Arrange the steps of the "Digital Reference Model" derived from Lankes (1998) and the Virtual Reference Desk Project (1998) in the correct sequence

A. Triage

B. Experts Answer Formulation

C. Tracking

D. Question Acquisition

E. Resource creation

Choose the correct answer from the options given below

The Correct answer is D, A, B, C, E.

Key Points

• The General Digital Reference Model is a process model developed through empirical research on high-capacity digital reference services.
• This model is derived from Lankes (1998) and the Virtual Reference Desk Project (1998).
• The model comprises five key steps:
  • ​Question Acquisition involves collecting user questions from various sources like e-mail, web forms, chat, or embedded applications.
    • This step focuses on implementing best practices for online reference interviews and optimizing user interfaces.
  • Triage entails assigning a user's question to a process or subject matter expert.
    • This assignment can be automated or guided by human decision support.
    • Triage also involves filtering out repeat or out-of-scope questions.
  • Answer Formulation encompasses the expert's assessment of factors for crafting "high-quality" answers, including considerations like age and cultural relevance.
    • Answers are then sent to the user at this stage.
  • Tracking involves both quantitative and qualitative monitoring of recurring questions to identify patterns.
    • Tracking helps identify "hot topics" and may reveal gaps in the available collections.
  • Resource Creation leverages tracking data to enhance or expand collections, ensuring better alignment with users' information needs within and beyond the digital reference process.