Assessing Content of E- Reference Services at the National and University Library in Zagreb - from usage to quality measures – establishing baselines for service

In conventional libraries, reference services, reader's advisory services, and user education emerged quite some time after the establishment of collections and the provision of metadata about collections. The same paradigm is seen also in the development of digital library services. The growing use of Internet for information storage, retrieval and communication is perhaps the most significant development shaping library and information services. But, the inconsistent and dynamic development of digital libraries leaves librarians sometimes behind the mainstream of various electronic services providers and media developers. On the other hand the users want control of their information environment, making significant choices (the formats and access to information) using the web as the first choice and the library at the end. Keywords : digital library resources and services in Croatian libraries, e-reference services