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.
Assessing Quality in Digital Reference Services: An Overview of the Key Literature in Digital Reference
Assessing Quality in Digital Reference Services: An Overview of the Key Literature in Digital Reference. Gross, M., McClure, C. and 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.
Emerging Standards for Digital Reference: The Question Interchange Profile
Emerging Standards for Digital Reference: The Question Interchange Profile. Lankes, R. David (2002). In R. D. Lankes and C. McClure and M. Gross and J. Pomerantz (Eds.), Implementing Digital Reference Services: Setting Standards and Making it Real. New York: Neal-Schuman Publishers, Inc.
Implementing Digital Reference Services: Setting Standards and Making it Real
Implementing Digital Reference Services: Setting Standards and Making it Real. Lankes, R. David, McClure, C., Gross, M., and Pomerantz, J. (Eds.). (2002). New York: Neal-Schuman Publishers. Also published by Facet Publishing, the publisher of the UK Library Association
Integrating Expertise into the NSDL: Putting a Human Face on the Digital Library
Pomerantz, J., and Lankes, R. D. (2002, 14-18 July). Integrating Expertise into the NSDL: Putting a Human Face on the Digital Library. Poster presented at the Joint Conference on Digital Libraries, Portland, OR.
Assessing the Provision of Networked Services: ERIC as an Example
Assessing the Provision of Networked Services: ERIC as an Example. Lankes, R. David (2001). In McClure, C. and Bertot, J.C. (Ed.), Evaluating Networked Information Services: Techniques, Policy and Issues. Information Today: Medford, NJ.
Digital Reference at the U.S. Department of Education: Implications for Digital Reference Software Tools
Digital Reference at the U.S. Department of Education: Implications for Digital Reference Software Tools. Silverstein, J.L. and Pomerantz, J. and Lankes, R. David (2001). Commissioned research report to the U.S. Department of Education. Available: ERIC Clearinghouse on Information and Technology; Syracuse, NY.
Assessing Quality in Digital Reference Services
Assessing Quality in Digital Reference Services. Lankes , R. David, McClure, C., and Gross, M. (2001). In 2001 Proceedings of the 64st Annual Meeting (Vol. 38). The American Society for Information Science, Silver Spring, MD.