Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library.

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Bibliographic Details
Title:	Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library.
Authors:	Côté, Maryvon¹ maryvon.cote@mcgill.ca, Kochkina, Svetlana² svetlana.kochkina@mcgill.ca, Mawhinney, Tara³ tara.mawhinney@mcgill.ca
Source:	Reference & User Services Quarterly. Fall2016, Vol. 56 Issue 1, p36-46. 11p. 2 Charts, 3 Graphs.
Subjects:	Electronic reference services (Libraries), Academic libraries, Organizational sociology, Academic library automation, Organizational research
Abstract:	Since their inception, virtual reference services have evolved considerably and are now a significant component of library services in many types of library environments. The current paper reports on a study undertaken at a research-intensive academic library that analyzed and evaluated a decade-old virtual reference service. The main goal of the study was to obtain a broad and comprehensive picture of the current service, grounded in the actual day-to-day provision, usage, and organization of the service. The group of librarians involved in the study developed a feasible, efficient, and adaptable methodology for assessing and evaluating a virtual reference service. The developed methodology that combines qualitative and quantitative methods can be used and applied for a similar evaluation of the service in any type of library environment. [ABSTRACT FROM AUTHOR]
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Database:	Engineering Source

Description
Abstract:	Since their inception, virtual reference services have evolved considerably and are now a significant component of library services in many types of library environments. The current paper reports on a study undertaken at a research-intensive academic library that analyzed and evaluated a decade-old virtual reference service. The main goal of the study was to obtain a broad and comprehensive picture of the current service, grounded in the actual day-to-day provision, usage, and organization of the service. The group of librarians involved in the study developed a feasible, efficient, and adaptable methodology for assessing and evaluating a virtual reference service. The developed methodology that combines qualitative and quantitative methods can be used and applied for a similar evaluation of the service in any type of library environment. [ABSTRACT FROM AUTHOR]
ISSN:	10949054