Keep IT Simple: Internet Reference Support for Distance Learners.
Distance education students are often goal-oriented and task-driven. They do not appreciate roadblocks that prevent them from gaining access to the information or services they need to complete their course objectives. However,Web-based reference support sites are sometimes more frustrating than helpful. This article discusses some of the difficulties of accessing reference services faced by distance education students and examines ways in which librarians should “keep IT simple” when designing the tools and methods to access reference support.
Marthea Turnage , Wade Carter & Randy McDonald (2004): Keep IT Simple, Internet Reference Services Quarterly, 9:3-4, 43-54