The role of a linking agent in an information center network

The San Mateo Educational Resources Center (SMERC) is an educational information service which processes 24,000 search requests per year, combing in‐depth literature reviews and direct document orders. SMERC is unique in that it not only provides bibliographic information but also includes key documents in its search package enabling its clientele to obtain information, not just references, in a single step. SMERC is a division of the San Mateo County Office of Education. It is supported entirely by the County Schools Office and income from contracts with other educational agencies. At present, SMERC has contracts to provide search services for 25 counties in California, 8 State Departments of Education, and several special contracts with colleges and professional organizations. In order to serve effectively this widespread clientele, SMERC has established a system of linking agents. These linking agents have responsibility for receiving, negotiating, and transmitting search statements to SMERC and for marketing the service. Each contracting agency appoints a linking agent from its staff, SMERC provides the training. Because the contracting agency rather than SMERC assigns its personnel to the linking agent position, those serving in this position have disparate backgrounds, experiences, and organizational settings, as described in this article. The findings of this study indicate that knowledge of the content field of the information service and familarity with the clientele may be more important for linking agents than a specialized background in library science or an advanced degree.