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

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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]
Copyright of Reference & User Services Quarterly is the property of American Library Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Engineering Source
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  Data: Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library.
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  Data: <searchLink fieldCode="AR" term="%22Côté%2C+Maryvon%22">Côté, Maryvon</searchLink><relatesTo>1</relatesTo><i> maryvon.cote@mcgill.ca</i><br /><searchLink fieldCode="AR" term="%22Kochkina%2C+Svetlana%22">Kochkina, Svetlana</searchLink><relatesTo>2</relatesTo><i> svetlana.kochkina@mcgill.ca</i><br /><searchLink fieldCode="AR" term="%22Mawhinney%2C+Tara%22">Mawhinney, Tara</searchLink><relatesTo>3</relatesTo><i> tara.mawhinney@mcgill.ca</i>
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  Data: <searchLink fieldCode="JN" term="%22Reference+%26+User+Services+Quarterly%22">Reference & User Services Quarterly</searchLink>. Fall2016, Vol. 56 Issue 1, p36-46. 11p. 2 Charts, 3 Graphs.
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  Data: <searchLink fieldCode="DE" term="%22Electronic+reference+services+%28Libraries%29%22">Electronic reference services (Libraries)</searchLink><br /><searchLink fieldCode="DE" term="%22Academic+libraries%22">Academic libraries</searchLink><br /><searchLink fieldCode="DE" term="%22Organizational+sociology%22">Organizational sociology</searchLink><br /><searchLink fieldCode="DE" term="%22Academic+library+automation%22">Academic library automation</searchLink><br /><searchLink fieldCode="DE" term="%22Organizational+research%22">Organizational research</searchLink>
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  Label: Abstract
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  Data: 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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  Data: <i>Copyright of Reference & User Services Quarterly is the property of American Library Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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              Text: Fall2016
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