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- Title
Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library.
- Authors
Côté, Maryvon; Kochkina, Svetlana; Mawhinney, Tara
- 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.
- Subjects
ELECTRONIC reference services (Libraries); ACADEMIC libraries; ORGANIZATIONAL sociology; ACADEMIC library automation; ORGANIZATIONAL research
- Publication
Reference & User Services Quarterly, 2016, Vol 56, Issue 1, p36
- ISSN
1094-9054
- Publication type
Article