User Preferences in Reference Services: Virtual Reference and Academic Libraries

2007 ◽  
Vol 7 (1) ◽  
pp. 81-96 ◽  
Author(s):  
Joel. Cummings ◽  
Lara. Cummings ◽  
Linda. Frederiksen
Keyword(s):  
Academic Libraries ◽  
User Preferences ◽  
Virtual Reference ◽  
Reference Services

Redefining Virtual

2018 ◽  
pp. 117-142
Author(s):  
Darcy I. Gervasio
Keyword(s):  
Academic Libraries ◽  
Virtual Reference ◽  
New Techniques ◽  
Face To Face ◽  
Reference Services ◽  
Reference Librarians ◽  
Unique Nature ◽  
Reference Interactions ◽  
Reference Tools

This article discusses how the unique nature of texting sets SMS apart from other virtual reference tools. Near-synchronous, near-virtual, anonymous, and ubiquitous, texting blurs the lines between virtual and in-person communication. Drawing on the experiences of librarians at SUNY Purchase College and other public and academic libraries, this article addresses challenges and misconceptions surrounding SMS reference and suggests best practices for SMS reference interactions and staffing. Librarians are encouraged to explore new techniques like “mobile reference” or the “reference haiku” and return to long-standing practices like “saving the time of the user” and telephone ready reference. By embracing a mobile reference mentality and framing SMS reference as a hybrid between telephone, IM, and face-to-face reference, librarians can improve the quality of reference services and serve patrons at their point-of-need.

Telework and the Academic Librarian

2011 ◽  
pp. 439-442
Author(s):  
Jo Ann Calzonetti ◽  
Aimée de Chambeau
Keyword(s):  
Distance Education ◽  
Academic Libraries ◽  
University Faculty ◽  
Education Programs ◽  
Virtual Reference ◽  
Digital Collections ◽  
Reference Services ◽  
College And University ◽  
Academic Librarian ◽  
Conducting Research

College and university faculty and students prefer the convenience of anytime, anyplace access to scholarly materials when conducting research and completing assignments. Distance education programs are common whether the students are across town or across the continent. Faculty researchers collaborate with their peers nationally and internationally by utilizing virtual technologies. Academic libraries have been quick to integrate electronic and digital technology into their operating environment by investing heavily in the purchase and creation of digital collections as well as the purchase of the hardware and software to deliver content to these virtual scholarly communities. Librarians have adapted to working virtually. This article explores freeing librarians from the physical boundaries of the library, allowing them to provide virtual reference services by telecommuting.

scholarly journals Examining Virtual Reference Services in Academic Libraries in the Middle East

2021 ◽  
Author(s):  
Zahraa Abul ◽  
Aysha Alkandari ◽  
Bibi Alajmi
Keyword(s):  
Middle East ◽  
Academic Libraries ◽  
Middle Eastern ◽  
University Libraries ◽  
Virtual Reference ◽  
Virtual Communication ◽  
Reference Services ◽  
Live Chat ◽  
Reference Service ◽  
Media Applications

This research focuses on examining the availability of Virtual Reference Services in academic libraries in the Middle East. Virtual Reference Services could be provided in several ways, for example: by telephone, email, live chat, video conferencing, texting, and recently using social media applications like Twitter. This research will explore the presence of Virtual Reference Services in Middle Eastern academic libraries, and the ways in which they are presented. 55 academic libraries’ websites have been examined with a checklist that includes: the nature of reference services available, the time it took to locate the Virtual Reference Services, the text included in the link to describe the services, and the number of links navigated on the webpage to find the reference services. The main objective of this research is to examine the use of Virtual Reference Services in Middle Eastern university libraries and to increase the awareness of the libraries’ resources and services. Findings of this study showed that live chat as a Virtual Reference Service in the Middle East is not very prevalent. In addition, it was found that email as a means of virtual communication is used most commonly by the academic libraries that provided Virtual Reference Services.

scholarly journals A Usability Evaluation of Academic Virtual Reference Services

2014 ◽  
Vol 75 (3) ◽  
pp. 309-361 ◽  
Author(s):  
Anthony S. Chow ◽  
Rebecca A. Croxton
Keyword(s):  
Text Messaging ◽  
User Preferences ◽  
User Preference ◽  
Online Chat ◽  
Virtual Reference ◽  
Reference Services ◽  
Instant Messenger ◽  
Reference Service ◽  
Usability Metrics ◽  
Highly Correlated

This study examined the usability of five virtual reference services—instant messenger chat, e-mail, telephone, text messaging, and Skype videoconferencing—by having 31 undergraduate and graduate students evaluate the usability of the virtual reference services of two different universities. The study’s results suggest that user preference and satisfaction for virtual reference service are highly correlated with the service’s overall usability in terms of effectiveness and efficiency. Online chat was rated highest across all measures including satisfaction and seven different usability factors. Major implications of the study suggest that online chat is the virtual reference of choice for university students and that usability metrics are a good predictor of user preferences centered on high return on investment, speed of transaction, convenience, and minimal effort.

scholarly journals EXAMINING VIRTUAL REFERENCE SERVICES IN ACADEMIC LIBRARIES IN THE MIDDLE EAST

2021 ◽  
Author(s):  
Zahraa Ahmad Abul ◽  
Aysha Al-kandari
Keyword(s):  
Middle East ◽  
Academic Libraries ◽  
Middle Eastern ◽  
University Libraries ◽  
Virtual Reference ◽  
Virtual Communication ◽  
Reference Services ◽  
Live Chat ◽  
Reference Service ◽  
Media Applications

This research focuses on examining the availability of Virtual Reference Services in academic libraries in the Middle East. Virtual Reference Services could be provided in several ways, for example: by telephone, email, live chat, video conferencing, texting, and recently using social media applications like Twitter. This research will explore the presence of Virtual Reference Services in Middle Eastern academic libraries, and the ways in which they are presented. 55 academic libraries’ websites have been examined with a checklist that includes: the nature of reference services available, the time it took to locate the Virtual Reference Services, the text included in the link to describe the services, and the number of links navigated on the webpage to find the reference services. The main objective of this research is to examine the use of Virtual Reference Services in Middle Eastern university libraries and to increase the awareness of the libraries’ resources and services. Findings of this study showed that live chat as a Virtual Reference Service in the Middle East is not very prevalent. In addition, it was found that email as a means of virtual communication is used most commonly by the academic libraries that provided Virtual Reference Services.

scholarly journals Adherence to RUSA’s Guidelines for Virtual Reference Services is Below Expected in Academic Libraries

2010 ◽  
Vol 5 (4) ◽  
pp. 105
Author(s):  
Annie M. Hughes
Keyword(s):  
Academic Libraries ◽  
Staff Member ◽  
Academic Library ◽  
The United States ◽  
Virtual Reference ◽  
Staff Members ◽  
Reference Services ◽  
Chat Reference ◽  
Library Staff ◽  
Chat Reference Services

Objective – To evaluate the quality of academic libraries’ virtual reference services and measure compliance to the Reference & User Services Association’s (RUSA’s) Guidelines for Virtual Reference & User Services. Design – Qualitative research study evaluating virtual reference chat sessions using RUSA’s Guidelines for Virtual Reference & User Services. Setting – Virtual reference environments in public academic libraries in the United States. Subjects – Twenty virtual reference providers from public academic libraries. Methods – Initially researchers selected 1 academic library out of each of the 50 states to evaluate for quality virtual chat reference services, however because of factors including time and availability of virtual chat services to unaffiliated institutions; the sample included only 20 academic libraries. After selecting the 20 academic libraries for evaluation, researchers posed as virtual chat reference patrons using emails and aliases that had no affiliation to any particular institution. Researchers then asked the librarian or library staff a two-part question making sure to leave out any library jargon or anything that would lead the virtual chat reference operator to recognize that they are also affiliated with a library or library school. Using the RUSA Guidelines for Virtual Reference & User Services, researchers then evaluated their virtual chat reference experience for the following: Approachability; Interest; Listening/Inquiring; Searching; Follow-Up; Suggests patron call or visit the library. Main Results – When evaluated for jargon-free websites and overall usability in finding all types of reference services, 80% of the library’s websites were easy to use and jargon free, reflecting overall high usability. Evaluation of library staff’s ability to maintain “word contact” by writing prompts to convey interest in the patron’s question left some room for improvement. Sixty percent of researchers coding their virtual reference experience thought the level of contact was below expected. Information regarding question and answering procedures, question scope, types of answers provided and expected turnaround time for questions was only available in 30% of examined websites. Thirty-five percent of researchers felt that library staff members gathered enough information to answer the question without compromising privacy, however, 25% thought that staff members gathered a very small amount of information on the patron’s need, although privacy never felt compromised. When researchers evaluated the library staff member on their ability to explain how to utilize resources properly, 50% thought the instruction provided was below average. Although 15% believed they received “superior instruction.” Seventy-five percent of the researchers were not asked by a library staff member if the question received an adequate answer, 50% of reference transactions library staff did not consult a librarian or expert, and in 55% of transactions the staff member did not suggest that the patron visit or call the library. Conclusion – While the researchers received some valuable information about the need to improve virtual reference services in academic libraries, there were some flaws in their research. The question they developed was almost too clear and made it difficult for the individual answering the chat reference to adequately perform a reference interview or ask probing questions. It is possible that because researchers carefully planned out their question they set themselves up to create an interaction that would not normally occur in a virtual chat reference environment. Also, because researchers were unable to evaluate what was occurring in the environment surrounding the virtual chat reference providers it was impossible to make a judgment on the speed or length of the interaction. The researchers did come away from the study with results that point to a need to utilize the RUSA guidelines in order to conduct effective reference interviews, maintain appropriate contact with the user when engaging in chat reference, provide instruction and point patrons to quality resources as well as consult an expert on the topic if needed. They surmised that if libraries utilized these guidelines, virtual chat reference services would be improved.

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