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Does anyone need help out there? Lessons from designing online help.

In order to provide online help for distance students, as well as the increasing number of on campus students who regularly access library resources, a team of librarians from the Marshall University Libraries created an online library assistance site (HELP). This site brings together traditional pr...

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Published in:Internet Reference Services Quarterly Vol. 9; no. 3/4; pp. 115 - 135
Main Authors: Arnold JM, Csir F, Sias J, Zhang J
Format: pictorial Journal Article
Published: Taylor & Francis Ltd 2004
Online Access:View this record in EBSCOhost
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      vid: 9
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      pub: Taylor & Francis Ltd
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        atl: Does anyone need help out there? Lessons from designing online help.
      aug:
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          Arnold JM
          Csir F
          Sias J
          Zhang J
        affil: Reference and Extension Services Librarian, Drinko Library, Marshall University, 1 John Marshall Dr, Huntington, WV 25755; arnoldj@marshall.edu
      sug:
        subj:
          Library Reference Services Methods
          Education, Non-Traditional
          Website Development
          Videorecording
          Libraries, Academic West Virginia
          West Virginia
      ab: In order to provide online help for distance students, as well as the increasing number of on campus students who regularly access library resources, a team of librarians from the Marshall University Libraries created an online library assistance site (HELP). This site brings together traditional print handouts, FAQs, online subject guides, course-specific guides, learning modules, and instructional videos in one central location where users can get assistance with library-related questions at their point of need. This article discusses the rationale for developing the site, the process of creating it and incorporating user input, ongoing content development, the impact upon the Libraries' Web site, and future development plans.
      pubtype: Academic Journal
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        pictorial
        Journal Article
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    language: English
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