·fostering and insuring quality control;
·transitioning information seekers from self-directed
search to reference and community
assistance when people do not succeed
with self-directed approaches;
·developing layers of assistance from fully automated
(e.g., FAQs), through
community assistance (e.g., posting a question to a newsgroup), to professional assistance (e.g.,
online with a reference
librarian), including hybrid solutions; and
·creating interfaces that do not overwhelm or frustrate information seekers as they transition through the
various service layers.
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