Question types in public libraries' digital reference service in Finland: Comparing 1999 and 2006

Piritta Numminen and Pertti Vakkari

Journal of the American Society for Information Science and Technology, 2009, vol. 60, issue 6, 1249-1257

Abstract: This study analyzes to which degree the question types addressed to a digital reference service run by a consortium of public libraries have changed between the Years 1999 and 2006. The data consist of representative samples of reference questions to a Finnish “Ask a Librarian” digital reference service in the years studied. Questions were classified based on a taxonomy refining earlier major taxonomies. The proportion of ready reference questions had increased from 33 to 45% whereas the proportion of subject‐based research questions had decreased from 57 to 47%. Among the former, fact‐finding questions had especially increased, and among the latter, topical search questions had decreased. These changes in the popularity of question types are likely related to the way people are searching on the Internet. It is concluded that the Internet has somewhat reduced the traditional role of public libraries in mediated topical searching.

Date: 2009
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