Electronic communications for reference services: A case study

For more than three years, the Center for Electronic Records of the National Archives of the United States has used a variety of electronic communication tools in its Reference Services program. These include monitoring and participating in a number of network “listservs,” using electronic mail (e-mail) for reference communication, and providing copies of descriptive materials and finding aids online on the international computer networks via file transfer protocol (ftp) and via a “gopher” server. This article describes the types of services offered and discusses the Center's three years of experience with these tools. In addition, it provides an overview of constituency groups and volume of inquiries received and responded to using e-mail. Further, the analysis offers some general conclusions about the effects of electronic communications on the Center's Reference Services program, and on the provision of networked information services more broadly.