ABSTRACT
Reference service is quintessentially a human science. It is based on personal relationships between the librarians and patrons (Richardson, 2002, p. 42). Automation has lent some efficiency and ease to the process, however, it has not reduced the need for human help (Rettig, 2004). Web-based reference services may have the potential to improve the efficiency and productivity of reference service. But in order to realize that potential, we have to find better methods to measure the entire reference process. That includes the total number of reference questions, types of reference questions, the number of reference personnel, and the time librarians spend answering reference questions. Libraries also need to estimate the costs of equipment, networks, and communication structure.
