA starter kit: How to build and maintain digital reference services. Syaracuse, New York: Syracuse University, 1998.
• LANKES, R. David; MCCLURE, Charles R.; GROSS, Melissa; POMERANTZ, Jeffrey (eds.). Implementing digital reference services: setting standards and making it real. New York: Neal-Schuman, 2003.
• LANKES, R. David; NICHOLSON, Scott; RADFORD, Marie L.; WESTBROOK, Lynn; SILVERSTEIN, Joanne L.; NAST, Philip (eds.). Virtual reference service: From competencies to assessment. New York: Neal-Schuman, 2007.
• LIPOW, Anne Grodzins. The Virtual Reference Librarian's Handbook. New York: Neal-Schuman, 2003.
• MANSO RODRÍGUEZ, Ramón Alberto. Servicio de referencia virtual: concepto, organización y evaluación. Santa Clara: Editorial Feijóo, 2006.
• MCMENEMY, David; POULTER, Alan. Delivering Digital Services: A Handbook for Public Libraries and Learning Centres. London: Facet, 2005.
• MEOLA, Marc; STORMONT, Sam. Starting and Operating Live Virtual Reference Services: A How-to-Do-It Manual for Librarians. New York: Neal-Schuman, 2002.
• MERLO VEGA, José Antonio. Información y referencia en entornos digitales: desarrollo de servicios bibliotecarios de consulta. Murcia: Editum, 2009.
• PANTRY, Sheila. Creating a successful e-information service . London: Facet, 2002.
• REFERENCE AND USER SERVICES ASSOCIATION. Virtually yours: models for managing electronic resources and services: proceedings of the Joint Reference and User Services Association and Association for Library Collections and Technical Services Institute, Chicago, Illinois, October 23-25, 1997. Chicago: American Library Association, 1999.
• RODRÍGUEZ BRIZ, Fernanda. Los servicios de referencia virtual: surgimiento, desarrollo y perspectivas a futuro. Buenos Aires: Alfagrama, 2005.
• RONAN, Jana Smith. Chat reference: a guide to live virtual reference services. Westport, Conn.: Libraries Unlimited, 2003.
• STEINER, Sarah K.; MADDEN, M. Leslie (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008.
• VIRTUAL REFERENCE DESK (1. CAMBRIDGE. 1999). Reference in the New Millenium: Virtual Reference Desk: Digital Reference Conference 1999. Seattle; Dublin: Web Junction, 1999.
• VIRTUAL REFERENCE DESK (2. SEATTLE. 2000). Facets on digital reference: The Virtual Reference Desk: 2nd Annual Digital Reference Conference. Seattle; Dublin: Web Junction, 2000.
• VIRTUAL REFERENCE DESK (3. ORLANDO. 2001). Setting standards and making it real: 3rd VRD Conference . Seattle; Dublin: Web Junction, 2001.
• VIRTUAL REFERENCE DESK (4. CHICAGO. 2002). Charting the course for reference roundup: toward a preferred future: Virtual Reference Desk Conference . Seattle; Dublin: Web Junction, 2002.
• VIRTUAL REFERENCE DESK (5. SAN ANTONIO. 2003). The reference roundup: Annual Virtual Reference Desk Conference . Seattle; Dublin: Web Junction, 2003.
• VIRTUAL REFERENCE DESK (6. CINCINNATI. 2004). Creating a reference future: Annual Virtual Reference Desk Conference . Seattle; Dublin: Web Junction, 2004.
• VIRTUAL REFERENCE DESK (7. SAN FRANCISCO. 2005). Annual Virtual Reference Desk Conference . Seattle; Dublin: Web Junction, 2005.
• WEST, Jessamyn (ed.). Digital versus non-digital reference: ask a librarian online and offline. Binghamton, NY: The Haworth Information Press, 2004.
• WOOD, M. Sandra. Medical Librarian 2.0: Use of Web 2.0 Technologies in Reference Services. Binghamton: The Haworth Press, 2007.

2. Evaluación de la referencia digital

Metodología para la evaluación de servicios de referencia digital; experiencias de evaluación llevadas a cabo en los servicios de información telemáticos de bibliotecas y redes cooperativas de referencia en línea.

• AENOR. UNE-ISO/TR 20983 IN: Información y documentación: Indicadores para los servicios bibliotecarios electrónicos (ISO/TR 20983:2003). Madrid: AENOR, 2006.
• ARIF, Muhammad; MAHMOOD, Khalid. Off-Campus Postgraduate Students' Perceptions about Distance Library Support Services: A Case Study of Allama Iqbal Open University Libraries Network. Journal of Library Administration, 2008, vol. 48, n. 3-4, p. 249-263.
• AYUSO GARCÍA, María Dolores; PEÑALVER MARTÍNEZ, Ángel; MARTÍNEZ NAVARRO, Victoria. Evaluación de fuentes de información para servicios de referencia en Internet. Una propuesta a partir de Pregunte, las bibliotecas responden: La biblioteca pública: portal de la sociedad de la información. En Congreso Nacional de Bibliotecas Públicas (1. 2002. Valencia). Madrid: Ministerio de Educación, Cultura y Deporte, 2002, p. 13-25. Disponible en http://travesia.mcu.es/documentos/actas/com_013.pdf [consultado el 08/04/2009].
• BEDWELL, Linda; RODRIGUES, Denyse; DUGGAN, Lawrence J.; ORLOV, Stanislav. IM a Librarian: Extending Virtual Reference Services through Instant Messaging and Chat Widgets. Partnership: The Canadian Journal of Library and Information Practice and Research, 2008, vol. 3, n. 2, p. s.d. Disponible en http://journal.lib.uoguelph.ca/index.php/perj.
• BENNETT, A. B; KASOWITZ, a.; LANKES, R. D. Digital reference quality criteria. En Lankes, R. D.; COLLINS III, J. W.; KASOWITZ, A. S. (eds.). Digital Reference Service in the New Millennium: Planning, Management, and Evaluation. New York: Neal-Schuman, 2000, p. 69-80.
• CAIRNS, Virginia; SIMMONS, Beverly. Email is SO five minutes ago: implementing IM reference at UTC Lupton. Tennessee Libraries, vol.57, no.1, 2007, vol. 57, n. 1, p. s.d. Disponible en http://www.tnla.org.
• CONNAWAY, Lynn Silipigni; RADFORD, Marie L.; DICKEY, Timothy J.; WILLIAMS, Jocelyn de Angelis; CONFER, Patrick. Sense-making and synchronicity: information-seeking behaviors of Millennials and baby boomers. Libri, 2008, vol. 58, n. 2, p. 123-135.
• CORNWELL, Gary; REAKES, Patrick; RONAN, Jana. Evaluating online real-time reference in an academic library: obstacles and recommendations. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 225-240.
• DE GROOTE, Sandra L. Questions asked at the virtual and physical health sciences reference desk: how do they compare and what do they tell us? Medical reference services quarterly, 2005, vol. 24, n. 2, p. 11-23.
• DESAI, Christina M.; GRAVES, Stephanie J. Cyberspace or face-to-face: the teachable moment and changing reference mediums. Reference & User Services Quarterly, 2008, vol. 47, n. 3, p. 242-255.
• DOLENCE, Travis; GILMOUR, Ron. Libraries, Information, and Amateur Scientists. Technical Services Quaterly, 2006, vol. 23, n. 3, p. 1-18.
• DURCAN, A. A Reference Library Talks to its Users. European Journal of Marketing, 1984, vol. 18, n. 2, p. 65-71.
• FLANAGAN, Patricia A.; HELMAN, Deborah L.; HOROWITZ, Lisa R. The viability of live online reference: an assessment. Portal: Libraries and the Academy, 2005, vol. 5, n. 2, p. 239-258.
• GILBERT, Lauren Miranda; MENGXIONG, Liu; MATOUSH, Toby; WHITLATCH, Jo Bell. Assessing Digital Reference and Online Instructional Services in an Integrated Public/University Library. The Reference Librarian, 2006, vol. 46, n. 95, p. 149-172.
• GODA, Donna; BISHOP, Corinne. Frequency and Content of Chat Questions by Time of Semester at the University of Central Florida: Implications for Training, Staffing and Marketing. Public Services Quarterly, 2008, vol. 4, n. 4, p. 291-316.
• GRANFIELD, Diane. Getting help and doing research: what do patrons want? An exploratory study comparing desk users with virtual reference users. En Flaten, Trine Kolderup (ed.). Management, marketing and promotion of library services based on statistics, analyses and evaluation. München: K.G. Saur, 2006, p. 246-256.
• GRANFIELD, Diane; ROBERTSON, Mark. Preference for Reference: New Options and Choices for Academic Library Users. Reference & User Services Quarterly, 2008, vol. 48, n. 1, p. 44-53.
• GUISE, Janneka L. Toward a template for systematic reference and instruction programme analysis. New Library World, 2005, vol. 106, n. 1/2, p. 29-42.
• HALL, Stephanie. Collaborative chat reference service effectiveness varies by question type for public library patrons. Evidence Based Library and Information Practice, 2008, vol. 3, n. 1, p. 72-74.
• HENDRICKS, Arthur. A cost-effective virtual reference service: are users satisfied? Journal of Library and Information Science, 2005, vol. 31, n. 1, p. 79-86.
• HILL, J. B.; MADARASH-HILL, Cherie; ALLRED, Alison. Outsourcing Digital Reference: The User Perspective. The Reference Librarian, 2007, vol. 47, n. 98, p. 57-74.
• HILL, J. B.; MADARASH-HILL, Cherie; BICH, Ngoc Pham Thi. Digital Reference Evaluation: Assessing the Past to Plan for the Future . Electronic Journal of Academic and Special Librarianship, 2003, vol. 4, n. 2-3. Disponible en http://southernlibrarianship.icaap.org.
• HIRKO, Buff. VET: The Virtual Evaluation Toolkit. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 125-148.
• HODGES, Ruth A. Assessing digital reference. Libri: International Journal of Libraries and Information Services, 2002, vol. 52, n. 3, p. 157-168.
• HOULSON, Van; MCCREADY, Kate; STEINBERG PFAHL, Carla. A window into our patron's needs: analyzing data from chat transcripts. Internet Reference Services Quarterly, 2006, vol. 11, n. 4, p. 19-39.
• HYDE, Loree; TUCKER-RAYMOND, Caleb. Benchmarking Librarian Performance in Chat Reference. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 5-19.
• JERMEY, Jonathan. Enquire within on everything: getting questions answered on the Internet. Online Currents, 2003, vol. 18, n. 2, p. 1-6.
• JIA, Liu. The evaluation of worldwide digital reference services in libraries. Oxford: Chandos Publishing, 2007.
• JIA, Liu. Is the collaborative service always superior to the single library service? A project for evaluating the chat reference services in USA. Bibliothek Forschung und Praxis, 2006, vol. 30, n. 3, p. 353-366.
• KASOWITZ, Abby; BENNETT, Blythe; LANKES, R. David. Quality standards for digital reference consortia. Reference and User Services Quarterly, 2000, vol. 39, n. 4, p. 355-363.
• KAWAKAMI, Alice; SWARTZ, Pauline. Digital reference: training and assessment for service improvement. Reference Services Review, 2003, vol. 31, n. 3, p. 227-236.
• KERN, M. Kathleen. Looking at the bigger picture: An integrated approach to evaluation of chat reference services. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 99-112.
• KIPNIS, Daniel G.; KAPLAN, Gary E. Analysis and lessons learned instituting an instant messaging reference service at an academic health sciences library: the first year. Medical reference services quarterly, 2008, vol. 27, n. 1, p. 33-51.
• KLOSS, Louise; ZHANG, Yin. An evaluative case study of a real-time online reference service . The Electronic Library, 2003, vol. 21, n. 6, p. 565-575.
• KWON, Nahyun. User satisfaction with referrals at a collaborative virtual reference service. Information Research, 2006, vol. 11, n. 2. Disponible en http://informationr.net/ir.
• LANKES, R; MCCLURE, Charles R; GROSS, Melissa; AVERSA, Elizabeth; MANLEY, Cynthia. Assessing quality in digital reference services. En Annual Meeting of the American Society for Information Science and Technology (64. 2001. Washington). Silver Spring, Maryland: ASIST, 2001, p. 323-329
• LANKES, R. David; GROSS, Melissa; MCCLURE, Charles R. Cost, statistics, measures, and standards for digital reference services: A preliminary view. Library trends, 2003, vol. 51, n. 3, p. 401-413.
• LANKES, R. David; NICHOLSON, Scott; RADFORD, Marie L.; WESTBROOK, Lynn; SILVERSTEIN, Joanne L.; NAST, Philip (eds.). Virtual reference service: From competencies to assessment. New York: Neal-Schuman, 2007.
• LEWIS, Krystal M.; DEGROOTE, Sandra L. Digital reference access points: an analysis of usage. Reference Services Review, 2008, vol. 36, n. 2, p. 194-204.
• LEYKAM, Andrew; PERKINS, Catherine. Is This the Right Tool for Our Library?: A Look at E-Mail Virtual Reference Use Patterns. The Reference Librarian, 2007, vol. 48, n. 1, p. 1-17.
• LUO, Lili. Chat reference evaluation: a framework of perspectives and measures. Reference Services Review, 2008, vol. 36, n. 1, p. 71-85.
• MACIEIRA, Jeana Garcia Beltrão; PAIVA, Eliane Bezerra. O serviço de referência virtual: Relato de pesquisa em bibliotecas universitárias brasileiras. Biblionline, 2007, vol. 3, n. 1, p. s.d. Disponible en http://periodicos.ufpb.br/ojs2.
• MANESS, Jack M. A Linguistic Analysis of Chat Reference Conversations with 18–24 Year-Old College Students . The Journal of Academic Librarianship, 2008, vol. 34, n. 1, p. 31-38.
• MCCLURE, Charles R.; LANKES, R. David; GROSS, Melissa; CHOLTCO-DEVLIN, Beverly. Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. Syracuse, New York; Tallahassee, Florida: Information Institute of Syracuse; School of Information Studies, 2002.
• MCCREA, Richard. Evaluation of two library-based and one expert reference service on the Web. Library Review, 2004, vol. 53, n. 1, p. 11-16.
• MCGRAW, Kathleen A.; HEILAND, Jennifer; HARRIS, Julianna C. Promotion and evaluation of a virtual live reference service. Medical Reference Services Quarterly, 2003, vol. 22, n. 2, p. 41-56.
• MON, Lorri; BISHOP, Bradley Wade; MCCLURE, Charles R.; MCGILVRAY, Jessica; MOST, Linda; MILAS, Theodore Patrick; SNEAD, John T. The Geography of Virtual Questioning. The Library Quarterly, 2009, vol. 79, n. 4, p. 393-420.
• MON, Lorri; JANES, Joseph. The Thank You Study: Research on User Satisfaction with Digital Reference Services . Annual Digital Reference Conference, 2003, n. 5.
• MON, Lorri; JANES, Joseph W. The Thank You Study. Reference and User Services Quarterly, 2007, vol. 46, n. 4, p. 53-59.
• MOYO, Lesley M. Virtual Reference Services and Instruction: An Assessment. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 213-230.
• NILSEN, Kirsti. The Library Visit Study: user experiences at the virtual reference desk. Information Research, 2004, vol. 9, n. 2.
• NILSEN, Kirsti; ROSS, Catherine Sheldrick. Evaluating Virtual Reference from the Users' Perspective. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 53-79.
• NOVOTNY, Eric (ed.). Assessing reference and user services in a digital age. Binghamton, NY: The Haworth Information Press, 2006.
• NOVOTNY, Eric. Developing meaningful measures for electronic reference services. Northumbria International Conference on Performance Measurement in Libraries & Information Services, 2002, vol. 4.
• NUMMINEN, Piritta; VAKKARI, Pertti. Question types in public libraries' digital reference service in Finland: comparing 1999 and 2006. Journal of the American Society for Information Science and Technology, 2009, vol. 60, n. 6, p. 1249-1257.
• PERRY , Leanne; MCELHILL, Maggie. So, what's the difference: an evaluation of the AskNow! live reference service. En Information Online Conference (13. 2007. Sydney). Sydney: ALIA, 2007. Disponible en http://www.sl.nsw.gov.au/staff/pdfs/asknow_paper.pdf [consultado el 08/04/2009].
• PETERS, T. A. Current opportunities for the effective meta-assessment of online reference services. Library Trends, 2000, vol. 49, n. 2, p. 334-349.
• POMERANTZ, Jeffrey. Factors influencing digital reference triage: a think-aloud study. Library Quarterly, 2004, vol. 74, n. 3, p. 235-264.
• POMERANTZ, Jeffrey; LUO, Lili. Motivations and uses: evaluating virtual reference service from the users' perspective. Library and Information Science Research, 2006, vol. 28, n. 3, p. 350-373.
• POMERANTZ, Jeffrey; LUO, Lili; MCCLURE, Charles R. Peer review of chat reference transcripts: Approaches and strategies. Library and Information Science Research, 2006, vol. 28, n. 1, p. 24-48.
• POMERANTZ, Jeffrey; MCCLURE, Charles. Evaluation of a Statewide Collaborative Chat based Reference Service: Approaches and Directions. En Proceedings of the 67th Annual Meeting of the American Society for Information Science and Technology . Medford, NJ: Information Today, 2004, p. 102-109
• POMERANTZ, Jeffrey; NICHOLSON, Scott; BELANGER, Yvonne; LANKES, David R. The current state of digital reference: validation of a general digital reference model through a survey of digital reference services. Information Processing and Management, 2004, vol. 40, n. 2, p. 347-363.
• POMERANTZ, Jeffrey; NICHOLSON, Scott; LANKES, R. David. Digital Reference Triage: Factors Influencing Question Routing and Assignment. Library Quarterly, 2003, vol. 73, n. 2, p. 103-120.
• POWELL, Ronald R. Measurement and evaluation of electronic information services. En Gorman, G. E. (ed.). Information services in an electronic environment. London: Facet, 2001, p. 323-342.
• PRESTON, L. A. A model for analysis of usage patterns of online databases as reference desk tools. En Thirteenth National Online Meeting. Medford,New Jersey: Learned Information, Inc, 1992, p. 263-273
• PROBST, Laurie; PELIKAN, Michael. Listening to Our Users: System Migration and the Evaluation of Web-Based Library Services. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 37-51.
• PROFETA, Patricia C. Effectiveness of asynchronous reference services for distance learning students within Florida's community college system. Community & Junior College Libraries, 2007, vol. 14, n. 1, p. 35-61.
• QAYYUM, M. A. Internet reference services and the reference desk: does the nature of a user's query really change. Internet Reference Services Quarterly, 2002, vol. 7, n. 3, p. 15-22.
• RADFORD, Marie. In Synch? Evaluating Chat Reference Transcripts . En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org [consultado el 08/04/2009].
• RADFORD, Marie L. Encountering virtual users: a qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science and Technology, 2006, vol. 57, n. 8, p. 1046-1059.
• RADFORD, Marie L.; KERN, M. Kathleen. A multiple-case study investigation of the discontinuation of nine chat reference services. Library and Information Science Research, 2006, vol. 28, n. 4, p. 521-547.
• RICHARDSON, J. V. Question Master: an evaluation of a Web-based decision-support system for use in reference environments. College and Research Libraries, 1998, vol. 59, n. 1, p. 29-37.
• RIGBY, Alison; SMITHERS, Amanda. From service to survey: The UNISON Digital Reference Key Performance Indicators Project. En Information Online 2007. 2007: Australia Library and Information Association, 2007. Disponible en http://www.information-online.com.au/docs/Presentations/oncon.pdf [consultado el 08/04/2009].
• RIGBY, Alison; ZHANG, Susan; SMITHERS, Amanda. Digital reference: key performance indicators. inCite, 2006, vol. 27, n. 6, p. 7.
• ROBINS, David; MILLER, Jonathan. Evaluation of Synchronous Digital Reference Services from an Information Architecture/User Experience Perspective: Design of a Study and Preliminary Results . En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org [consultado el 08/04/2009].
• RÖSCH, Hermann. Digital reference services: state of the art in the focus of quality. En IFLA General Conference and Council (72. 2006. Seúl). Seúl: IFLA, 2006. Disponible en http://www.ifla.org/IV/ifla72/papers/098-Roesch-en.pdf [consultado el 08/04/2009].
• RUPPEL, Margie; FAGAN, Jody Condit. Instant messaging reference: users' evaluation of library chat. Reference Services Review, 2002, vol. 30, n. 3, p. 183-197.
• SEARS, J. Chat reference service: an analysis of one semester's data. Issues in Science and Technology Librarianship, 2001, n. 32. Disponible en http://www.istl.org.
• SHACHAF, Pnina. The paradox of expertise: is the Wikipedia Reference Desk as good as your library? Journal of Documentation, 2009, vol. 65, n. 6, p. 977-996.
• SHACHAF, Pnina; HOROWITZ, Sarah M. Virtual reference service evaluation: adherence to RUSA behavioral guidelines and IFLA digital reference guidelines. Library & Information Science Research, 2008, vol. 30, n. 2, p. 122-137.
• SHACHAF, Pnina; MEHO, Lokman I.; HARA, Noriko. Cross-cultural Analysis of E-mail Reference. The Journal of Academic Librarianship, 2007, vol. 33, n. 2, p. 243-253.
• SHACHAF, Pnina; OLTMANN, Shannon M.; HOROWITZ, Sarah M. Service equality in virtual reference. Journal of the American Society for Information Science and Technology, 2008, vol. 59, n. 4, p. 535-550.
• SHACHAF, Pnina; SHAW, Debora. Bibliometric Analysis to Identify Core Reference Sources of Virtual Reference Transactions. Library & Information Science Research, 2008, vol. 30, n. 4, p. 291-297.
• SHIMING, Guo. On Quality Evaluation of Digital Referential Consulting Service. Journal of the China Society for Scientific and Technical Information, 2006, vol. 25, n. 3, p. 326-329.
• SHRIMPLIN, Aaron K.; HURST, Susan. A virtual standoff - using Q methodology to analyze virtual reference. Evidence Based Library and Information Practice, 2007, vol. 2, n. 4, p. 3-21.
• SMYTH, Joanne B.; MACKENZIE, James C. Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation. Public Services Quarterly, 2006, vol. 2, n. 2/3, p. 85-99.
• STROTHMANN, Molly; MCCAIN, Cheryl; SCRIVENER, Laurie. Ask a Librarian Pages as Reference Gateways to Academic Libraries. The Reference Librarian, 2009, vol. 50, n. 3, p. 259-275.
• SYRKIN, Darby. At the desk or online: reference training, measurements, and guidelines. Public Services Quarterly, 2006, vol. 2, n. 2/3, p. 191-192.
• TENOPIR, Carol; ENNIS, Lisa. The digital reference work of academic libraries. Online, 1998, vol. 22, n. 4, p. 22-24.
• VAN DUINKERKEN, Wyoma; STEPHENS, Jane; MACDONALD, Karen I. The Chat Reference Interview: Seeking Evidence Based on RUSA's Guidelines: A Case Study at Texas A&M University Libraries. New Library World, 2009, vol. 110, n. 3-4, p. 107-121.
• VANDECREEK, Leanne. E-Mail reference evaluation: using the results of a satisfaction survey. The Reference Librarian, 2006, vol. 45, n. 93, p. 99-108.
• WALTER, Virginia A.; MEDIAVILLA, Cindy. Teens are from Neptune, librarians are from Pluto: an analysis of online reference transactions. Library Trends, 2005, vol. 54, n. 2, p. 209-227.
• WARD, David. Measuring the completeness of reference transactions in online chats. Results of an unobtrusive study. Reference and User Services Quarterly, 2004, vol. 44, n. 1, p. 46-56.
• WEBSTER, Ruiha; WILLIAMS, Peter. An evaluation of the NHS Direct online health information e-mail enquiry service: Quality of health information on the internet . Aslib Proceedings, 2005, vol. 57, n. 1.
• WELCH, Jeanie M. Click and Be Counted: A New Standard for Reference Statistics. The Reference Librarian, 2007, vol. 47, n. 97, p. 95-104.
• WESTBROOK, Lynn. Unanswerable questions at the IPL: user expectations of e-mail reference. Journal of Documentation, 2009, vol. 65, n. 3, p. 367-395.
• WHITE, Marilyn Domas. Digital reference services: Framework for analysis and evaluation. Library and Information Science Research, 2001, vol. 23, n. 3, p. 211-231.
• WHITE, Marilyn Domas; ABELS, Eileen G.; KASKE, Neal. Evaluation of Chat Reference Service Quality. D-Lib Magazine, 2003, vol. 9, n. 2. Disponible en http://www.dlib.org.
• WHITLATCH, Jo Bell. Evaluating Reference Services: A Practical Guide. Chicago: American Library Association, 2000.
• WIKOFF, Nora. Reference transaction handoffs: factors affecting the transition from chat to e-mail. Reference & User Services Quarterly, 2008, vol. 47, n. 3, p. 230-241.
• XIE, Hong. Evaluation of digital libraries: Criteria and problems from users' perspectives. Library and Information Science Research, 2006, vol. 28, n. 3, p. 433-452.
• XUE-MING, Bao. A study of Web-based interactive reference services via academic library home pages. Reference and User Services Quarterly, 2003, vol. 42, n. 3, p. 250-256.

3. Conceptualización de la referencia digital

Artículos de publicaciones periódicas y comunicaciones de congresos o reuniones científicas en las que se ofrezca teoría sobre la referencia digital o se presenten estos servicios desde una perspectiva eminentemente teórica.

• ACCART, Jean-Philippe. Les services d'information et de référence: l'avenir est virtuel. Arbido, 2005, n. 6, p. 3-4.
• ALBANESE, Andrew Richard. Reference 2005: The reference evolution. Library Journal, 2004, vol. 129, p. 10-12.
• ALVES, Ana Paula Meneses; VIDOTTI, Silvana Aparecida Borsetti Gregório. O serviço de referência e informação digital. Biblionline, 2006, vol. 2, n. 2. Disponible en http://periodicos.ufpb.br.
• ALVESTRAND, Viveka. Librarians beat Google in quest for answers. Information World Review, 2003, n. 196, p. 8.
• ANDERSON, Charles R. Reference librarianship: a guides for the 21st Century. The Reference Librarian, 2006, vol. 34, n. 72, p. 5-19.
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• WESSELING, M. Het virtuele inlichtingenbureau= The virtual enquiry desk. Informatie Professional, 2002, vol. 6, n. 10, p. 42-43.
• WEST, Jessamyn. The Librarian Is In, and Online! Computers in libraries, 2003, vol. 23, n. 9. Disponible en http://www.infotoday.com/cilmag/default.shtml.
• WILLIAMSON, J. The reality of virtual reference: a view from the edge. Feliciter, 2002, vol. 48, n. 3, p. 110-111.
• ZANIN-YOST, Alessia. Digital Reference: What the Past Has Taught Us and What the Future Will Hold. Library Philosophy and Practice, 2004, vol. 7, n. 1, p. 1-16.

4. Procesos de la referencia digital

Documentos que tratan de aspectos como la entrevista de referencia, la política de los servicios de información digital, las competencias profesionales del personal referencista y la cooperación en la prestación de servicios de información por medios telemáticos.

• AVERY, Susan. When Opportunity Knocks: Opening the Door through Teachable Moments. Reference Librarian, 2008, vol. 49, n. 2, p. 109-118.
• BACKHUS, Sherry Hawkins; SUMMEY, Terri Pedersen. Collaboration: The Key to Unlocking the Dilemma of Distance Reference Services. The Reference Librarian, 2003, vol. 40, n. 83-84, p. 193-202.
• BISHOP, Bradley Wade; TORRENCE, Matt. Virtual reference services: consortium versus stand-alone. College and Undergraduate Libraries, 2006, vol. 13, n. 4, p. 117-127.
• BORETTI, Elena. Communicare con l'utente remoto. Biblioteche Oggi, 2001, vol. 19, n. 6, p. 54-60.
• BORIN, Jacqueline. E-Problems, E-Solutions: electronic reference and the problem patron in the academic library . The Reference Librarian, 2002, vol. 36, n. 75-76, p. 149-162.
• BOWMAN, Vibiana. The virtual librarian and the electronic reference interview. Internet Reference Services Quarterly, 2002, vol. 7, n. 3, p. 3-14.
• BREIDENBAUGH, Andrew. Budget planning and performance measures for virtual reference services. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 113-124.
• BREZNAY, Ann Marie; HAAS, Leslie M. A checklist for starting and operating a digital reference desk. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 101-112.
• BRONSHTEYN, Karen. Using NetLibrary eBooks at the reference desk. Reference Services Review, 2007, vol. 35, n. 4, p. 560-570.
• BROUGHTON, K.; HUNKER, S. D.; SINGER, C. A. Why use Web contact center software for digital reference? Internet Reference Services Quarterly, 2001, vol. 6, n. 2, p. 1-12.
• BURKE, Adam; JOHNSON, Wendell. Invoking digital reference: creation and implementation. Community and Junior College Libraries, 2004, vol. 12, n. 1, p. 35-43.
• CALDWELL, Tracey. Sun rises on health sector path-finder site. Information World Review, 2005, n. 211, p. 10.
• CARLO, Jessica Luo; YOO, Youngjin. How may I help you?: Politeness in computer-mediated and face-to-face library reference transactions. Information and Organization, 2007, vol. 17, n. 4, p. 193-231.
• CARR, Allison; LY, Pearl. More than words: screencasting as a reference tool. Reference Services Review, 2009, vol. 37, n. 4, p. 408-420.
• CAUFIELD, James. Tricky devil: a humorous training technique for the chat reference environment . The Electronic Library, 2005, vol. 23, n. 4, p. 377-382.
• CICCONE, K.; VANSCOY, A. Managing an established virtual reference service. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 95-105.
• COFFMAN, Steve. Distance Education and Virtual Reference: Where Are We Headed? Computers in libraries, 2001, vol. 21, n. 4. Disponible en http://www.infotoday.com/cilmag/default.shtml.
• COOK, Hope Marie. The emerging technology: twenty first century Web based environments and their resultant effect on the work responsibilities of academic reference librarians. Were the predictions correct? E-JASL: The Electronic Journal of Academic and Special Librarianship, 2006, vol. 7, n. 2. Disponible en http://southernlibrarianship.icaap.org.
• COX, Christopher Nelson. Think Before You Collaborate. Charleston Advisor, 2006, vol. 7, n. 3, p. 51-52.
• CUMMINGS, J.; CUMMINGS, L.; FREDERIKSEN, L. User Preferences in Reference Services: Virtual Reference and Academic Libraries. Portal-Libraries and the Academy, 2007, vol. 7, n. 1, p. 81-96.
• DALSTON, Teresa; PULLIN, Michael. Virtual Reference on a Budget: Case Studies. Library Media Connection, 2008, vol. 27, n. 2, p. 30-33.
• DE GROOTE, Sandra L.; DORSCH, Josephine L.; COLLARD, Scott; SCHERRER, Carol. Quantifying cooperation: collaborative digital reference service in the large academic library. College and Research Libraries, 2005, vol. 66, n. 5, p. 436-454.
• DEVLIN, Frances A.; BURICH, Nancy J.; STOCKHAM, Marcia G.; PEDERSEN SUMMEY, Terri; TURTLE, Elizabeth C. Getting beyond institutional cultures: when rivals collaborate. Journal of Library Administration, 2006, vol. 45, n. 1/2, p. 149-168.
• DINWIDDIE, Mollie; LILLARD, Linda L. At the crossroads: library and classroom. Journal of Library Administration, 2002, vol. 37, n. 1/2, p. 251-267.
• DUFF, W. M.; JOHNSON, C. A. A virtual expression of need: an analysis of e-mail reference questions. American Archivist, 2001, vol. 64, n. 1, p. 43-60.
• ELIAS, Tana; MORRILL, Stef. Our virtual reference training camp: testing the players before signing them on. Computers in Libraries, 2003, vol. 23, n. 4, p. 10.
• ELLIS, Lisa; FRANCOEUR, Stephen. Applying Information Competency to Digital Reference . En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/057-98e.pdf [consultado el 08/04/2009].
• ELLIS, Lisa A. Approaches to teaching through digital reference. Reference Services Review, 2004, vol. 32, n. 2, p. 103-119.
• EPPERSON, Terrence W.; ZEMEL, Alan. Reports, Requests, and Recipient Design: The Management of Patron Queries in Online Reference Chats. Journal of the American Society for Information Science and Technology, 2008, vol. 59, n. 14, p. 2268-2283.
• ERCEGOVAC, Zorana. Collaborative E-Reference: A Research Agenda. En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/058-98e.pdf [consultado el 08/04/2009].
• FARMER, Lesley S. Virtual reference service for K-12 students. Knowledge Quest, 2005, vol. 33, n. 3, p. 22-24.
• FENNEWALD, Joseph. Same Questions, Different Venue: An Analysis of In-Person and Online Questions. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 21-35.
• FRANK, Rivkah. Improving Internet reference services to distance learners. Medical Reference Services Quarterly, 2006, vol. 25, n. 3, p. 108-109.
• FULLERTON, Vera. VR in a Consortium: Planning, Implementation & Evaluation. En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2002. Disponible en http://www.webjunction.org [consultado el 08/04/2009].
• GINANNI, Katy; DAVIS, Susan; ARTHUR, Michael A. Talk About: E-Resources Librarian to the Rescue? Creating the Über Librarian: Turning Model Job Descriptions into Practical Positions. Serials Librarian, 2006, vol. 50, n. 1/2, p. 173-177.
• GOODRUM, Abby A. Visual resource reference: collaboration between digital museums and digital libraries. D-Lib Magazine, 2003, vol. 9, n. 2. Disponible en http://www.dlib.org.
• GORMAN, Michael. Privacy in the Digital environment: issues for libraries. En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/145-083e.pdf [consultado el 08/04/2009].
• GRONEMYER, Kate; DEITERING, Anne-Marie. I don't think it's harder, just that it's different: Librarians' attitudes about instruction in the virtual reference environment. Reference Services Review, 2009, vol. 37, n. 4, p. 421-434.
• HARIDASAN, Sudharma. Collaborative Digital Reference Service for the Post Industrial Society. Journal of Library and Information Science, 2006, vol. 31, n. 2, p. 135-140.
• HEDONG, Yang; SHIJIONG, Lu; ZHIPING, Zhang. Construction of online reference system. Journal of the China Society for Scientific and Technical Information, 2006, vol. 25, n. 1, p. 94-98.
• HELMAN, D. L. Bringing the human touch to digital library services. Science and Technology Libraries, 2001, vol. 20, n. 2/3, p. 83-96.
• HERT, Carol A. Information Seeking and User-Intermediary Interactions: Informing the Design of Digital Reference Services . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• HIDER, Philip M. Search goal redefinition through user-system interaction. Journal of Documentation, 2007, vol. 63, n. 2, p. 188-203.
• HILL, J. B.; MADARASH-HILL, Cherie; ALLRED, Alison. Outsourcing Digital Reference: The User Perspective. The Reference Librarian, 2007, vol. 47, n. 98, p. 57-74.
• HIRKO, Buff; ROSS, Mary Bucher. Virtual reference training: the complete guide to providing anytime, anywhere answers. Chicago: American Library Association, 2004.
• JAMES-CATALANO, C. Cyberlibrarian. Internet World, 1995, vol. 6, n. 4, p. 92-93.
• JANES, Joseph. Digital reference: reference librarians' experiences and attitudes. Journal of the American Society for Information Science and Technology, 2002, vol. 53, n. 7, p. 549-566.
• JANES, Joseph; SILVERSTEIN, Joanne. Question Negotiation and the Technological Environment. D-Lib Magazine, 2003, vol. 9, n. 2. Disponible en http://www.dlib.org.
• JENSEN, Bruce. The case for non-intrusive research: a virtual reference librarian's perspective. The Reference Librarian, 2004, n. 85, p. 139-149.
• JOHNSON, Carolyn; URY, Connie. Reference beyond the walls of the library: interacting with faculty and students in the 21st century. The Reference Librarian, 2003, vol. 40, n. 83/84, p. 203-218.
• JOHNSTON, Patricia E. Digital reference as an instructional tool: Just in time and just enough. Searcher, 2003, vol. 11, n. 3, p. 31-33.
• JONES, Marie F. Internet reference services for distance education: guidelines comparison and implementation. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 19-32.
• KERN, M. Kathleen. Communication, patron satisfaction, and the reference Interview. Reference and User Services Quarterly, 2003, vol. 43, n. 1, p. 47-49.
• KING, Valery; NICHOLS, Jane; PADILLA, Greg. Moving back to campus: creating a local virtual reference service. Internet Reference Services Quarterly, 2006, vol. 11, n. 3, p. 1-17.
• KLAISS, B. A. Using resource-sharing consortiums to extend automated reference resources to rural and small libraries. Current Studies in Librarianship, 1996, vol. 20, n. 1/2, p. 64-81.
• KLUEGEL, Kathleen; ROSS, Catherine Sheldrick; RONAN, Jana; KERN, Kathleen; TYCKOSON, David. The reference interview: Connecting in person and in cyberspace: presentations and responses from the RUSA president's program, 2002 ALA Annual Conference, Atlanta, June 17, 2002. Reference and User Services Quarterly, 2003, vol. 43, n. 1, p. 37-51.
• KRATZERT, M.; RICHEY, D.; WASSMANN, C. Tips and snags of academic cyberreference. College and Undergraduate Libraries, 2001, vol. 8, n. 2, p. 73-82.
• KRESH, Diane. High touch or high tech: The collaborative digital reference service as a model for the future of reference. Advances In Librarianship, 2002, vol. 26, p. 149-173.
• KRESH, Diane Nester; NIXON, Carol. High touch, high tech or high noon?: the cost and promise of building collaborative networks. En Annual Computers in Libraries Conference (17. 2002. Washington). Medford, NJ: Information Today, 2002, p. 192-201
• KUPERSMITH, John. Technostress and the reference librarian. Reference Services Review, 1992, vol. 20, n. 2, p. 7-14,50.
• LAGACE, N.; MCCLENNEN, M. Managing an Internet-based distributed reference service. Computers in Libraries, 1998, vol. 18, n. 2, p. 24-27.
• LANKES, R. David. AskA's. Lesson learned from K-12 Digital Reference Services. Reference and User Services Quarterly, 1999, vol. 38, n. 1, p. 63-71.
• LANKES, R. David. Building the virtual reference desk. The Virtual Reference Desk, 1998.
• LANKES, R. David; GROSS, Melissa; MCCLURE, Charles R. Cost, statistics, measures, and standards for digital reference services: A preliminary view. Library trends, 2003, vol. 51, n. 3, p. 401-413.
• LEE, Seongsin. Vroom's expectancy theory and the public library customer motivation model. Library Review, 2007, vol. 56, n. 9, p. 788-796.
• LIPOW, Anne G. Are you ready for real-time remote reference? New question-handling skills and library policies needed to move the desk (and you) to the web. En IFLA General Conference and Council (67. Boston. 2001). Boston: IFLA, 2001,
• LUNNEBORG, Eva. Utilizing Virtual Reference to Serve Multitype Library Patrons The Experiences of Collaborative Services in Sweden and Florida. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/029e-Lunneborg_Mariner.pdf [consultado el 08/04/2009].
• MARSTELLER, Matthew R.; MIZZY, Danianne. Exploring the synchronous digital reference interaction for query types, question negotiation, and patron response. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 149-165.
• MARVIN, Stephen; NIXON, Carol; BURMOOD, Jennifer. Process for developing e-reference services. InfoToday 2002 Collected Presentations, 2002, p. 255-258.
• MAXWELL, Nancy Kalikov. Establishing and mantaining live online reference service. Library Technology Reports, 2002, vol. 38, n. 4, p. 1-68.
• MCADAM, Barbara; GRAY, Suzanne. A Management Model for Digital Reference: Services In Large Institutions . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• MCELFRESH, Laura Kane. And some have patron service greatness thrust upon them. Technicalities, 2005, vol. 25, n. 5, p. 1, 8-10.
• MCGRAW, Kathleen A.; HEILAND, Jennifer; HARRIS, Julianna C. Promotion and evaluation of a virtual live reference service. Medical Reference Services Quarterly, 2003, vol. 22, n. 2, p. 41-56.
• MELOCHE, Joseph A. The Importance of Digital Reference in Supporting Critical Thinking in Distance Education . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• MINOR, Carolyn; DUNNING, Beth. Making virtual library staffing a reality. Information Outlook, 2006, vol. 10, n. 7, p. 29-32.
• MON, Lorri. Digital reference and ubiquitous computing in the classroom. Knowledge Quest, 2006, vol. 34, n. 3, p. 20-23.
• MOORE, Anne Cooper; WELLS, Kimberly A. Connecting 24/5 to Millennials: Providing Academic Support Services from a Learning Commons. The Journal of Academic Librarianship, 2009, vol. 35, n. 1, p. 75-85.
• MOSS, Molly M. Reference Services for Remote Users . Katharine Sharp Review, 1997, n. 5. Disponible en http://mirrored.ukoln.ac.uk/lis-journals/review/review/.
• NEEDLEMAN, M. NISO's Networked References Standards Committee. Serials Review, 2002, vol. 28, n. 4, p. 342-343.
• NEUHAUS, Chris. Flexibility and feedback: a new approach to ongoing training for reference student assistants. Reference Services Review, 2001, vol. 29, n. 1, p. 53-64.
• NEUHAUS, P. Privacy and Confidentiality in Digital Reference. Reference and User Services Quarterly, 2003, vol. 43, n. 1, p. 26-36.
• NILSEN, Kirsti. Comparing users' perspectives of in-person and virtual reference. New Library World, 2006, vol. 107, n. 3/4, p. 91-104.
• NILSEN, Kirsti. Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/027e-Nilsen.pdf [consultado el 08/04/2009].
• NUMMINEN, Piritta; VAKKARI, Pertti. Question types in public libraries' digital reference service in Finland: comparing 1999 and 2006. Journal of the American Society for Information Science and Technology, 2009, vol. 60, n. 6, p. 1249-1257.
• OSA, Justina O. Managing the 21st Century Reference Department: Competencies. The Reference Librarian, 2003, vol. 39, n. 81, p. 33-50.
• PAPANDREA, V. A. Managing reference services in the electronic age: a competing values approach to effectiveness. The Reference Librarian, 1998, n. 60, p. 111-126.
• PARROTT, James R. Simulation of the reference process. The Reference Librarian, 1988, n. 21, p. 189-207.
• PARROTT, James R. Simulation of the reference process, Part 2: REFSIM, an implementation with expert system and ICAI modes. The Reference Librarian, 1989, n. 23, p. 153-176.
• PENZHORN, Cecilia. Training for digital reference: a South African experience. Libri, 2007, vol. 57, n. 2, p. 76-83.
• PETERS, Thomas A. E-reference: how consortia add value. The Journal of Academic Librarianship, 2002, vol. 28, n. 4, p. 248-250.
• POMERANTZ, Jeffrey; TOMS, Elaine G. Question types in digital reference: an evaluation of question taxonomies. En Information, Connections, and Community: Proceedings of the 65th Conference of the American Society for Information Science & Technology. Medford, NJ : Information Today, 2002, p. 542
• QUAN, Cheng; YUAN, Chen. Construction of sharing platform of distributed collaborative reference service system. Journal of the China Society for Scientific and Technical Information, 2005, vol. 24, n. 1, p. 93-99.
• RADER, Hannelore B. Information literacy in the reference environment: preparing for the future. The Reference Librarian, 2000, n. 71, p. 25-33.
• RAMSAY, Karen M.; KINNIE, Jim. The embedded librarian. Library Journal, 2006, vol. 131, n. 6, p. 34-35.
• REFERENCE AND USER SERVICES ASSOCIATION . Guidelines for implementing and maintaining virtual reference services. Reference and User Services Quarterly, 2004, vol. 44, n. 1, p. 9-13.
• RICHARDSON, J.; FLETCHER, J.; HUNTER, A.; WESTERMAN, P. 'Ask a librarian' electronic reference services: the important of corporate culture, communication and service attitude. LASIE, 2000, vol. 31, n. 4, p. 25-37.
• RONAN, Jana. The Reference Interview Online. Reference and User Services Quarterly, 2003, vol. 43, n. 1, p. 43-47.
• RUSA. Guidelines for Implementing and Maintaining Virtual Reference Services. Chicago: ALA, RUSA, 2004.
• SALZMANN, Katharine A. Contact us: archivists and remote users in the digital age. The Reference Librarian, 2004, n. 85, p. 43-50.
• SCHNEIDER, Karen G. The Distributed Librarian: Live, Online, Real-Time Reference. American Libraries, 2000, vol. 31, n. 10, p. 64.
• SCHWARTZ, Jennifer. Toward a typology of e-mail reference questions. Internet Reference Services Quarterly, 2003, vol. 8, n. 3, p. 1-15.
• SENNEMA, Greg. Managing the reference desk online. Reference Services Review, 2003, vol. 31, n. 3, p. 257-263.
• SILVERSTEIN, Joanne. Just Curious: Children's Use of Digital Reference for Unimposed Queries and Its Importance in Informal Education. Library Trends, 2005, vol. 54, n. 2, p. 228-244.
• SNAVELY, L. Building the virtual reference shelf: how to get the most for your money. Information Outlook, 1997, vol. 1, n. 7, p. 24-28.
• SREENIVASULU, V. The role of a digital librarian in the management of digital information systems (DIS). The Electronic Library, 2000, vol. 18, n. 1, p. 12-20.
• STEMPER, James A.; BUTLER, John T. Developing a model to provide digital reference services. Reference Services Review, 2001, vol. 29, n. 3, p. 172-189.
• STEPHENS, Michael; NIXON, Carol; BURMOOD, Jennifer. Technology skills for live librarians: pre-training for results. Internet Librarian 2002: Collected Presentations, 2002, p. 279-286.
• STRAW, Joseph E. A Virtual Understanding: The Reference Interview and Question Negotiation in the Digital Age. Reference and User Services Quarterly, 2000, vol. 39, n. 4, p. 376-379.
• STRAW, Joseph E.; COX, Christopher N. Using Canned Messages in Virtual Reference Communication. Internet Reference Services Quarterly, 2006, vol. 11, n. 1, p. 39-49.
• SUMMERS, Robin. Meeting Education Information Needs Through Digital Reference. Art Documentation, 1998, vol. 17, n. 1, p. 3-68.
• SUMMEY, Tern Pedersen; AKERS, Cynthia. From IM to Collaboration: Providing Virtual Reference Services at a Medium-Sized Institution. College and Undergraduate Libraries, 2006, vol. 13, n. 4, p. 75-93.
• TADDEO, Laura; HACKENBERG, Jill M. The nuts, bolts, and teaching opportunities of real-time reference. College and Undergraduate Libraries, 2006, vol. 13, n. 3, p. 63-85.
• TAHER, M. Real-time (synchronous interactive) reference interview: a select bibliography. Internet Reference Services Quarterly, 2002, vol. 7, n. 3, p. 35-41.
• TAHER, M. The reference interview through asynchronous e-mail and synchronous interactive reference: does it save the time of the interviewee? Internet Reference Services Quarterly, 2002, vol. 7, n. 3, p. 23-34.
• TAYLOR, D.; PORTER, G. S. The problem patron and the academic library Web site as virtual reference desk. The Reference Librarian, 2002, vol. 36, n. 75/76, p. 163-172.
• TENOPIR, Carol. Electronic reference and reference librarians: a look through the 1990s. Reference Services Review, 1999, vol. 27, n. 3, p. 276-280.
• THOMPSON, Samantha H. Pixilated Problem Patrons: Or, the Trials of Working Virtual Reference and What We've Learned from it. The Reference Librarian, 2009, vol. 50, n. 3, p. 291-296.
• TOMAIUOLO, N. G.; PACKER, J. G. Aska' do's, don'ts, and how-to's: lessons learned in a library. Searcher, 2000, vol. 8, n. 3, p. 32-35.
• TRUELSON, Judith A. Creating Successful E-mail/Chat Documentation: The Process Flow Diagram Approach. Annual Digital Reference Conference, 2002, n. 4.
• TUCKER, James Cory. Developing a chat reference training program. Internet Reference Services Quarterly, 2004, vol. 8, n. 4, p. 11-25.
• TURNAGE, Marthea; CARTER, Wade; MCDONALD, Randy. Keep it simple: internet reference support for distance learners. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 43-54.
• VAN FLEET, C.; WALLACE, D. P. Virtual Libraries - Real Threats - Technostress and Virtual Reference. Reference and User Services Quarterly, 2003, vol. 42, n. 3, p. 188-191.
• VILELLE, Luke. Marketing virtual reference: What academic libraries have done. College and Undergraduate Libraries, 2005, vol. 12, n. 1/2, p. 65-79.
• WALTERS, Tyler O.; WILLIAMS, Clara R. Reference and instruction services go virtual as a form of outreach: case studies from academic libraries. Information Outlook, 2003, vol. 7, n. 8, p. 20-24.
• WARD, David. Using virtual reference transcripts for staff training. Reference Services Review, 2003, vol. 31, n. 1, p. 46-56.
• WARD, Joyce; MERVAR, Dana; LOVING, Matthew; KRONEN, Steve. Going It Alone: can a small/medium-sized library manage live online reference? The Reference Librarian, 2002-2003, vol. 38, n. 79-80, p. 311-322.
• WARE, Susan A.; HOWE, Patricia S.; SCALESE, Rosemary G. Interactive reference at a distance: a corporate model for academic libraries. The Reference Librarian, 2000, n. 69-70.
• WEBBER, Sheila Anne Elizabeth. Pricing and marketing online information services. Annual Review of Information Science and Technology (ARIST), 1998, vol. 33.
• WEDDELL, Sue. Transforming reference into a proactive knowledge advisory service: a case study. Reference Services Review, 2008, vol. 36, n. 2, p. 147-155.
• WESTBROOK, Lynn. Virtual reference training: the second generation. College and Research Libraries, 2006, vol. 67, n. 3, p. 249-259.
• YAKEL, Elizabeth. Inviting the user into the virtual archives. OCLC Systems & Services, 2006, vol. 22, n. 3, p. 159-163.
• YI, Jin; MIN, Huang; HAOMING, Lin; JING, Guo. Study on the collaboration mechanism of the virtual reference service. The Electronic Library, 2007, vol. 25, n. 6, p. 733-740.

5. Sistemas de referencia digital

Textos relativos de forma prioritaria a los aspectos tecnológicos de la referencia digital; sistemas telemáticos empleados para el intercambio de preguntas y respuestas; servicios de Internet hábiles para la referencia; aplicaciones informáticas empleadas en la referencia digital.

• ABELS, Eileen G. The e-mail reference interview. RQ, 1996, vol. 35, n. 3, p. 345-358.
• ABRAM, Stephen. Three ways to understand professional-grade virtual reference. Information Outlook, 2005, vol. 9, n. 7, p. 34-35.
• ALVESTRAND, Viveka. Online reference service creates visualisation tool. Information World Review, 2003, n. 196, p. 4.
• ARANT-KASPAR, Wendi; CARTER, Henry; DESAI, Sheetal; BYRD, John; HAHN, Douglas. ResDesk: An automated solution for course reserves request tracking and process management. Library Hi Tech, 2007, vol. 25, n. 2, p. 197-210.
• ARNOLD, Julie; KASKE, Neal; NIXON, Carol. Chat with a librarian. En Annual Computers in Libraries Conference (17. 2002. Washington). Medford, NJ: Information Today, 2002, p. 1-6
• ARRET, Linda; COFFMAN, Steve. To chat or not to chat: taking another look at virtual reference. Searcher, 2004, vol. 12, n. 7, p. 38-46.
• BAIGET, Tomas. Programa work-flow para un servicio de consultas a medida. El Profesional de la Informacion, 2006, vol. 15, n. 5, p. 364-372.
• BAKKER, T. Virtual reference service: connecting users with experts and supporting the development of skills. Liber Quarterly : the Journal of European Research Libraries, 2002, vol. 12, n. 2/3, p. 124-137.
• BALLARD, Terry. A graphic interface to online reference sources. The Reference Librarian, 2009, vol. 50, n. 2, p. 150-158.
• BARCELLOS, Sílvia. Understanding Intermediation in a Digital Environment: An Exploratory Case Study . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• BARR, Belinda; CONLEY, Jerome; GOODE, Joanne. Chat is now: administrative issues. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 19-25.
• BARTON, Emily; WESMANTEL, Arlene. Ref logs now: internal web logs can rejuvenate reference. Library Journal, 2006, vol. 131, n. 16, p. 28-30.
• BEDWELL, Linda. Making chat widgets work for online reference. Online, 2009, vol. 33, n. 3, p. 20-23.
• BEDWELL, Linda; RODRIGUES, Denyse; DUGGAN, Lawrence J.; ORLOV, Stanislav. IM a Librarian: Extending Virtual Reference Services through Instant Messaging and Chat Widgets. Partnership: The Canadian Journal of Library and Information Practice and Research, 2008, vol. 3, n. 2, p. s.d. Disponible en http://journal.lib.uoguelph.ca/index.php/perj.
• BELL, Steven. Thinking Thoughtfully: About Reference Technology. The Reference Librarian, 2007, vol. 47, n. 97, p. 125-128.
• BELL, Steven J. Time to Lose the Sticky and Try a Wiki. The Reference Librarian, 2007, vol. 47, n. 98, p. 101-105.
• BENNETT, Blythe Allison. Virtual Reference Desk Incubator: A Demo . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• BENNETT, David; CORINTH, Jackie; NIXON, Carol. Verbots for library Web sites. En Annual Computers in Libraries Conference (17. 2002. Washington). Medford, NJ: Information Today, 2002, p. 7
• BENNETT, Denise Beaubien; CENZER, Pamela S.; KIRK, Paul. A class assignment requiring chat-based reference. Reference and User Services Quarterly, 2004, vol. 44, n. 2, p. 149-163.
• BOBROWSKY, Tammy; BECK, Lynne; GRANT, Malaika. The chat reference interview: practicalities and advice. The Reference Librarian, 2005, n. 89/90, p. 179-191.
• BOOTH, Char. Developing Skype-based reference services. Internet Reference Services Quarterly, 2008, vol. 13, n. 2-3, p. 147-165.
• BRAXTON, Susan M.; BRUNSDALE, Maureen. Email Reference as Substitute for Library Receptionist . The Reference Librarian, 2004, vol. 41, n. 85, p. 19-31.
• BREITBACH, William; MALLARD, Matthew; SAGE, Robert. Using Meebo's embedded IM for academic reference services: A case study. Reference Services Review, 2009, vol. 37, n. 1, p. 83-98.
• BRIDGEWATER, Rachel; COLE, Meryl B. Instant messaging reference : a practical guide. Oxford: Chandos, 2009.
• BROUGHTON, Kelly. Our Experiment in Online, Real-Time Reference . Computers in libraries, 2001, vol. 21, n. 4. Disponible en http://www.infotoday.com/cilmag/default.shtml.
• BROWN, Mitchell. Library toolbars for use and development. Library Hi Tech News, 2007, n. 8, p. 33-35.
• BUCKLAND, Amy; GODFREY, Krista. Gimmick or groundbreaking? Canadian academic libraries using chat reference in multi-user virtual environments. En IFLA General Conference and Council (74. 2008. Quebec). Quebec: IFLA, 2008. Disponible en http://www.ifla.org/IV/ifla74/papers/158-Buckland_Godfrey-en.pdf [consultado el 08/04/2009].
• BURICH, Nancy J.; DEVLIN, Frances A. Hawkhelp: from chat to a student services portal. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 81-98.
• CAHILL, Kay. Building a virtual branch at Vancouver Public Library using Web 2.0 tools. Program: electronic library and information systems, 2009, vol. 43, n. 2, p. 140-155.
• CAIRNS, Virginia; SIMMONS, Beverly. Email is SO five minutes ago: implementing IM reference at UTC Lupton. Tennessee Libraries, vol.57, no.1, 2007, vol. 57, n. 1, p. s.d. Disponible en http://www.tnla.org.
• CAMPBELL, Kathy A.; JONES, Marie F.; SHUTTLE, Jerry. Chat reference: one university's experience. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 297-309.
• CAMPBELL, Sandra. Oxford Reference Online and Xreferplus: a comparison. Refer, 2007, vol. 23, n. 1, p. 2-6.
• CARRAWAY, Shawn; PAYNE, Susan. Implementing RAKIM open source chat reference software. Computers in Libraries, 2005, vol. 25, n. 5, p. 10, 12, 14-15.
• CARTER, David S. Hurry up and wait: observations and tips about the practice of chat reference. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 113-120.
• CATHCART, Rachael A. Podcasting and Reference: Friend or Foe? The Reference Librarian, 2007, vol. 47, n. 97, p. 119-120.
• CERVONE, H. Frank. Open source software to support distance learning library services. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 147-158.
• CICHANOWICZ, Edana McCaffery. Live reference chat from a customer service perspective. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 27-32.
• CICHANOWICZ, Edana Mccaffery; NAN, Chen. Planning for multilingual chat reference service in a suburban public library system. The Reference Librarian, 2004, n. 85, p. 115-126.
• CIGALE, George. Partners in advocacy. Library Journal, 2005, vol. 130, n. 13, p. 46-48.
• COERS, R. Binnenkort: de chattende inlichtingenmedewerker= Coming soon: the chatting information service. BibliotheekBlad, 2001, vol. 5, n. 14, p. 9.
• COFFMAN, Steven. We'll take it from here: further developments we'd like to see in virtual reference software. Information Technology and Libraries, 2001, vol. 20, n. 3, p. 149-153.
• CONNOR, E. Real-time reference: the use of chat technology to improve point of need assistance. Medical reference services quarterly, 2002, vol. 21, n. 4, p. 1-14.
• COURTNEY, Nancy (ed.). Library 2.0 and beyond: innovative technologies and tomorrow's user. Westport: Libraries Unlimited, 2007.
• CROFT, Rosie; EICHENLAUB, Naomi. E-mail reference in a distributed learning environment: best practices, user satisfaction, and the reference services continuum. Journal of Library Administration, 2006, vol. 45, n. 1/2, p. 117-147.
• CURTIS, Donnelyn; GREENE, Araby. A university-wide, library-based chat service. Reference Services Review, 2004, vol. 32, n. 3, p. 220-233.
• DAVIS, Kate. AskNow Instant Messaging: innovation in virtual reference. Australian Library Journal, 2007, vol. 56, n. 2, p. 152-174.
• DE JONG, M. Chattende inlichtingenwerker? =Chatting with the reference librarian? BibliotheekBlad, 2001, vol. 5, n. 15/16, p. 15.
• DEE, Cheryl R.; NEWHOUSE, Joshua D. Digital chat reference in health science libraries: challenges in initiating a new service. Medical reference services quarterly, 2005, vol. 24, n. 3, p. 17-27.
• DESAI, Christina M. Instant messaging reference: how does it compare? The Electronic Library, 2003, vol. 21, n. 1, p. 21-30.
• DESAI, Christina M; FAGAN, Jody; NIXON, Carol. Instant messaging reference. En Annual Computers in Libraries Conference (17. 2002. Washington). Medford, NJ: Information Today, 2002, p. 52-59
• DESAI, Christina M.; GRAVES, Stephanie J. Instruction via Instant Messaging reference: what's happening? The Electronic Library, 2006, vol. 24, n. 2, p. 174-189.
• DEVOE, Kristina M. Chat widgets: placing your virtual reference services at your user's point(s) of need. The Reference Librarian, 2008, vol. 49, n. 1, p. 99-101.
• DINBERG, Donna; GORDON, Cary; MCCLENNEN, Michael; PENKA, Jeffrey. Gearing up for NetRef. En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org [consultado el 08/04/2009].
• DOAN, Tomalee; FERRY, Kristine. Instant messaging (IM): providing services and enhancing communication. Journal of Business and Finance Librarianship, 2006, vol. 12, n. 2, p. 17-22.
• DOEK, Alice. Chatten met de informatiebalie: een-op-een= Chatting to the information desk: one to one. Informatie Professional, 2004, vol. 8, n. 7/8, p. 18-20.
• ENGLE, M. O. Using World Wide Web software for reference and instruction. Internet Reference Services Quarterly, 1996, vol. 1, n. 2, p. 7-15.
• ERDMAN, Jacquelyn. Reference in a 3-D Virtual World: Preliminary Observations on Library Outreach in "Second Life". The Reference Librarian, 2007, vol. 47, n. 98, p. 29-39.
• EVANS, Beth. Your Space or MySpace? Library Journal Net Connect, 2006, vol. 131, p. 8-12.
• FAGAN, J. C.; CALLOWAY, M. Creating an instant messaging reference system. Information Technology and Libraries, 2001, vol. 20, n. 4, p. 202-212.
• FAGAN, Jody Condit. Site search and instant messaging reference: a comparative study. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 167-182.
• FAGAN, Jody Condit. Virtual reference software comparative review. The Charleston Advisor, 2004, vol. 6, n. 4, p. 16.
• FAGAN, Jody Condit; DESAI, Christina M. Communication strategies for instant messaging and chat reference services. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 121-155.
• FALCATO, Pedro. Sistema de ayuda para la redacción de mensajes en un servicio de referencia por correo electrónico. Información, cultura y sociedad, 2005, n. 13, p. 11-28.
• FARKAS, Meredith G. Embedded Library, Embedded Librarian: Strategies for Providing Reference Services in Online Courseware. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 53-64.
• FARKAS, Meredith G. Tools for synchronous online reference. En Farkas, Meredith G.Social software in libraries. Medford: Informarion Today, 2007, p. 149-166.
• FISHMAN, D. L. Managing the virtual reference desk: how to plan an effective reference e-mail system. Medical reference services quarterly, 1998, vol. 17, n. 1, p. 1-10.
• FLYNN, David A. Seeking peer assistance: Use of e-mail to consult weak and latent ties. Library and information science research, 2005, vol. 27, n. 1.
• FORSTER, Shirley. Using instant messaging for online reference service. Australian Library Journal, 2006, vol. 55, n. 2, p. 147-158.
• FORSYTH, Ellen. Using wireless devices to enhance reference and information services. Australian Library Journal, 2006, vol. 55, n. 4, p. 317-324.
• FRANCOEUR, Stephen. An analytical survey of chat reference services. Reference Services Review, 2001, vol. 29, n. 3, p. 189-204.
• FRANCOEUR, Stephen. The IM Cometh: The Future of Chat Reference. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 65-80.
• GAMBLES, A. The development and launch of the HeadLine Personal Information Environment. Information Technology and Libraries, 2000, vol. 19, n. 4, p. 199-205.
• GARNSEY, A. Beth; POWEL, Ronald R. Los servicios de referencia a través del correo electrónico en la biblioteca pública. Boletín de la Asociación Andaluza de Bibliotecarios, 2003, vol. 18, n. 71, p. 57-76.
• GILES, Nicola; GREY-SMITH, Sue. Txting librarians @ Curtin. En Information Online 2005. Sydney: Australian Library and Information Association, 2005. Disponible en http://conferences.alia.org.au [consultado el 08/04/2009].
• GONZÁLEZ FERNÁNDEZ-VILLAVICENCIO, Nieves; BARRERA GÓMEZ, Juan Antonio; GÓMEZ FERNÁNDEZ, María José; MOSCOSO CASTILLO, Miriam; SANTOS FLORES, Victoria; SUÁREZ SAMANIEGO, Marta. Referencia virtual en la Biblioteca de la Universidad de Sevilla: una experiencia colectiva. El profesional de la información, 2009, vol. 18, n. 6, p. 633-641.
• GRAVES, Stephanie J.; DESAI, Christina M. Instruction via chat reference: does co-browse help? Reference Services Review, 2006, vol. 34, n. 3, p. 340-357.
• HAINES, A.; GRODZINSKI, A. Web forms: improving, expanding, and promoting remote reference services. College and Research Libraries News, 1999, vol. 60, n. 4, p. 271-272.
• HALL, Stephanie. Collaborative chat reference service effectiveness varies by question type for public library patrons. Evidence Based Library and Information Practice, 2008, vol. 3, n. 1, p. 72-74.
• HERMAN, Sonia. SMS reference: keeping up with your clients. The Electronic Library, 2007, vol. 25, n. 4, p. 401-408.
• HIBNER, Holly. The Wireless Librarian: Using Tablet PCs for Ultimate Reference and Customer Service: A Case Study. Library Hi Tech News, 2005, vol. 22, n. 5, p. 19-22.
• HILL, J. B.; MADARASH-HILL, Cherie; SHERMAN, Dayne. Text Messaging in an Academic Library: Integrating SMS into Digital Reference. The Reference Librarian, 2007, vol. 47, n. 97, p. 17-29.
• HILLYER, Nora; PARKER, Linda L. Video reference: it's not your typical virtual reference: video reference services for South Campus at the University of Nebraska at Omaha. Internet Reference Services Quarterly, 2006, vol. 11, n. 4, p. 41-54.
• HIRKO, Buff. Get Vendor Savvy. Library Journal Net Connect, 2004, vol. 129, p. 12-14.
• HIRKO, Buff. Live, Digital Reference Marketplace. Library Journal Net Connect, 2002, n. 15 Oct, p. s.d. Disponible en http://www.libraryjournal.com.
• HOAG, T. J.; CICHANOWICZ, E. M. Going prime time with live chat reference. Computers in Libraries, 2001, vol. 21, n. 8, p. 40-44.
• HODGES, Alex R.; MEIMAN, Meg. IM is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging. Technical Services Quaterly, 2009, vol. 26, n. 3, p. 199-206.
• HUTCHINSON, A. R. Xreferplus: digital reference library. Choice: Current Reviews for Academic Libraries, 2006, vol. 43, n. 8, p. 1368.
• JESUDASON, Melba. Outreach to student-athletes through e-mail reference service. Reference Services Review, 2000, vol. 28, n. 3, p. 262-268.
• JOINT, Nicholas. Virtual reference, Second Life and traditional library enquiry services: ANTAEUS. Library Review, 2008, vol. 57, n. 6, p. 416-423.
• JUNTUMAA, Jouni. Kysy mita vain radiossa= Ask anything on the radio. Kirjastolehti, 2004, n. 2, p. 20.
• KASKE, Neal; ARNOLD, Julie. Lessons Learned by Chat Service Providers Regarding the Quality and Type of Service Provided . En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org/ [consultado el 08/04/2009].
• KAZMER, Michelle M.; BURNETT, Gary; DICKEY, Michael H. Identity in customer service chat interaction: Implications for virtual reference. Library and Information Science Research, 2007, vol. 29, n. 1, p. 5-29.
• KERN, M. Kathleen. Chat it up! Extending reference services to assist off-campus students. Journal of Library Administration, 2004, vol. 41, n. 1/2, p. 217-226.
• KHOO, Christopher S. G.; POO, Danny C. C.; TECK-KANG TOH . E-Referencer: Transforming Boolean OPACs to Web Search Engines. En IFLA General Conference and Council (65. 1999. Bangkok). Bangkok: IFLA, 1999. Disponible en http://www.ifla.org/IV/ifla65/papers/010-143e.htm [consultado el 08/04/2009].
• KIMMEL, S.; HEISE, J. Being there: tools for online synchronous reference. Online, 2001, vol. 25, n. 6, p. 30, 36, 38-39.
• KLASSEN, T. Usenet as a reference tool. Reference Services Review, 1995, vol. 23, n. 2, p. 13-16.
• KWON, Nahyun. Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type. Library and Information Science Research, 2007, vol. 29, n. 1, p. 70-91.
• LADENSON, Sharon. E-Mail Reference: Improving Service by Working Cooperatively . The Reference Librarian, 2003, vol. 40, n. 83-84, p. 183-191.
• LANDIS, Cliff. Friending our Users: Social Networking and Reference Services. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 81-90.
• LEDERER, Naomi. E-mail reference: who, when, where, and what is asked. The Reference Librarian, 2001, n. 74, p. 55-73.
• LEE, Ian J. Do virtual reference librarians dream of digital reference questions?: a qualitative and quantitative analysis of e-mail and chat reference. AARL Australian Academic & Research Libraries, 2004, vol. 35, n. 2, p. 95-109.
• LLORET ROMERO, Nuria; SELLÉS CAROT, Alicia; MAÑAS CARBONELL, Moisés; CANET CENTELLAS, Fernando. Integración de servicios de referencia digital con la gestión de una biblioteca: experiencias basadas en Koha. El profesional de la información, 2009, vol. 18, n. 6, p. 654-659.
• LUKASIEWICZ, Adrianna. Exploring the role of digital academic libraries: Changing student needs demand innovative service approach. Library Review, 2007, vol. 56, n. 9, p. 821-827.
• LUO, Lili. Chat reference competencies: identification from a literature review and librarian interviews. Reference Services Review, 2007, vol. 35, n. 2, p. 195-209.
• LUO, Lili. Chat reference evaluation: a framework of perspectives and measures. Reference Services Review, 2008, vol. 36, n. 1, p. 71-85.
• LUPIEN, Pascal. Virtual reference in the age of pop-up blockers, firewalls, and Service Pack 2. Online, 2006, vol. 30, n. 4, p. 14-19.
• MANESS, Jack M. A Linguistic Analysis of Chat Reference Conversations with 18–24 Year-Old College Students . The Journal of Academic Librarianship, 2008, vol. 34, n. 1, p. 31-38.
• MANUEL, Sue. Weblog use in information and enquiries service provision. Assignation, 2005, vol. 22, n. 2, p. 5-7.
• MARTÍNEZ USERO, José Ángel. Nuevas tecnologías para nuevas bibliotecas: desarrollo de servicios de información electrónica. Buenos Aires: Alfagrama, 2007.
• MATHEWS, Brian S. Libraries' Place in Virtual Social Networks . Journal of Web Librarianship, 2007, vol. 1, n. 2, p. 71-74.
• MCGEACHIN, R. B. Videoconferencing and remote application sharing for distant reference service. The Reference Librarian, 1999, n. 65, p. 51-60.
• MEOLA, Marc; STORMONT, Sam. Real-Time reference service for the remote user: from the telephone and electronic mail to Internet chat, instant messaging, and collaborative software. The Reference Librarian, 1999, n. 67-68.
• MERLO VEGA, José Antonio. Bibliotecas y web social. Educación y biblioteca, 2007, n. 161, p. 62-124.
• MITCHELL, Eleanor; WATSTEIN, Sarah Barbara. The dimensions of reference and instructional services and the challenge of keeping up. Reference Services Review, 2008, vol. 36, n. 2, p. 117-118.
• NELSON, Megan S. Initiating engineering outreach reference services: background and practice. Reference Services Review, 2007, vol. 35, n. 2, p. 265-284.
• NORTHRUP, Lori. MeeboMe! for Embedded Chat Reference: Patron-Initiated Encounters without Downloads or Accounts. College & Undergraduate Libraries, 2008, vol. 15, n. 3, p. 357-363.
• NYBRATEN, Frank Robert; ARNTZEN, Jonas Svartberg. Participation and interaction. Scandinavian Public Library Quarterly, 2007, vol. 40, n. 1, p. 14-15.
• OLIVARES, Olivia. Helping You Buy: Virtual Reference Systems. Computers in Libraries, 2004, vol. 24, n. 5, p. 25-29.
• OVADIA, Steven. Real-time chat reference and the importance of text-chat. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 157-161.
• PEARCE, Linda. Reserving workstations on a local area network: development of a LAN booking system. Campus-Wide Information Systems, 1993, vol. 10, n. 2, p. 32-36.
• POMERANTZ, Jeffrey. A conceptual framework and open research questions for chat-based reference service. Journal of the American Society for Information Science and Technology, 2005, vol. 56, n. 12, p. 1288-1302.
• POMERANTZ, Jeffrey; STUTZMAN, Frederic. Lyceum: A Blogsphere for Library Reference. Chapel Hill, NC: University of North Carolina at Chapel Hill, School of Information and Library Science, 2004.
• PORTER, Susan. Chat: from the desk of a subject librarian. Reference Services Review, 2003, vol. 31, n. 1, p. 57-67.
• POWELL, Carol A.; BRADIGAN, Pamela S. E-Mail reference services: characteristics and effects on overall reference services at an academic health sciences library. Reference and User Services Quarterly, 2001, vol. 41, n. 2, p. 170-178.
• PREVIDI, Fabio; FERRARIN, Maurizio; SAVARESI, Sergio M.; BITTANTI, Sergio. Closed-loop control of FES supported standing up and sitting down using Virtual Reference Feedback Tuning: Modelling and Control of Biomedical Systems. Control Engineering Practice, 2005, vol. 13, n. 9, p. 1173-1182.
• PULLIAM, Beatrice R.; MCMULLEN, Susan. RYT: are you there? A consortium's switch to IM reference. College and Undergraduate Libraries, 2006, vol. 13, n. 4, p. 55-74.
• REEVES, Linda Andrews. Trying it on for size: piloting synchronous online reference service with Elluminate vClass. Internet Reference Services Quarterly, 2005, vol. 10, n. 2, p. 19-33.
• RIOS, Gabriel. Creating a "Virtual Expert" Presence in the Hospital Library. Journal of Hospital Librarianship, 2008, vol. 8, n. 4, p. 457-463.
• RIOS, Gabriel R. PDA librarian. Reference Services Review, 2004, vol. 32, n. 1, p. 16-20.
• ROBINSON, Kathryn. Point-of-need customer service: Mobile service using wireless technology. Journal of access services, 2005, vol. 3, n. 2, p. 1-14.
• RONAN, Jana; REAKES, Patrick; OCHOA, Marilyn. Application of reference guidelines in chat reference interactions: a study of online reference skills. College and Undergraduate Libraries, 2006, vol. 13, n. 4, p. 3-30.
• RUSSELL, John. Wikis and Collaborative Reference Services. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 99-105.
• SALA, Antonio. Integrating virtual reference feedback tuning into a unified closed-loop identification framework. Automatica, 2007, vol. 43, n. 1, p. 178-183.
• SALA, Antonio; ESPARZA, Alicia. Extensions to virtual reference feedback tuning: A direct method for the design of feedback controllers. Automatica, 2005, vol. 41, n. 8, p. 1473-1476.
• SCALES, B. Jane; CUMMINGS, Lara. Web conferencing software. Library Hi Tech News, 2009, vol. 26, n. 9, p. 7-9.
• SCHNEIDER, Karen G. My Patron Wrote Me a Letter: The Joy of E-Mail Reference. American Libraries, 2000, vol. 31, n. 1, p. 96.
• SCHNELL, E. H. A Gopher on the reference desk. Medical reference services quarterly, 1994, vol. 13, n. 4, p. 1-12.
• SEADLE, Michael. Mental models for personal digital assistants (PDAs) . Library hi tech, 2003, vol. 21, n. 4, p. 390-392.
• SEKYERE, Kwabena. Embedding an IM Widget in Research Databases: Helping Users at Their Point-of-Need. Electronic Journal of Academic and Special Librarianship, 2009, vol. 10, n. 2.
• SEOANE GARCÍA, Catuxa; BARRERO ROBLEDO, Vanesa. La evolución de los servicios de referencia digitales en la Web 2.0. En Congreso de ANABAD (7. 2008. Madrid). Madrid: ANABAD, 2008, p. 395-411
• SMITH, Michael M.; PIETRASZEWSKI, Barbara A. Enabling the roving reference librarian: wireless access with tablet PCs. Reference Services Review, 2004, vol. 32, n. 3, p. 249-255.
• STAHR, Beth. SMS library reference service options. Library Hi Tech News, 2009, vol. 26, n. 3/4, p. 13-15.
• STEINER, Heidi. Reference utility of social networking sites: options and functionality. Library Hi Tech News, 2009, vol. 26, n. 5/6, p. 4-6.
• STEINER, Sarah K.; LONG, Casey M. What Are We Afraid of? A Survey of Librarian Opinions and Misconceptions Regarding Instant Messenger. The Reference Librarian, 2007, vol. 47, n. 97, p. 31-50.
• STEPHENS, Michael; GORDON, Rachel Singer. IM-FASTER virtual reference on the cheap! Computers in Libraries, 2006, vol. 26, n. 4, p. 36-37.
• STORMONT, Sam; KERN, M. Kathleen. Looking to connect: technical challenges that impede the growth of virtual reference. Reference & User Services Quarterly, 2007, vol. 47, n. 2, p. 114-119.
• STRAUBER, Christopher. Handhled computers in libraries. En Courtney, Nancy (ed.). Library 2.0 and beyond: innovative technologies and tomorrow's user. Westport: Libraries Unlimited, 2007, p. 49-61.
• TANG, R; CALARCO, Pv; FAGAN, Jc; STORMONT, S; CASSON, R. Virtual Reference Services: Exploring the Open Source Options. En Proceedings of the American Society for Information Science and Technology. Silver Spring, Maryland : ASIST, 2002, p. 496. Disponible en http://www.asis.org/Conferences/AM02/index.html [consultado el 08/04/2009].
• THEISS-WHITE, Danielle; DALE, Jenny; FRITCH, Melia Erin; BONELLA, Laura; COLEMAN, Jason. IM'ing Overload: Libraryh3lp to the Rescue. Library Hi Tech News, 2009, vol. 26, n. 1-2, p. 12-17.
• TINNIN, N.; BUCKSTEAD, J.; RICHARDSON, K. Remote reference by microcomputer: setup and installation. En Conference Proceedings. Central Michigan University (Mount Pleasant, Michigan. 1998). Mount Pleasant, Michigan: Central Michigan University , 1998,
• TOMAIUOLO, Nicholas G. Answers.com and Xrefer: the Chevy and Bimmer of ready reference. Searcher, 2005, vol. 13, n. 1, p. 44-50.
• VEN, Christian van der. Second Life: A Tool for Reference and International Understanding. Reference Librarian, 2008, vol. 49, n. 2, p. 149-161.
• VINE, R. Cyberpulse: software for interactive online reference service. Bibliotheca Medica Canadiana, 1998, vol. 20, n. 2, p. 83-84.
• WALLACE, Valeri; GEOGHEGAN, Bob. Secure Virtual Reference From Home: Fast, Easy & Cheap . Annual Digital Reference Conference, 2003, n. 5.
• WALLACE, Valeri; GEOGHEGAN, Bob. Swapping Horses: Considerations for Switching Digital Reference Software . Annual Digital Reference Conference, 2003, n. 5.
• WARD, David. Chat reference: new challenges for a new service. Internet Reference Services Quarterly, 2005, vol. 10, n. 1, p. 95-97.
• WARD, David. How much is enough? Managing chat length. Internet Reference Services Quarterly, 2005, vol. 10, n. 2, p. 89-93.
• WARD, David. Instant Messaging and chat reference. Internet Reference Services Quarterly, 2006, vol. 11, n. 1, p. 103-106.
• WARD, David. Why users choose chat: a survey of behavior and motivations. Internet Reference Services Quarterly, 2005, vol. 10, n. 1, p. 29-46.
• WASIK, Joann M. Commercial Digital Reference and AskA Services. The Virtual Reference Desk, 1998.
• WESTBROOK, Lynn. Chat reference communication patterns and implications: applying politeness theory. Journal of Documentation, 2007, vol. 63, n. 5, p. 638-658.
• WOOD, M. Sandra. Medical Librarian 2.0: Use of Web 2.0 Technologies in Reference Services. Binghamton: The Haworth Press, 2007.
• YUE, Joseph. The Use Of ICQ In Providing Real Time Reference Services . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].

6. Servicios públicos de referencia digital

Documentos sobre servicios ofrecidos por bibliotecas públicas y entidades bibliotecarias pertenecientes a los diferentes niveles de la administración; servicios de referencia abiertos a todos los ciudadanos.

• Nueva versión de Pregunte, las bibliotecas responden. Correo bibliotecario, 2007, n. 98, p. 26-27.
• Pregunte. Anaquel, 2002, n. 17, p. 11.
• Pregunte, las bibliotecas responden: nuevo servicio cooperativo de información en Internet. Correo Bibliotecario, 2000, n. 43, p. 5.
• ABCARTOS, Jean-Pascal. Le bureau d'assistance centralisé: une hot-line á la Bibliothéque Nationale de France? Bulletin des bibliothèques de France, 2000, vol. 45, n. 4, p. 4-10.
• ACCART, Jean-Philippe. Le Guichet virtuel sur la Suisse : valoriser les compétences et les ressources. Arbido, 2007, n. 2, p. 61-63.
• ACCART, Jean-Philippe. Guichets virtuels: haut niveau de références. Archimag, 2004-2005, n. 180, p. 32-33.
• ACCART, Jean-Philippe. The SwissInfoDesk experiment: the building of a website subject gateway as a contributive part of a virtual reference desk. Collection Building, 2006, vol. 25, n. 4, p. 134-138.
• ACCART, Jean-Philippe. SwissInfoDesk: the Virtual Reference Desk Project of the Swiss National Library. New Library World, 2006, vol. 107, n. 5/6, p. 228-237.
• ACCART, Jean-Philippe. Une question sur la Suisse ?: SwissInfoDesk. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/030f-Accart.pdf [consultado el 08/04/2009].
• AHMED, Terry T.; WILLARD, Carolyn; ZORN, Marcia. Automated customer service at the National Library of Medicine. First Monday, 2006, vol. 11, n. 11, p. s.d. Disponible en http://firstmonday.org.
• ANDRESEN, Leif. Bibliotek.dk Visit your library from home: Better quality and more information . Scandinavian Public Library Quarterly, 2002, vol. 35, n. 1, p. s.d. Disponible en http://www.splq.info.
• ASK HERE PA: LARGE-SCALE SYNCHRONOUS VIRTUAL REFERENCE FOR PENNSYLVANIA. Mariner, Vince. Resource Sharing and Information Networks, 2008, vol. 19, n. 1-2, p. 63-70.
• BAILEY-HAINER, Brenda. Collaborative virtual reference in Colorado. Colorado Libraries, 2003, vol. 29, n. 1, p. 15-18.
• BANHEGYI, Zsolt. Digital reference in the USA . Konyvtari Figyelo (Library Review), 2001, vol. 2001, n. 4, p. 694-698.
• BARTOLINI, Laurie. The evolution of virtual reference in Illinois. Illinois Libraries, 2005, vol. 85, n. 4, p. 56-57.
• BAUM, Jenny; LYONS, Kate. Predicting the success of commercial AskA services in the United States and abroad. The Reference Librarian, 2004, n. 85, p. 81-89.
• BAZIN, Patrick. Le Guichet du Savoir. Arbido, 2005, vol. 20, n. 6, p. 9-11.
• BAZIN, Patrick. The Guichet du Savoir: A service for knowledge sharing and a driving force for change. Library Management, 2006, vol. 27, n. 5, p. 423-429.
• BELL, Lori; PETERS, Tom; RUDA, Sharon; SUSSMAN, Diana Brawley. InfoEyes: a virtual reference service for the visually impaired. Library Hi Tech News, 2004, vol. 21, n. 6, p. 5-11.
• BENEDETTI, Fabrizia. Chiedilo al bibliotecario. Biblioteche Oggi, 2003, vol. 21, n. 2, p. 15-23.
• BERUBE, Linda. Ask Live! UK public libraries and virtual collaboration. Library and Information Research News, 2003, vol. 27, n. 86, p. 43-50.
• BERUBE, Linda. Collaborative digital reference: an Ask a Librarian (UK) overview. Program, 2004, vol. 38, n. 1, p. 29-41.
• BERUBE, Linda. People'e Network Enquire: virtual reference in England. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/028e-Berube.pdf [consultado el 08/04/2009].
• BIERMA, L. The Illinois FirstSearch project. Illinois Libraries, 1995, vol. 77, n. 4, p. 210-217.
• BOBOWSKI, Alan; MEIZNER, Kathie; GILMAN, Franice; NIXON, Carol. Collaborative IT planning at Montgomery County Public Library, Maryland. En Annual Computers in Libraries Conference (17. 2002. Washington). Medford, NJ: Information Today, 2002, p. 8
• BRANDORFF, Gunter. Al@din weiss alles. Drei Jahre erfolgreicher Informationsdienst der niederlandischen Bibliotheken= Al@din knows everything: three years of successful information service by the Netherlands libraries. BuB Forum Bibliothek und Information, 2005, vol. 57, n. 11/12, p. 780-782.
• BROMBERG, P. Managing a statewide virtual reference service: how Q and A NJ works. Computers in Libraries, 2003, vol. 23, n. 4, p. 26-31.
• BROMBERG, Peter; HYMAN, Karen. I Am Ecstatic About the Whole Darn Thing!: Customer feedback and lessons learned at Q and A NJ, New Jersey’s 24/7 live virtual reference service. Annual Digital Reference Conference, 2003, n. 5.
• BURY, Stephen. The British Library Experience. En Annual Digital Reference Conference (3. 2001. Orlando). Setting standards and making it real. Orlando: Virtual Reference Desk, 2001, p. s.d.
• CHAN, Ben. 24-Hour Reference Service. Library + Information Update, 2005, vol. 4, n. 6, p. 24-26.
• CHAUDHRY, Abdus Sattar; JEANNE, Chua. Call centres for enhanced reference services: a comparison of selected library call centres and the Reference Point at National Library of Singapore. Library Review, 2004, vol. 53, n. 1, p. 37-49.
• COERS, Rob. Chatservice in Delft= Chatroom services at Delft. BibliotheekBlad, 2003, vol. 7, n. 21/22, p. 19.
• COERS, Rob. Plinklet en chat: Vredespaleis opent haar deuren= Plinklet and chat: the Peace Palace opens its doors. BibliotheekBlad, 2004, vol. 8, n. 7, p. 11.
• COLSTON, Dale E.; LISA, David M.; SWEET, Marianne F. Q and A NJ: service design and impact. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 49-69.
• COLVIN, Gloria. Florida libraries go live: a look at chat reference services. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 107-116.
• CUADRADO FERNÁNDEZ, María Isabel; RIVERA DÍAZ, Eva. Pregunte: las bibliotecas responden. Servicio de referencia virtual de las bibliotecas públicas españolas. El profesional de la información, 2009, vol. 18, n. 6, p. 642-648.
• DALGAARD, Birgitte. Stor success med sma skonhedsfejl= Great success with small imperfections. Bibliotekspressen, 2005, vol. 26, n. 2, p. 6-9.
• DAUGAARD, Vera. The Co-operation Across Cultures in Public And Stientific Libraries: The Cooperation In Net Librarian / BiblioteksVagten: A Danish Ask The Librarian Service. En IFLA General Conference and Council (69. 2003. Berlín). Berlín: IFLA, 2003,
• DAUGAARD, Vera. Net Librarian: A Danish National Online Information Service. En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
• DAUGAARD, Vera; KRAG, S. D. Net Librarian.dk: a joint project. Scandinavian Public Library Quarterly, 2003, vol. 36, n. 1, p. 8-11.
• DAVIS, Kate. AskNow Instant Messaging: innovation in virtual reference. Australian Library Journal, 2007, vol. 56, n. 2, p. 152-174.
• DE JONG, Martin. Welke gevolgen heeft al@din voor bibliotheken?= What effects will Al@din have on public libraries? BibliotheekBlad, 2003, vol. 7, n. 25/26, p. 13.
• DUAGAARD, Vera. Net librarian: Danish net based information service. Scandinavian Public Library Quarterly, 2000, vol. 33, n. 2, p. 7-9.
• DYRBYE, Holger; ERLANDSEN, Poul; POULSEN, Gert; SONDERGAARD, Peter. Virtuel reference og biblioteker i USA= Virtual reference and libraries in the USA. DF Revy, 2005, vol. 28, n. 2, p. 4-9.
• EASTELL, Ciara. Answers Now: from Somerset to. Public Library Journal, 2004, vol. 19, n. 4, p. 27-29.
• EIK, Solveig. Hi, what can I do for you? New roles for the librarian behind the scenes at the library. Scandinavian Public Library Quarterly, 2003, vol. 36, n. 1, p. 4-7.
• FENNEWALD, Joseph; MOYO, Lesley M.; PROBST, Laura K.; WARE, Susan A. Ask a Penn State librarian, live: virtual reference service at Penn State. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 281-295.
• FLAGG, Gordon. Libraries Launch 24/7 E-Reference Service. American Libraries, 2001, vol. 32, n. 7, p. 16.
• FREDERIKSEN, L. Ask a Librarian: implementing a virtual reference project in Washington State. PNLA Quarterly, 2003, vol. 67, n. 3, p. 5.
• FULLERTON, Vera. E-mail Reference: Refocus and Revise. Experiences from Gelman Library. En IFLA General Conference and Council (67. Boston. 2001). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/056-98e.pdf [consultado el 08/04/2009].
• GAUDER, B.; HERMES, F.; KRESH, D.; HIRKO, D.; O'NEILL, N. Reference cooperative expands with QuestionPoint. OCLC Newsletter, 2002, n. 258, p. 4-11.
• GAUDER, Brad. Bringing virtual reference to library users in Canada. OCLC Newsletter, 2003, n. 261, p. 21-23.
• GAUDET, Franceen. Virtual Reference Canada (VRC): A Canadian service in a multicultural environment. En IFLA General Conference and Council (68. 2002. Glasgow). Glasgow: IFLA, 2002. Disponible en http://www.ifla.org/IV/ifla68/papers/004-128e.pdf [consultado el 08/04/2009].
• GENTILINI, Virginia; MENARBIN, Enrica. Quali domande? Biblioteche Oggi, 2003, vol. 21, n. 2, p. 23-27.
• GOTTESMAN, Laura; KRESH, Diane; TAKAGI, Kazuko. QuestionPoint: collaboration between the Library of Congress and the Online Computer Library Center (OCLC): an update. Journal of Information Processing and Management, 2004, vol. 47, n. 8, p. 535-540.
• GREENE, Louise; THOMPSON, Joseph. What Went Right? Customer Service and Repeat Users at Maryland AskUsNow! En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org/ [consultado el 08/04/2009].
• HAKLI, P. The Virtual Reference Station Concept in Finland - a Case Study. Survey Review, 2007, vol. 39, n. 304, p. 145-155.
• HATTERY, M. Computers in libraries: virtual reference plus dead and emerging technologies. Information Retrieval and Library Automation, 2002, vol. 37, n. 11, p. 1-5.
• HATTERY, M. Reference service in a digital age: three projects. Information Retrieval and Library Automation, 1999, vol. 34, n. 9, p. 1-2.
• HELFER, D. S. Virtual reference in libraries: remote patrons heading your way? Searcher, 2001, vol. 9, n. 2, p. 67-70.
• HERMOSILLA MORENO, Antonia Dolores; PEÑALVER MARTÍNEZ, Ángel. ¿Bibliotecarios respondiendo a bibliotecarios?: las consultas y fuentes de información sobre bibliotecas y documentación en Pregunte, las bibliotecas responden. En Congreso Nacional de Bibliotecas Públicas (3.2006. Murcia). Murcia: Ministerio de Cultura, 2006, p. 430-441. Disponible en http://travesia.mcu.es [consultado el 08/04/2009].
• HERZOG, Susan; WISE, Suzanne. Integrating a New Service: One Library's Experience with Digital Reference. North Carolina Libraries, 2003, vol. 61, n. 4, p. 152-153.
• HIRKO, Buff. Building networks, building trust: Statewide Virtual Reference. Advances In Librarianship, 2005, vol. 29, p. 159-186.
• HOIVIK, Tord. Public libraries in the Norwegian reference market. New Library World, 2007, vol. 108, n. 9/10, p. 396-406.
• HORNIG, Leo. Al@din: de digitale informatiedienst van openbare bibliotheken = Al@din: the digital information service from public libraries. Informatie Professional, 2003, vol. 7, n. 1, p. 18-21.
• IRWIN, K. R. Professional reference service at the Internet Public Library with 'freebie' librarians. Searcher, 1998, vol. 6, n. 9, p. 21-23.
• IVANYI, Kristof; TOTH, Ferenc Tibor. Az informacioszolgaltatastol a tartalomszalgaltatasig: a LibInfo jelene es jovoje= From information service to content providing: the present and future of Libinfo. Tudomanyos es Muszaki Tajekoztatas, 2004, vol. 51, n. 7, p. 271-275.
• JIANZHONG, Wu; JIN, Xiaoming. A Dynamic Gateway to Information: electronic services at the Shanghai Library. Information Development, 2004, n. 20, p. 111-116.
• JONSBY, E. The virtual librarian answers your questions. Scandinavian Public Library Quarterly, 2000, vol. 33, n. 3, p. 20-22.
• JOSHI, I. AskUsQuestions.com. Live experienced librarians available over the Web. Unabashed Librarian, 2001, n. 118, p. 9-13.
• KASOWITZ, Abby S. AskA Service Question Submission Forms. The Virtual Reference Desk, 1998.
• KEYS, Jacki; WILSON, Fran. AskNow! Evaluating an Australian collaborative chat reference service: a project manager's perspective. Australian Academic and Research Libraries, 2004, vol. 35, n. 2, p. 81-94.
• KIERKEGAARD, E. Ugletip: en laesesal paa nettet. 'Owltips': a reference room on the Net. Bibliotekspressen, 2003, n. 6, p. 218-219.
• KLITKOU, N. QuestionPoint is the new concept in the field of reference work. Synopsis, 2002, vol. 33, n. 3, p. 159-162.
• KOFSKY, Charna. On-line reference service-Scarborough Public Library. Ontario Library Review, 1980, vol. 64, n. 4, p. 293-298.
• KRESH, Diane N. High touch and high tech: QuestionPoint as a model for the future of reference. Joho Kanri, 2002, vol. 45, n. 8, p. 553-564.
• KRESH, Diane Nester. Follow-up on the Collaborative Digital Reference Service Project. En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001,
• KRESH, Diane Nester. Library quality reference meets the World Wide Web. En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/131-151e.pdf [consultado el 08/04/2009].
• KRESH, Diane Nester. Offering high quality reference service on the Web. The Collaborative Digital Reference Service (CDRS). D-Lib Magazine, 2000, vol. 6, n. 6. Disponible en http://www.dlib.org.
• LAERKES, Berit; NIXON, Carol. Ask Olivia (Sporg Olivia): www.spoergolivia.dk: an Internet answering service for children. Internet Librarian International 2003 Collected Presentations, 2003, p. 236-240.
• LANKES, R. David. The Virtual Reference Desk: Building a Network of Expertise for America's Schools . The Virtual Reference Desk, 1998.
• LANKES, R. David. The Virtual Reference Desk: Question Interchange Profile. The Virtual Reference Desk, 1999.
• LONG, S. Partnerships: 'Q and A NJ' handles reference 24/7. Interface, 2002, vol. 24, n. 2, p. 4.
• LONGO, Brunella. I servizi di reference nell'era dell'accesso. Biblioteche Oggi, 2001, vol. 19, n. 3, p. 42-58.
• MARINER, Vince. Ask Here PA: Large-Scale Synchronous Virtual Reference for Pennsylvania. Resource Sharing and Information Networks, 2008, vol. 19, n. 1-2, p. 63-70.
• MARTÍN PERTÍÑEZ, Francisco J.; ROSALES UARO, María Helena. Nuevos sistemas de acceso a la información y referencia en bibliotecas: La Biblioteca Responde. En Jornadas Bibliotecarias de Andalucía (11. 2000. Sevilla). Sevilla: Asociación Andaluza de Bibliotecarios, 2000, p. 191-201
• MCCLELLAN, Cynthia S. Live reference in an Academic Health Sciences Library: the Q and A NJ experience at the University of Medicine and Dentistry of New Jersey Health Sciences Library at Stratford. Internet Reference Services Quarterly, 2003, vol. 8, n. 1/2, p. 117-126.
• MCGLAMERY, Susan; ULRICH, Paul S. Serving Patrons in Their Language, Not Just Ours. En IFLA General Conference and Council 73. 2007. Durban). Durban: IFLA, 2007. Disponible en http://www.ifla.org/IV/ifla73/papers/128-McGlamery_Ulrich-en.pdf [consultado el 08/04/2009].
• MCINERNY, Carmel; FIELDING, Elizabeth. A big Ask! Reference: time zones and the art of the cooperation. En Click 06 : ALIA 2006 Biennial Conference. Perth: ALIA, 2006. Disponible en http://conferences.alia.org.au/alia2006 [consultado el 08/04/2009].
• MERCER, Prue; DRACOULIS, Elizabeth. Creating National Collaborative Reference Services in Australia. En Annual Digital Reference Conference (6. 2004. Cincinnati). Creating a reference future. Cincinnati: Virtual Reference Desk, 2004. Disponible en http://webjunction.org [consultado el 08/04/2009].
• MERLO VEGA, José Antonio; SORLI ROJO, Angela. Pregunte a un bibliotecario: servicios de referencia en línea. Revista española de documentación científica, 2003, vol. 26, n. 1, p. 91-101.
• MON, Lorri; BISHOP, Bradley Wade; MCCLURE, Charles R.; MCGILVRAY, Jessica; MOST, Linda; MILAS, Theodore Patrick; SNEAD, John T. The Geography of Virtual Questioning. The Library Quarterly, 2009, vol. 79, n. 4, p. 393-420.
• MORIN, Alison. Approaching Best Practices and Guidelines for Digital Reference: From Virtual to Real – Lessons Learned from the Library of Congress . En Annual Digital Reference Conference (5. 2003. San Antonio). San Antonio: Virtual Reference Desk, 2003. Disponible en http://www.webjunction.org [consultado el 08/04/2009].
• MORIN, Nicolas. Un service de référence en ligne en temps réel. Biblioacid, 2005, vol. 2, n. 2, p. 13-17.
• MORTENSEN, M.; KRESH, D. I fingerspidskontakt med verden= In fingertip contact with the world. Bibliotekspressen, 2002, n. 11, p. 326-329.
• MOYO, L. M. Reference anytime anywhere: towards virtual reference services at Penn State. The Electronic Library, 2002, vol. 20, n. 1, p. 22-28.
• NIELSEN, Ellen. Research libraries in BiblioteksVagten.dk. DF Revy, 2004, vol. 27, n. 1, p. 24-25.
• NOTARIO URANGO, Juan. La Biblioteca de Castilla-La Mancha colaborará con la Biblioteca Central y Regional de Berlín en la prestación de servicios multilíngües de referencia virtual. Anaquel, 2007, n. 39, p. 26.
• O'LEARY, Mick. QuestionPoint fortifies libraries in Internet Age. Online, 2003, vol. 27, n. 3, p. 70-72.
• ORMES, S. You only had to ask. Library Technology, 1998, vol. 3, n. 2, p. 39-40.
• OSAREH, Farideh; BIGDELI, Zahed; MANSOURI, Ali; KHASSEH, Ali Akbar. A Digital Reference Desk for the National Library of Iran: A Prototype Based on Content Analysis of the Digital Reference Desks of the World's National Libraries. Reference Services Review, 2009, vol. 37, n. 2, p. 221-233.
• PACILLO, Angela. Chiedi @lla tua biblioteca. Biblioteche Oggi, 2006, vol. 24, n. 8, p. 45-54.
• PEARCE, Liz. IT for Me: Personalising Access to Online Resources in Public Libraries. Library and information research, 2004-, vol. 28, n. 88, p. 56-58.
• PERRY , Leanne; MCELHILL, Maggie. So, what's the difference: an evaluation of the AskNow! live reference service. En Information Online Conference (13. 2007. Sydney). Sydney: ALIA, 2007. Disponible en http://www.sl.nsw.gov.au/staff/pdfs/asknow_paper.pdf [consultado el 08/04/2009].
• PETERSEN, J. B.; TINDBAEK, B.; SOLBERG, G. Fra internetdialog til Sport Biblioteket: en national landsdaekkende stumperservice= From Internet dialogue to Ask the Library: a national countrywide stumper service. Bibliotekspressen, 1999, n. 2, p. 69-70.
• PIETRO, Christelle di; CALENGE, Bertrand. Le Guichet du Savoir: Répondre aux demandes de contenus. Bulletin des Bibliothèques de France, 2005, vol. 50, n. 4, p. 38-42.
• PRICE, A.; KRESH, D. The truth is out there: QuestionPoint, en global digital referencetjeneste= The truth is out there: QuestionPoint, a global digital reference service. DF Revy, 2002, vol. 25, n. 5, p. 113-114.
• PRIMARY RESEARCH GROUP; PROBST, Laura K. Creating the virtual reference service: Digital reference management: a Penn State case study. Internet Reference Services Quarterly, 2003, vol. 10, n. 2, p. 79-43, 59.
• QUINN, Todd; BRIGGS SIMON, Lea. Small collaboration, big effort: the realities of a small statewide collaborative virtual reference service. College and Undergraduate Libraries, 2006, vol. 13, n. 4, p. 97-116.
• QUINT, B. QuestionPoint marks new era in virtual reference. Information Today, 2002, vol. 19, n. 7, p. 50.
• RAMIREZ, J. L. Reference rover: the hesitant patron's best friend. College and Research Libraries News, 1994, vol. 55, n. 6, p. 354-7.
• ROGERS, Michael. Colorado State Library Talks Virtual Reference. Library Journal, 2005, vol. 130, n. 15, p. 25.
• RÖSCH, Hermann. Digital Reference in Germany: an overview and experiences on the need for qualifications. En IFLA General Conference and Council (69. 2003. Berlín). Berlín: IFLA, 2003. Disponible en http://www.ifla.org/IV/ifla69/papers/107e_trans-Roesch.pdf [consultado el 08/04/2009].
• ROSSMAN, Linda; DURIVAGE, Catherine A. InfoEyes Information Service: A Virtual Reference Service for Print-Impaired Individuals. The Reference Librarian, 2009, vol. 50, n. 1, p. 73-84.
• RYDER, M. A.; NEBEKER, B. Implementing an 'Ask a Librarian' electronic reference service. Community and Junior College Libraries, 1999, vol. 9, n. 1, p. 21-34.
• SACHS, Diana. Ask a librarian: Florida's virtual reference service. Community and Junior College Libraries, 2004, vol. 12, n. 4, p. 49-58.
• SAORÍN PÉREZ, Tomás. Una fórmula para Internet: productos cooperativos: La experiencia de 'Pregunte, las bibliotecas responden'. Educación y Biblioteca, 2001, vol. 13, n. 122.
• SAUNDERS, Laverna. Building the Virtual Reference Desk. Information Today, 2001, vol. 18, n. 3, p. 25.
• SCHOUTEN, Jaap. Najaarscampagne al@din: vernieuwend en dynamisch imago communiceren= An Autumn campaign for Al@din: putting across an innovative and dynamic image. BibliotheekBlad, 2003, vol. 7, n. 20, p. 10-12.
• SILVERIA, J. B.; HOLMER, S. Serving up information at the QandAcafe: virtual reference in a multitype library consortium. Public Services Quarterly, 2002, vol. 1, n. 2, p. 15-27.
• SILVERSTEIN, Joanne L.; LANKES, R. David. Digital Reference Services and Centers at the United States Department of Education: Analysis and Recommendations. Syracuse, NY: Virtual Reference Desk Project; Information Institute of Syracuse, 1999.
• SISLER, Eric; SMITH, Veronica. Building a Library Network from Scratch: Eric & Veronica's excellent adventure. Computers in Libraries, 2000, vol. 20, n. 9, p. 44.
• SLOAN, Bernie. Reference service in the digital library: a report on the Ready for Reference project. Library Hi Tech News, 2001, vol. 18, n. 10, p. 14-19.
• STERLING, Rayette. The Washington State VRef Lab. Alki, 2005, vol. 21, n. 2, p. 17.
• STOCKHAM, Marcia; TURTLE, Elizabeth; HANSEN, Eric. KANAnswer: a collaborative statewide virtual reference pilot project. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 257-266.
• STROM, Nina. Ask the Library: information literacy among users and librarians is promoted by digital reference services. Scandinavian Public Library Quarterly, 2004, n. 3, p. 8-11.
• SULLIVAN, Doreen. Characteristics of E-mail Reference Services in Selected Public Libraries, Victoria, Australia . The Reference Librarian, 2004, vol. 41, n. 85, p. 51-80.
• TAYLOR, M. A digital reference library emerges at Stanton Library. Australasian Public Libraries and Information Services, 2001, vol. 14, n. 3, p. 97-100.
• THOMPSON, Joseph. After School and Online. Library Journal, 2003, vol. 128, n. 1, p. 35-37.
• TILLOTSON, Dianne. AskNow!: but wait for the answer! Online Currents, 2002, vol. 17, n. 10, p. 4-7.
• TIPTON, Carol J.; EARP, Vanessa J. One school's experience with virtual reference. Internet Reference Services Quarterly, 2004, vol. 9, n. 3/4, p. 99-114.
• TOKAJI-NAGY, Erzsebet; TOTH, Ferenc Tibor. LibInfO, the Internet reference service of Hungarian libraries. Tudomanyos es Muszaki Tajekoztatas, 2002, vol. 49, n. 12, p. 463-469.
• TRAIN, Mary Beth. Answers at your fingertips: live Internet reference for teachers, students, parents, and library media specialists. Knowledge Quest, 2005, vol. 33, n. 3, p. 19-21.
• TRUELSON, Judith A. Partnering on virtual reference using QuestionPoint: guidelines for collaboration between academic libraries in Australia/New Zealand and the US. AARL Australian Academic & Research Libraries, 2004, vol. 35, n. 4, p. s.d. Disponible en http://alia.org.au/publishing/aarl.
• ULRICH, P. S. It works: die Arbeit des Collaborative Digital Reference Service (CDRS)= It works: the work of the Collaborative Digital Reference Service (CDRS). Buch und Bibliothek, 2002, vol. 54, n. 4, p. 238-242.
• ULRICH, Paul S. Einsatz und Erfahrungen mit QuestionPoint in der Zentral- und Landesbibliothek Berlin= Implementation of QuestionPoint and experience with this product in the Central- and Land Library, Berlin. Bibliotheksdienst, 2004, vol. 38, n. 1, p. 54-60.
• VAN HOUTEN, Carol. Wired New Jersey: Q and A NJ. The Reference Librarian, 2004, n. 85, p. 91-100.
• VONDRACEK, Ruth. Balancing Statewide and Local Digital Reference Service. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 81-98.
• WAGONER, Mary T. Live Homework Help online. Texas Library Journal, 2005, vol. 81, n. 4, p. 136, 138-139.
• WILLEMSE, Leo. Al@din snel en betrouwbaar= Al@din is fast and reliable. BibliotheekBlad, 2003, vol. 7, n. 10/11, p. 28-29.
• WÖHNER, Bodil. The Public Library's Role in the Danish Information Society: demand for new competencies? En IFLA General Conference and Council (67. 2001. Boston). Boston: IFLA, 2001. Disponible en http://www.ifla.org/IV/ifla67/papers/059-98e.pdf [consultado el 08/04/2009].
• YODA, Norihisa. Digital Reference Service on Collaborative Reference Database project of the National Diet Library. Journal of Information Science and Technology Association, 2006, vol. 56, n. 3, p. 90-95.
• YODA, Norihisa. An introduction to the Collaborative Reference Database Project: how to utilize the database and what is expected of pharmaceutical libraries. Pharmaceutical Library Bulletin, 2006, vol. 51, n. 3, p. 220-226.
• ZHAN, Jenny. Virtual reference services: Taking up the challenge in Swiss libraries . Arbido, 2005, vol. 20, n. 6, p. 5-6.
• ZHENG, Songhui. Virtual reference services in China: helping the information-poor. The Electronic Library, 2006, vol. 24, n. 6, p. 763-773.

7. Servicios especializados de referencia digital

Documentos sobre servicios de información ofrecidos por universidades, organismos especializados o cualquier centro que no sean bibliotecas públicas; referencia telemática en universidades.

• ABDOULAYE, Kaba; MAJID, Shaheen. Use of the Internet for reference services in Malaysian academic libraries. Online Information Review, 2000, vol. 24, n. 5, p. 381-389.
• ALBANESE, Andrew Richard. A Tale of Three Libraries. Library Journal, 2004, vol. 129, p. 12-14.
• ANDERSON, Eric; BOYER, Josh; CICCONE, Karen. Remote Reference Services at the North Carolina State University Libraries . En Annual Digital Reference Conference (2. 2000. Seattle). The Facets of Digital Reference. Seattle: Virtual Reference Desk, 2000. Disponible en http://www.eric.ed.gov [consultado el 08/04/2009].
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