“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.
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
The Future of Reference
“The Future of Reference” MINITEX Reference Symposium, Minneapolis, MN.
Slides: https://davidlankes.org/rdlankes/Presentations/2002/MINITEX.pdf
Virtual Think
“Virtual Think” Bibliocentre Libraries Meeting, Toronto, CA
Slides: https://davidlankes.org/rdlankes/Presentations/2002/VirtualThink.pdf