Magazine article Information Today

Exclusive Service Delivers Answers Using FIND/SVP and New York Times Resources

Magazine article Information Today

Exclusive Service Delivers Answers Using FIND/SVP and New York Times Resources

Article excerpt

The New York Times Electronic Media Company has announced a personalized research "help desk" for users of its Web site. Beginning early this year, visitors to The New York Times on the Web (http://www.nytimes.com) will be able to submit questions in any of 10 broad topic areas and promptly receive customized answers prepared by professional researchers. This consumer service will also provide guidance on the most appropriate online and off-line sources available for any research project.

The Times on the Web has entered into a three-month market trial of this feature In association with FIND/SVP, a company that specializes in providing research services for business.

A Times Web site user who wishes to have a question answered or needs searching assistance will type in the question on a form included within the site. A special dedicated team of FIND/SVP researchers will process the query, using information from The New York Times, from other Web sites, and from FIND/SVP's comprehensive library of print and electronic sources. These researchers will spend up to 15 minutes per inquiry.

The results will be posted on the Web site no more than two business days from the time the question was submitted, and the user will be notified of its availability by electronic mail.

"Users of even the most intelligent search engines have to review," said FIND/SVP president Andrew Garvin. "Often. they don't find the answer they need, get frustrated, or simply run out of time. …

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