Anderson School of Management

When a popular service was facing an overwhelming level of demand and becoming a victim of its own success, a technology solution was sought to come to its rescue. The original eLibrarian service used email to have the reference librarians provide students with research strategies within a 24-hour turnaround. The current eLibrarian 2.0 system is entirely Web-based, and provides new functionalities that increase the capacity of the service, while under the constraint of a steady-state number of librarians. These enhancements include an auto-populated knowledge base and a recommender system.