Die Kunden dort bedienen, wo sie sind

Abstract

Today information is sought first of all in the internet – and even regular library users do nothing different. Libraries have adapted themselves to this and have built up virtual sub-branches on the net with online-catalogues, digital libraries, full-text databases and direct interlibrary loan. A new addition to this palette is "DigiAuskunft" (digital information). It started up as planned at the beginning of 2006 at the Dortmund City and State Library, and soon thereafter at the Cologne University and City Library, the University Library of Dortmund, the Cologne City Library and, since April, at the Technical College of Cologne. At each library site a few, but not particularly exhaustive preliminaries were necessary: modification of the web-based blank forms, creation of text modules and signature blocks, development of the knowledge database and establishing local text modules. An internal mailing list was set up among all users to help solve initial problems and discuss software improvements. The system has proven its worth in the practice. The processing of reference inquiries has been considerably simplified and can be accomplished from any internet PC. About 80 percent of the inquiries deal with local topics related to the respective library (regarding the collection, the individual user account, and specific services). Pure reference questions, such as that from a user in Amsterdam seeking an article about Westphalia history, are still rather scarce. Hence it has rarely been necessary to forward an inquiry to the entire network. In the course of this summer 18 more libraries will join the online network, and there are more getting ready on the sidelines.