Collaborative digital reference: an Ask a Librarian (UK) overview

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.