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Since its inception in 1997, Ask a Librarian (UK) has been a model for best practice in collaborative digital reference in public libraries. Innovative development currently includes trialling the integration of virtual reference with the standard Web‐form service. In addition to a description of the Ask a Librarian service, this paper provides an overview of digital reference practice, procedures, and issues, with particular emphasis on collaboration.
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Linda Berube (2004) studied this question.
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