Overcoming Transactional Distance: Instructional Intent in an E-mail Reference Service

References and Notes

1. John J. Doherty, Facilitating Interaction: A Case Study on the Role of the Reference Librarian in Online Learning Environments (Saarbuecken, Germany: VDM, 2008).
2. Joseph Janes, Introduction to Reference Work in the Digital Age (New York: Neal-Schuman, 2003); Susan McGlamery and Steve Coffman, “Moving Reference to the Web,” Reference & User Services Quarterly 39, no. 4 (2000): 380–86; Catherine Sheldrick Ross, Kirsti Nilsen, and Patricia Dewdney, Conducting the Reference Interview: A How-To-Do-It Manual for Librarians (New York: Neal-Schuman, 2002).
3. Janes, Introduction to Reference Work in the Digital Age, 30.
4. Ibid.
5. Ross, Nilsen, and Dewdney, Conducting the Reference Interview, 22
6. Samuel S. Green, “Personal Relations between Librarians and Readers,” American Library Journal 1, no. 2/3 (1876): 74–81. Janes also frames online reference services within the original contexts of reference as first promulgated by Green. While Janes acknowledges the inherent patriarchy in Green’s work, this work has nonetheless formed the basis of much of the development of reference theory since. Indeed, Janes comments that he is still impressed by the contemporary feel of Green’s observations (Introduction to Reference Work in the Digital Age, 8).
7. Doherty, Facilitating Interaction, 62–77.
8. Ardis Hanson and Bruce Lubotsky Levin, eds. Building a Virtual Library (Hershey, Pa.: Information Science, 2003): 95–120.
9. Ibid., 98.
10. Lani Gunawardena and Marina McIsaac, “Theory of Distance Education,” in Handbook of Research for Educational Communications and Technology, ed. D. H. Jonassen (New York: Simon and Schuster Macmillan, 2003): 361.
11. Paulo Freire, Pedagogy of the Oppressed (New York: Continuum, 1993): 80.
12. Farhad Saba and Rick L. Shearer, “Verifying Key Theoretical Concepts in a Dynamic Model of Distance Education,” American Journal of Distance Education 8, no. 1 (1994): 54.
13. Doherty, Facilitating Interaction, 62–92.
14. Michael G. Moore, “Distance Education Theory,” The American Journal of Distance Education 5, no. 3 (1991): 1–6; Michael G. Moore, “Three Types of Interaction,” The American Journal of Distance Education 3, no. 2 (1989): 1–6.
15. Ellen D. Wagner, “In Support of a Functional Definition of Interaction,” American Journal of Distance Education 8, no. 2 (1994): 8.
16. Moore, “Three Types of Interaction,” 1–6.
17. Gunawardena and McIsaac, “Theory of Distance Education,” 355–95.
18. See, for example, R. David Lankes, “The Digital Reference Fallacy,” The Reference Librarian 38, no. 79/80 (2003): 35–44; Jeffrey Pomerantz, Scott Nicholson, Yvonne Belanger, and R. David Lankes, “The Current State of Digital Reference: Validation of a General Digital Reference Model through a Survey of Digital Reference Services,” Information Processing & Management 40, no. 2 (2004): 347–63; Jeffrey Pomerantz, Scott Nicholson, and R. David Lankes, “Digital Reference Triage: Factors Influencing Question Routing and Assignment,” Library Quarterly 73, no. 2 (2003): 103–20.
19. Zane L. Berge, “Active, Interactive, and Reflective eLearning,” Quarterly Review of Distance Education 3, no. 2 (2002): 181–90.
20. Moore, “Distance Education Theory;” Moore, “Three Types of Interaction.”
21. For more on the history and development of this service, see Tina M. Adams and R. Sean Evans, “Educating the Educators: Outreach to the College of Education Distance Faculty and Native American Students,” Journal of Library Administration 41, no. 1/2 (2004): 3–18. Refer especially to pages 8–9. This service has since evolved to be the generic online place for the public to ask questions of the Cline Library. While many users are students at a distance, more and more are local users that choose not to come to the building.
22. Denis J. Grogan, Practical Reference Work (London: Library Association, 1991): 63; Janes, Introduction to Reference Work in the Digital Age, 53.
23. Jack E. Straw, “Using Canned Messages in Virtual Reference Communication,” Internet Reference Services Quarterly 11, no. 1 (2006): 39–49.
24. See http://oak.ucc.nau.edu/jjd23/Forms.htm for text of the base answer forms.
25. Doherty, Facilitating Interaction, 81–82.
26. Janes, Introduction to Reference Work; Doherty, Facilitating Interaction.

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