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.

scholarly journals Undergraduate and postgraduate students in a North American University are choosing to use chat reference services for all kinds of reasons

2006 ◽  
Vol 1 (1) ◽  
pp. 96
Author(s):  
Gill Needham
Keyword(s):  
Graduate Students ◽  
Academic Library ◽  
The United States ◽  
User Survey ◽  
Technical Problems ◽  
Postgraduate Students ◽  
Reference Services ◽  
Chat Reference ◽  
Survey Form ◽  
Chat Reference Services

A review of: Ward, David. “Why Users Choose Chat: A Survey of Behavior and Motivations.” Internet Reference Services Quarterly 10.1 (2005): 29-46. Objective – To investigate reasons why undergraduate and postgraduate students choose to use chat reference services and their satisfaction with the experience. Design – User survey. Setting – Large academic library in the United States. Subjects – A total of 341 library users took part in the survey. Of these, 79 were graduate students, 215 undergraduates, 21 staff, 5 alumni and 21 members of the public. Method – A user survey form was posted on the library website for a period of one month (March 2003). Users of the chat reference service received an automatic closing message asking them to complete the survey. Responses were fed into a database to be analysed by the research staff. Additional data was also gathered about the behaviour of all users of the chat service during that period – both responders and non-responders. Main results – The most popular reason for choosing to use a chat service was the desire for a speedy response, followed by ‘distance from the library’. Responders chose to use chat to ask a range of different kinds of questions. Nearly half (45%) were looking for a specific resource and 23% were seeking help at the beginning of their research. There were notable differences between undergraduate and graduate students. Twice as many undergraduates as graduates used the service to help them get started on their research. Graduates were three times as likely as undergraduates to be using the service to address technical problems they were having with the website. Overall satisfaction with the service was extremely high, with 77.5% rating it 5 out of 5 and 94.5% giving it 4 or 5 out of 5. Conclusion – Chat reference services are popular with users primarily because they are quick and convenient. However, users expect that these services will be able to deal with all types of questions, including help with research. This challenges an assumption by library staff that the medium is only suitable for short factual enquiries and general questions about library services. It is suggested that a detailed analysis of the chat transcripts from this period could provide a valuable addendum to the survey results.

scholarly journals Surging virtual reference services: COVID-19 a game changer

2021 ◽  
Vol 82 (3) ◽  
pp. 106
Author(s):  
Marie L. Radford ◽  
Laura Costello ◽  
Kaitlin Montague
Keyword(s):  
Academic Library ◽  
The United States ◽  
User Interactions ◽  
Virtual Reference ◽  
Longitudinal Surveys ◽  
Reference Services ◽  
Key Points ◽  
Academic Librarian ◽  
Two Phases ◽  
The Impact

In March 2020, academic libraries across the United States closed and sent everyone home, some destined to not reopen for months. University offices closed. Classes were moved online. Suddenly, librarians and staff pivoted to working from home and to all remote services, without time for planning logistics or training. To study the impact of this extraordinary and sweeping transition on virtual reference services (VRS), we conducted a major study of academic library responses to the pandemic that focused on librarian perceptions of how services and relationships with users morphed during this COVID-19 year.Academic librarians rallied to our call, and we collected a total of 300 responses to two longitudinal surveys launched at key points during the pandemic. Data collection focused on two phases in 2020: 1) shutdown and immediate aftermath (mid-March to July), and 2) fall ramp up and into the semester (August to December). Via Zoom, we also interviewed 28 academic librarian leaders (e.g., heads of reference and/or VRS, associate directors for User Services) from September to November. Surveys and interviews centered on adaptations and innovations to reference services, especially VRS and perceptions of changes in user interactions.

scholarly journals Librarian’s Perception on Marketing of Information Resources and Services in Academic Libraries with Special Reference to Amhara Region, Ethiopia

2018 ◽  
Vol 6 (05) ◽  
Author(s):  
Dr. V. Ramadevi
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Academic Libraries ◽  
Academic Library ◽  
Target Population ◽  
Information Resources ◽  
Library Services ◽  
Staff Members ◽  
Information And Communication ◽  
Library Staff

In the present scenario, information and communication technology plays a very important role. Due to the development of technology, internet has brought out some of the opportunities and challenges which provide the effective way of use the library information resources and services. Users can access the required information online irrespective of visiting the place and collecting the information as like ancient days. To improve some of the problems of information and communication technology resulting in underutilization of academic libraries, effort directed to promoting and creating awareness of library services is very important. Library staff can promote the use of the library through other means such as marketing of library services to its users. The role of academic libraries and information centres is to provide necessary information. The objectives of the study were why libraries should market their information resources and services; ways in which libraries market their information resources and services also impacts of marketing information resources and services in the academic Library. The study target population was 120 which comprised of library staff members. The study sample consisted to twenty members of the target group.

scholarly journals “There is Nothing Inherently Mysterious about Assistive Technology” A Qualitative Study about Blind User Experiences in US Academic Libraries

2018 ◽  
Author(s):  
Adina Mulliken
Keyword(s):  
Academic Libraries ◽  
Information Technologies ◽  
Academic Library ◽  
Screen Reader ◽  
Blind Users ◽  
Screen Readers ◽  
Reference Services ◽  
Chat Reference ◽  
Reference Librarians ◽  
High Level

Eighteen academic library users who are blind were interviewed about their experiences with academic libraries and the libraries’ websites using an open-ended questionnaire and recorded telephone interviews. The study approaches these topics from a user-centered perspective, with the idea that blind users themselves can provide particularly reliable insights into the issues and potential solutions that are most critical to them. Most participants used reference librarians’ assistance, and most had positive experiences. High-level screen reader users requested help with specific needs. A larger number of participants reported contacting a librarian because of feeling overwhelmed by the library website. In some cases, blind users and librarians worked verbally without the screen reader. Users were appreciative of librarians’ help but outcomes were not entirely positive. Other times, librarians worked with users to navigate with a screen reader, which sometimes led to greater independence. Some users expressed satisfaction with working with librarians verbally, particularly if websites did not seem screen reader user friendly, but many users preferred independence. Participants agreed it would be helpful if librarians knew how to use screen readers, or at least if librarians were familiar enough with screen readers to provide relevant verbal cues. Many users liked and used chat reference and many preferred Purdue Online Writing Lab (OWL) to learn citation style, though learning citation style was challenging. Questions such as reference librarians’ role when e-resources are not equally accessible deserve wider discussion in the library literature and in practice. Given the challenges described by the research participants and legal requirements for equally effective electronic and information technologies, libraries and librarians should approach reference services for blind users more proactively. Recommendations are provided. This paper was originally published in Reference and User Services Quarterly at https://journals.ala.org/index.php/rusq/article/view/6528

scholarly journals Learning from Chatting: How Our Virtual Reference Questions Are Giving Us Answers

2010 ◽  
Vol 5 (2) ◽  
pp. 63 ◽  
Author(s):  
Lorna Rourke ◽  
Pascal Lupien
Keyword(s):  
Academic Research ◽  
Relationship Building ◽  
Online Environment ◽  
Virtual Reference ◽  
Reference Services ◽  
Chat Reference ◽  
Reference Service ◽  
Library Staff ◽  
The Relationship

Objective - This research compares two types of online reference services and attempts to determine whether the same sorts of questions are being asked; which questions are being asked most often; and whether patron and staff behaviour is consistent or different in the two types of online reference sessions. Patron satisfaction with the two types of online reference services is also examined. Methods - The researchers reviewed over 1400 online reference transcripts, including 744 from Docutek virtual reference (VR) transactions and 683 from MSN chat reference (IM) transactions. The questions were classified according to categories of reference questions based on recurring questions discovered during the review. Each transaction was also categorized as "informal" or "formal" based on patron language and behaviour, and general observations were made about the interactions between patrons and librarians. In addition, results from 223 user surveys were examined to determine patron satisfaction with online reference services and to determine which type of service patrons preferred. Results - The analysis suggests that patrons are using VR and IM services differently. In general, VR questions tend to be more research intensive and formal, while IM questions are less focused on academic research and informal. Library staff and patrons appear to alter their behaviour depending upon which online environment they are in. User surveys demonstrated that patrons are generally satisfied with either type of online reference assistance. Conclusion - Both types of online reference service are meeting the needs of patrons. They are being used for different purposes and in different ways, so it may be worthwhile for libraries to consider offering both VR and IM reference. The relationship building that appears to take place more naturally in IM interactions demonstrates the benefits of librarians being more approachable with patrons in order to provide a more meaningful service.

scholarly journals “There is Nothing Inherently Mysterious about Assistive Technology”: A Qualitative Study about Blind User Experiences in US Academic Libraries

2017 ◽  
Vol 57 (2) ◽  
pp. 115 ◽  
Author(s):  
Adina Mulliken
Keyword(s):  
Academic Libraries ◽  
Information Technologies ◽  
Academic Library ◽  
Screen Reader ◽  
Blind Users ◽  
Screen Readers ◽  
Reference Services ◽  
Chat Reference ◽  
Reference Librarians ◽  
High Level

Eighteen academic library users who are blind were interviewed about their experiences with academic libraries and the libraries’ websites using an open-ended questionnaire and recorded telephone interviews. The study approaches these topics from a user-centered perspective, with the idea that blind users themselves can provide particularly reliable insights into the issues and potential solutions that are most critical to them. Most participants used reference librarians’ assistance, and most had positive experiences. High-level screen reader users requested help with specific needs. A larger number of participants reported contacting a librarian because of feeling overwhelmed by the library website. In some cases, blind users and librarians worked verbally without the screen reader. Users were appreciative of librarians’ help but outcomes were not entirely positive. Other times, librarians worked with users to navigate with a screen reader, which sometimes led to greater independence. Some users expressed satisfaction with working with librarians verbally, particularly if websites did not seem screen reader user friendly, but many users preferred independence. Participants agreed it would be helpful if librarians knew how to use screen readers, or at least if librarians were familiar enough with screen readers to provide relevant verbal cues. Many users liked and used chat reference and many preferred Purdue Online Writing Lab (OWL) to learn citation style, though learning citation style was challenging. Questions such as reference librarians’ role when e-resources are not equally accessible deserve wider discussion in the library literature and in practice. Given the challenges described by the research participants and legal requirements for equally effective electronic and information technologies, libraries and librarians should approach reference services for blind users more proactively. Recommendations are provided.

scholarly journals Blind User Experiences of US Academic Libraries can be Improved by More Proactive Reference Service Delivery

2019 ◽  
Vol 14 (2) ◽  
pp. 125-127
Author(s):  
Alisa Howlett
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
The United States ◽  
Screen Reader ◽  
Blind Users ◽  
User Experiences ◽  
Reference Services ◽  
Reference Service ◽  
Blind User ◽  
Library Websites

A Review of: Mulliken, A. (2017). There is nothing inherently mysterious about assistive technology: A qualitative study about blind user experiences in US academic libraries. Reference & User Services Quarterly, 57(2), 115-126. https://doi.org/10.5860/rusq.57.2.6528 Abstract Objective – To explore blind users’ experiences with academic libraries. Design – Qualitative questionnaire. Setting – Academic libraries within the United States of America. Subjects – 18 individuals who are legally blind, have experience relying on a screen reader to access the internet, and have used an academic library either online or in person within the previous two years. Methods – An open-ended questionnaire was administered via telephone interview. Interviews were recorded, transcribed and analysed using an inductive approach to identify themes using Hill et al.’s (2005) approach. Main Results – The author found seven themes in the interview data: experiences working with reference librarians in person, difficulty with library websites, screen reader use during reference transactions, preferences for independence, using chat, interactions with disability officers, and challenges of working with citation styles.  Conclusion – The study concluded that academic libraries and librarians should be more proactive when approaching reference services for blind users. The author offered suggestions for practice about how to improve blind user experiences of academic libraries.

scholarly journals Accurate Answers to Reference Queries May Be Provided Less Frequently Than Expected

2010 ◽  
Vol 5 (4) ◽  
pp. 125 ◽  
Author(s):  
Eamon C. Tewell
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
Library Science ◽  
Government Printing ◽  
Reference Services ◽  
University Of Oklahoma ◽  
Strategic Assessment ◽  
Government Documents ◽  
Reference Librarians ◽  
Library Staff

A review of: Hernon, P., & McClure, C. (1986). Unobtrusive reference testing: The 55 percent rule. Library Journal, 111(7), 37-41. Objective – To determine the number of government documents reference questions that are answered correctly by professional library staff. Design – The authors utilized unobtrusive reference testing: reference queries posed to library personnel who were unaware they were being evaluated. As opposed to other designs that require the researcher’s presence in the setting, unobtrusive testing utilizes proxies to administer test questions to the subjects, reducing the possibility of reporter bias. Setting – Twenty-six public and academic libraries participating in the U.S. Government Printing Office Depository Program located in the Western, Southern, and Midwestern United States. The Federal Depository Program consisted of 1400 libraries at the time of the study. One public and one academic library were chosen for each city. Subjects – Reference and government documents librarians. These two staff types were selected in order to compare the accuracy of each group’s responses to the queries. Methods – A set of 15 predetermined factual and bibliographic questions were developed by the authors and administered to library staff respondents by proxies. Government documents were selected as the foundation for the test questions. In selecting federal depository libraries for their sample the authors could ensure all queries may hypothetically be answered using U.S. Government Printing Office documents, as all of the libraries would hold the resources in question. Graduate students enrolled in the University of Arizona and University of Oklahoma library science programs were trained by the authors to serve as proxies. The proxies posed as library users and administered the set of queries at each selected library. Reference librarians and government documents librarians were tested separately, receiving seven and eight questions respectively at each library visited. Over a four-month period a total of 390 questions were posed and their answers recorded. Main Results – The respondents correctly answered 241 of 390 queries (62 percent). Government documents librarians accurately answered 65 percent of questions, while reference librarians successfully responded to 59 percent. Hernon and McClure derived the “55 percent rule” for reference accuracy from these results and previous unobtrusive studies conducted by both the authors and other researchers. This body of research estimates the rate of accurate answers of factual and bibliographic questions to be between 50 and 62 percent. Data regarding the “interview and search process” (I&S), defined as the activities between the time a query was posed and when a resolution was provided, also yielded intriguing findings. Regardless of the question asked, the average I&S duration was three to five minutes. Two-thirds of the accurate answers were supplied within three minutes, and 89 percent within five minutes of the initiation of I&S. The duration of I&S did not vary significantly by library type or librarian type. Reasons for the provision of inaccurate answers included providing the wrong data (64 percent of instances), responding with “don’t know” and ending the interaction (20 percent), or claiming the library did not own a source that would answer the query (15 percent). Other findings included the fact that respondents infrequently offered referrals, which took place in 17 percent of all interactions, and that the three geographic regions studied had an even distribution of correct answers. Conclusions - Based on their research results as well as those of similar unobtrusive studies, the authors propose two rules regarding reference assistance that apply to public and academic libraries. First, reference librarians correctly answer approximately 55 percent of factual and bibliographic queries received (the 55 percent reference rule). Second, librarians spend no more than five minutes on most factual and bibliographic questions (the five-minute answer rule). Ultimately, Hernon and McClure recommend reevaluating the centrality of reference services to library operations. If trained professionals are unable to answer more than 60 percent of factual questions correctly, should reference services continue to receive such considerable staffing and funding? Or, alternatively, should libraries increase efforts to improve the accuracy of answers? The authors close by challenging the profession to address the need for strategic assessment of reference effectiveness.

scholarly journals Library Staff are More Motivated to Engage in Professional Development When Encouraged by Library Leadership

2019 ◽  
Vol 14 (1) ◽  
pp. 59-61
Author(s):  
Hilary Bussell
Keyword(s):  
Professional Development ◽  
Knowledge Management ◽  
Academic Libraries ◽  
Academic Library ◽  
Self Esteem ◽  
Professional Skills ◽  
Staff Members ◽  
Library Leadership ◽  
Professional Self ◽  
Library Staff

A Review of: Johannessen, H. T. D. (2018). The need to grow, learn and develop – how does management affect motivation for professional development? LIBER Quarterly, 28(1), 1–16. https://doi.org/10.18352/lq.10238 Abstract Objective – This study explores whether there is a correlation between academic library leaders’ support for professional development and their employees’ professional self-esteem and motivation to participate in professional development. Design – Survey questionnaire. Setting – Academic libraries in Norway. Subjects – 1,637 full time equivalent (FTE) staff. Methods – The theoretical framework for this study is knowledge management. The author defines this as “The creation and subsequent management of an environment which encourages knowledge to be created, shared, learnt, enhanced, and organized for the benefit of the organization and its customers” (Sarrafzadeh, Martin, & Hazeri, 2006, p. 624, quoted on p. 3). An anonymous quantitative survey was made available to staff working in Norwegian academic libraries. The survey included questions about to what extent their leader encourages them to attend conferences, to what extent their leader understands their skills and competencies, personal belief in their own skills and competencies to perform their work tasks, and number of professional development activities they attended in 2015 (including conferences, continuing education seminars, and interdepartmental seminars). Main Results – 626 survey responses were collected, for a 38% response rate. The responses were analyzed using descriptive statistics. Over 50% of all survey respondents reported high satisfaction with their professional skills and competencies. There is a difference when broken down by gender, with 77% of men reporting confidence in their professional skills versus 63% of women. Education level, on the other hand, does not make a difference. The study found a correlation between perception by library staff that their library leader has a “good overview” of their professional skills and staff members’ confidence in their ability to perform their job well. Library staff with leaders who encouraged professional development were more likely to participate in external professional development activities. Participation in internal professional development activities was not affected by library leaders’ encouragement. Conclusion – When library staff are encouraged by library leadership to participate in professional development, they are more likely to do so. Library staff who perceive that their library’s leaders recognize and value their professional skills and competencies have a higher sense of professional self-esteem. Library leaders can use knowledge management to come to a better understanding of the knowledge and skills their staff members already possess, and to encourage communities of practice and the sharing of knowledge in the organization. This recognition can result in employees who are happier and more motivated to learn.

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