Evaluating Virtual Reference from the Users' Perspective.

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Bibliographic Details
Title:	Evaluating Virtual Reference from the Users' Perspective.
Authors:	Nilsen, Kirsti¹ knilsen@uwo.ca, Ross, Catherine Sheldrick² ross@uwo.ca
Source:	Reference Librarian. 2006, Vol. 46 Issue 95/96, p53-79. 27p.
Subject Terms:	Reference services in academic libraries, Interpersonal communication, Internet forums, Written communication, Internet users, Electronic reference services (Libraries), Internet in library reference services, Communication & psychology, Face-to-face communication, Performance standards, Human services
Abstract:	This article discusses the evaluation of virtual reference services from the user perspective. It is one outcome of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. These studies have identified the need for, and essential components of, reference interviews and good reference behaviors. The third phase of this research focuses on the factors that make a difference to the users' satisfaction with their virtual reference experience and whether these are the same or different from the ones we identified as important in face-to-face reference. An examination of user accounts of virtual reference transactions indicates that the reference interview has almost disappeared. Among the reasons identified for staff failure to conduct reference interviews in the virtual environment are: the nature of written vs. spoken interaction; the librarian's perceived need to respond quickly in this environment; and the rudimentary nature of the forms used in e-mail reference. The article includes a list of behaviors that users identified as either helpful or unhelpful and concludes with some implications of the research for good virtual reference service. [ABSTRACT FROM AUTHOR]
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Database:	Education Research Complete

Description
Abstract:	This article discusses the evaluation of virtual reference services from the user perspective. It is one outcome of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. These studies have identified the need for, and essential components of, reference interviews and good reference behaviors. The third phase of this research focuses on the factors that make a difference to the users' satisfaction with their virtual reference experience and whether these are the same or different from the ones we identified as important in face-to-face reference. An examination of user accounts of virtual reference transactions indicates that the reference interview has almost disappeared. Among the reasons identified for staff failure to conduct reference interviews in the virtual environment are: the nature of written vs. spoken interaction; the librarian's perceived need to respond quickly in this environment; and the rudimentary nature of the forms used in e-mail reference. The article includes a list of behaviors that users identified as either helpful or unhelpful and concludes with some implications of the research for good virtual reference service. [ABSTRACT FROM AUTHOR]
ISSN:	02763877
DOI:	10.1300/J120v46n95_05