Digi information
The DigiAuskunft is the University Library Center of North Rhine-Westphalia supervised virtual reference compound . The project was started at the beginning of 2006 with the pilot libraries City and State Library Dortmund , USB Cologne , UB Dortmund and the StB Cologne. Currently (as of July 2017) 387 public and university libraries from all over Germany are processing inquiries made by Internet users via email .
An OTRS system is used as the platform , which has been adapted to the needs of the participating libraries.
The answered inquiries can be stored in a knowledge base, FAQs for internal or external use can also be created to facilitate the processing of recurring questions. In addition, the participating institutions can create specialist profiles with the respective specialist areas in order to facilitate the forwarding of inquiries.
Web links
literature
- Frank Daniel, Christine Maier, Peter Mayr, Hans-Christian Wirtz: Serving customers where they are . In: BuB . tape 58 , no. 7/8 , 2006, ISSN 0340-0301 , p. 558–562 ( hbz-nrw.de [PDF; 3.2 MB ]).
- Peter Mayr: For us you are not a (ticket) number . Experiences from the information network DigiAuskunft. In: Information concepts for the future: ODOK 07 . Neugebauer, Graz 2008, ISBN 978-3-85376-285-1 , p. 83–91 ( hbz-nrw.de [PDF]).
- Nannette Heyder, Peter Mayr, Philipp-Alexander Schröder: DigiAuskunft in its 11th year: A lot has happened . In: ProLibris . tape 22 , no. 3 , 2017, ISSN 1430-7235 , p. 118–121 ( bibliotheken-nrw.de [PDF]).