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The World Wide Web has emerged as a powerful tool to enhance navigation and communication over the Internet. Within the past few years, numerous Web-based digital reference services have been established by libraries. The goal of this study is to identify user needs as reflected in the queries they submit to these services. The study is user-centered and seeks to evaluate digital reference services from the users' perspectives. To address these issues, the paper examines digital referencedoi:10.1515/libr.2002.157 fatcat:ygib2nsn45e4jgyo25japoprsa