At the 2002 VRD conference, my now-colleague Phil Edwards (at the time we were both still mere doctoral students) presented a paper titled: Characterization of Volunteer Expertise Within the Internet Public Library Reference Service. In that study he found what he called “expertise swell.” In other words, novice IPL volunteers answer questions on a limited range of subjects (users submitting questions via the IPL’s Ask A Librarian webform can self-categorize.. Read More