“The Necessity of Real-Time: Fact and Fiction in Digital Reference Systems.” Lankes, R. D. & Shostack, P. (2002). 41(4) Reference and User Services Quarterly
AskNSDL: A Revelatory Case?
“AskNSDL: A Revelatory Case?” 2002 NSDL All Projects Meeting, Washington, DC.
Slides: https://davidlankes.org/rdlankes/Presentations/2002/AskNSDL-Services.pdf
The Future of Reference
“The Future of Reference” VRD 2002 Annual Conference, Chicago, IL.
Slides: https://davidlankes.org/rdlankes/Presentations/2002/Future.pdf
Impact and Opportunity of Digital Reference in Primary and Secondary Education
“Impact and Opportunity of Digital Reference in Primary and Secondary Education” VRD 2002 Annual Conference, Chicago, IL.
Slides: https://davidlankes.org/rdlankes/Presentations/2002/Education.pdf
Introduction
“Introduction” VRD 2002 Annual Conference, Chicago, IL.
Slides: https://davidlankes.org/rdlankes/Presentations/2002/IntroChart.pdf
Introduction: I Want My Flying Car
“Introduction: I Want My Flying Car.” Lankes, R. David (2002). In R. D. Lankes, C. McClure, M. Gross and J. Pomerantz (Eds.), Implementing Digital Reference Services: Setting Standards and Making it Real. New York: Neal-Schuman Publishers, Inc.
Impact and Opportunity of Digital Reference in Primary and Secondary Education
Impact and Opportunity of Digital Reference in Primary and Secondary Education. Lankes, R. David (2002). Commissioned white paper for the digital reference research symposium held at Harvard University. Available ERIC Clearinghouse on Information and Technology; Syracuse, NY.
Virtual Service
Virtual Service. Lankes, R. David (2002). In Melling, M. and Little, J. (Ed.), Building a Successful Customer-service Culture: A guide for Library and Information Managers. Library Association Publishing: London, UK.
Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures
Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. McClure, C., Lankes, R. David, Gross, M., and Choltco-Devlin, B. (2002). ERIC Clearinghouse on Information and Technology; Syracuse, NY.
https://davidlankes.org/rdlankes/Publications/Books/Quality.pdf
Assessing Quality in Digital Reference Services: Preliminary Findings
Assessing Quality in Digital Reference Services: Preliminary Findings. Lankes, R. David (2002). In R. D. Lankes, C. McClure, M. Gross and J. Pomerantz (Eds.), Implementing Digital Reference Services: Setting Standards and Making it Real. New York: Neal-Schuman Publishers, Inc.