Although more and more libraries are offering electronic mail reference services, little information about these services has been reported. We conducted and exploratory survey to examine public library e-mail reference services and the patrons who use them. Data collection techniques included a questionnaire mailed to participating libraries and a Web-based questionnaire completed by library patrons. Data gathered included: (1) information on the provision and administration of e-mail reference services provided by public libraries across the United States; (2) characteristics of public library email reference patrons and their satisfaction with the service they received; and (3) classification of email reference questions received by public libraries. Characteristics of the e-mail reference services varied considerably, but the patrons, citing ease and convenience as the major reasons for using such services, were mostly satisfied with what they received
