Electronic mail reference services in the public library

Although more and more libraries are offering electronic mail reference services, little information about these services has been reported. We conducted an exploratory survey to examine public library e-mail reference services and the patrons who use them. Data collection techniques included a questionnaire mailed to participating libraries and a Web-based questionnaire completed by library patrons. Data gathered included: (1) information on the provision and administration of e-mail reference services provided by public libraries across the United States; (2) characteristics of public library a-mail reference patrons and their satisfaction with the service they received; and (3) classification of e-mail reference questions received by public libraries. Characteristics of the e-mail reference services varied considerably, but the patrons, citing ease and convenience as the major reasons for using such services, were mostly satisfied with what they received.