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FROM THE LITERATURE

Two new tools implemented at this university library, site search and online chat reference, are compared regarding patron use and perceptions. The authors found that despite their different purposes and mechanics, they are used in similar ways with respect to peak use, content and type of query, and location of users. The study confirms that local Web site search engines do not sufficiently meet the needs of patrons and that real-time, online, human intervention serves an important supplemental function.