Simulation of the Reference Process

In recent years, there have been several attempts to relieve reference desk overload by creating online tools that handle some of the easier reference queries. Some of these tools are or include "expert systems" that simulate the problem-solving skills of an expert. This paper examines the consequences of adopting a simulation perspective rather than an expert systems perspective. Because such a shift in perspective allows a simulation of the entire process, and not merely the role of the expert in it, it becomes possible to create a tool that simulates not just the problem-solving skills of a reference librarian, but the information-seeking behavior of a client as well. The resulting tool could then assist not only at the reference desk, but also in case-oriented training for reference librarianship.