Analysis of extended reference inquiries at the State Library of Victoria

The Searchers project examines the strategic challenges for major public libraries presented by the online information environment. The project has three components: research on current information-seeking and the role of public libraries in online information provision, analysis of wider developments in online environments and search models, and evaluation of the policy and strategic implications for public libraries highlighted by the research. The project will provide guidance for the State Library of Victoria (SLV or State Library) in developing appropriate models of information provision and contribute new thinking on the role and position of major libraries in the digital age. This report contributes to the research on current information-seeking, analysing the subject of extended reference queries. Extended reference queries are those queries received in writing and via email as well as AskNow, telephone and in person queries which can not be answered there and then. Most email inquiries are lodged via a web form on the SLV website. Other extended reference queries are entered into the query tracking system and forwarded to the appropriate team within SLV to complete. Since September 2007, the SLV has operated SLVChat, a real-time, web-based chat service combining specialist Victorian knowledge with general reference expertise. Those queries to SLVchat which cannot be answered immediately are also entered into the extended reference data management system.