This article describes a Delphi study conducted to determine factors that affect the process of routing and
assigning reference questions received electronically by digital reference services, both to experts within the
service and between services. Fifteen factors were determined, by expert consensus, to be important at the
conclusion of this study. These fifteen factors are divided into three groups: 1) general factors, 2) factors in
routing the question to an individual, and 3) factors when routing the question to another service. These factors were ranked in order of importance and grouped according to the recipient of the question. These fifteen factors need to be taken into account when automating the triage process. This article has laid out a methodology for investigating other digital reference processes so that those processes amenable to automation may be automated, and expertsâ talents and time may be best used.
| Identifer | oai:union.ndltd.org:arizona.edu/oai:arizona.openrepository.com:10150/105737 |
| Date | January 2003 |
| Creators | Pomerantz, Jeffrey, Nicholson, Scott, Lankes, R. David |
| Source Sets | University of Arizona |
| Language | English |
| Detected Language | English |
| Type | Journal Article (Paginated) |
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