Resumen

FALCATO, Pedro. Help system for messages writing in a reference service via e-mail. Inf. cult. soc. [online]. 2005, n.13, pp.11-28. ISSN 1514-8327.

The article deals with the origin, development, and properties of the help system used by a digital reference service as a support to develop answers. It is based on the compilation and classification of frequently used idioms whose communication effectiveness was practically put to the test, adapted in such a way that the reference librarian can use them as modules to construct the messages. Main characteristics of the interface design are stated. Scopes and limitations of that kind of system are discussed as well as the compatibility of the original idea to build equivalent helps in some other reference environment.

Palabras clave : Digital reference; E-mail; Help systems.

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