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Journal articles on the topic 'Virtual reference service'

Author: Grafiati

Published: 4 June 2021

Last updated: 6 February 2022

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1

Shachaf, Pnina, Shannon M. Oltmann, and Sarah M. Horowitz. "Service equality in virtual reference." Journal of the American Society for Information Science and Technology 59, no. 4 (2008): 535–50. http://dx.doi.org/10.1002/asi.20757.

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2

Lihitkar, Shalini R. "Establishing a Virtual Reference Service." DESIDOC Journal of Library & Information Technology 31, no. 1 (January 1, 2011): 31–34. http://dx.doi.org/10.14429/djlit.31.1.760.

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3

Nur Qomariyah, Astutik, and Rusdiyah Ciptaning Dwi Kusuma. "Analysis of E-mail Transactions in Virtual Reference Services." Record and Library Journal 1, no. 2 (January 2, 2018): 105. http://dx.doi.org/10.20473/rlj.v1-i2.2015.105-119.

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Today, the use of traditional reference desk in the academic libraries has been rarely used, thus expanding or even move to a virtual reference service. A minimum level of virtual reference services are provided in the academic library is currently in general is the electronic mail (e-mail). One of the academic library specifically provide virtual reference services via e-mail is a Petra Christian University (PCU) Library (refdesk@petra.ac.id.). In such services librarians provide assistance to users in finding information and answer questions. This study aimed to analyze the transaction reference services virtually through e-mail at the PCU Library, with a view of the types of questions based on user background, the writing style of language communication interaction used based on user background, and cultural values are revealed behind the user in virtual reference services (e-mail). This study uses content analysis (content analysis) of the transcript e-mail received librarians of reference services began March 10 until June 16, 2015. The results showed that the types of questions asked in reference service virtual (e-mail) in the Library UK Petra include: specific search, access online resources, operation of online resources, policies and procedures for services, and library holdings with background the student (PCU and non-PCU), faculty, and librarians. Based on the background of users found that overall more types of questions asked in virtual reference services (e-mail) is a problem of access to online resources, and generally submitted by the students. Then, the writing style of the user's language in interaction reference service virtual (e-mail) tends to be formal, which includes the word greeting, the message will be delivered, and regards cover, either by the student (PCU and non-PCU), lecturer, or librarians. While cultural values that revealed the background behind the user in virtual reference services (e-mail) is obedience, courtesy and politeness users. Keywords: virtual reference services, e-mail reference service, e-mail transactions, content analysis, academic libraries

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Matyasheva, Svetlana S. "Advantages of Library Virtual Reference Services." Bibliotekovedenie [Library and Information Science (Russia)], no. 6 (December 11, 2013): 36–40. http://dx.doi.org/10.25281/0869-608x-2013-0-6-36-40.

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Information service of users is the most important function of the foreign and the Russian libraries. Informatization and computerization change the user’s needs, professional qualities of librarian-specialist, component part of stock, technology and organization of library processes, and mainly reference service. With the appearance of virtual reference services people got the opportunity to take advantage of the help of specialists, who can demonstrate and provide the necessary high-quality and reliable information.

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Vincze, Joseph. "Virtual reference librarians (Chatbots)." Library Hi Tech News 34, no. 4 (June 5, 2017): 5–8. http://dx.doi.org/10.1108/lhtn-03-2017-0016.

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Purpose This paper aims to explore integrating chatbot applications into libraries to improve reference services. Design/methodology/approach This paper explores the benefits of using chatbots as virtual reference librarians. Emma the Mentor Public Library’s Catbot is used as a case study. Findings Chatbots cannot replicate the complexity of human interaction (both knowledge and emotional), but these can provide a cost-effective way to answer the majority of routine reference questions and direct users to the appropriate service. Originality/value Readers will increase their awareness of how chatbots can streamline the work of the reference department by answering the majority of routine reference questions and freeing library staff to focus on more demanding research and tasks uniquely suited to humans.

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6

Henderson, Tona. "MOOving Towards a Virtual Reference Service." Reference Librarian 19, no. 41-42 (June 17, 1994): 173–84. http://dx.doi.org/10.1300/j120v19n41_14.

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7

Ciccone, Karen, and Amy Vanscoy. "Managing an Established Virtual Reference Service." Internet Reference Services Quarterly 8, no. 1-2 (June 16, 2003): 95–105. http://dx.doi.org/10.1300/j136v08n01_08.

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8

Qomariyah, Astutik Nur, and Rusdiyah Ciptaning Dwi Kusuma. "Analysis of E-mail Transactions in Virtual Reference Services." Record and Library Journal 1, no. 2 (January 2, 2016): 105. http://dx.doi.org/10.20473/rlj.v1i2.1174.

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Today, the use of traditional reference desk in the academic libraries has been rarely used, thus expanding or even move to a virtual reference service. A minimum level of virtual reference services are provided in the academic library is currently in general is the electronic mail (e-mail). One of the academic library specifically provide virtual reference services via e-mail is a Petra Christian University (PCU) Library (ref-desk@petra.ac.id.). In such services librarians provide assistance to users in finding information and answer questions. This study aimed to analyze the transaction reference services virtually through e-mail at the PCU Library, with a view of the types of questions based on user background, the writing style of language communication interaction used based on user background, and cultural values are revealed behind the user in virtual reference services (e-mail). This study uses content analysis (content analysis) of the transcript e-mail received librarians of reference services began March 10 until June 16, 2015. The results showed that the types of questions asked in reference service virtual (e-mail) in the Library UK Petra include: specific search, access online resources, operation of online resources, policies and procedures for services, and library holdings with background the student (PCU and non-PCU), faculty, and librarians. Based on the background of users found that overall more types of questions asked in virtual reference services (e-mail) is a problem of access to online resources, and generally submitted by the students. Then, the writing style of the user's language in interaction reference service virtual (e-mail) tends to be formal, which includes the word greeting, the message will be delivered, and regards cover, either by the student (PCU and non-PCU), lecturer, or librarians. While cultural values that revealed the background behind the user in virtual reference services (e-mail) is obedience, courtesy and politeness users.

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9

Goncharova, Victoria. "The diversity of lexicographic references." Scientific and Technical Libraries, no. 7 (July 1, 2018): 32–42. http://dx.doi.org/10.33186/1027-3689-2018-7-32-42.

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Based on the author’s detailed analysis of the archive of completed references, the specific classification of lexicographic references is introduced. The virtual lexicographical references are the result of joint efforts of bibliographers and lexicographers. This type of reference holds a specific place in bibliographic reference user service. Polyfunctionality and specific diversity make information specific features of this type of references. The focus is made on the subtypes of the lexicographic references; the examples are provided. Potential lexicographical and bibliographic services are suggested for the libraries’ virtual environment to support user self-education and self-service and intensive use of lexicographic information. The article is complemented by the table to present the classification of lexicographic virtual references.

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Khan, Nadim Akhtar, Huma Shafiq, Sabiha Zehra Rizvi, and Samah Mushtaq. "Social Networking Tools in Virtual Reference." International Journal of Virtual Communities and Social Networking 7, no. 3 (July 2015): 59–73. http://dx.doi.org/10.4018/ijvcsn.2015070104.

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The rapid advancements in web and availability of growing number of free social networking tools have greatly influenced the present day communication mechanisms. These tools have provided cheaper, instant and faster methods of communicating information irrespective of geographical and time barriers. Users especially the younger generation is much familiar with the use of such tools and modern libraries are experiencing rapid changes in user perceptions and information seeking patterns. Owing to the ease of accessibility of plethora of information resources via cell phones, tablets using smart apps, libraries are revisiting their methods of information delivery. Many libraries are using social networking tools for handling user queries and advertising their library products especially in Virtual Reference Services (VRS). Virtual reference is reference service initiated electronically where patrons employ computers or other technology to communicate with public services staff without being physically present. Communication channels used frequently in virtual reference include chat, video-conferencing, voice-over-IP, co-browsing, e-mail, and instant messaging (Reference and User Services Association [RUSA] Guidelines, 2010). It primarily refers to a network of expertise, intermediation and resources placed at the disposal of someone seeking answers in an online environment (Berube, 2003). It has brought about tremendous change in the concept of reference services in terms of information dissemination and user satisfaction. Various initiatives have already been taken to develop standards, guidelines and procedures for setting up successful digital reference systems. Virtual reference has emerged as a new powerful method of delivering reference and information service to a vast number of clientele distributed globally. It includes seamless access to global resources and the collection of knowledge for reference access, coupled with complementary access to information on the internet. It has brought about tremendous change in the concept of reference services in terms of information dissemination and user satisfaction. The seamless influence of Social Networking tools on virtual reference is quite evident and trend is fast shifting towards incorporating such tools in libraries at global level. These tools not only solve the problems of communicating in real time environment in all modes ranging from instant messaging to audio/visuals but also provide ample opportunities for libraries to retain their users. The present work thus discusses the concept of Virtual Reference Service and possible use of different Social Networking tools in present day Virtual Reference Systems for successfully addressing user queries.

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11

Nescheret, Marina Y. "Virtual Reference Service of the Russian State Library: Preliminary Results of Work." Bibliotekovedenie [Russian Journal of Library Science], no. 1 (February 10, 2010): 45–48. http://dx.doi.org/10.25281/0869-608x-2010-0-1-45-48.

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The article is devoted to the new form of reference service, so-called “the virtual reference service”. Its purpose is to provide the personalized information support to the remote users, without dependence on their site. Virtual reference service is constructed on a combination of opportunities of the automated search toolkit and professional skills of a bibliographer. Abroad the first virtual reference services have appeared in the middle of 1990th and now many foreign and Russian libraries have the specialized sections on the web-sites. In the Russian State Library the virtual reference desk has opened on April, 17, 2007. In spite of the fact that virtual help service of the Russian State Library has a small operational experience, it can be an example for successful realization of reference service on the basis of Internet technologies. It provides to the remote user efficiency, completeness and high quality of the information.

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12

Garvey, Maureen. "Virtual reference amid COVID-19 campus closure: a case study and assessment." Reference Services Review 49, no. 2 (June 2, 2021): 132–50. http://dx.doi.org/10.1108/rsr-01-2021-0005.

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PurposeThis case study was conducted to assess and make changes to the consortial virtual reference service for the remainder of the period of fully virtual reference (campus closure); a second objective was to consider implications for service design and delivery upon the eventual return to the physical campus.Design/methodology/approachThis paper begins by introducing the institution, reference practices prior to the pandemic and the changes to reference service necessitated by the campus closure. After a literature review of material related to reference and the pandemic, several years of virtual reference service data are analyzed.FindingsThe use of consortial virtual reference service has significantly increased in the pandemic, as demonstrated by questions asked by users and questions answered by librarians. Changes to work practices based on these data have been made.Originality/valueThis work is original in that it relates to the physical closure of the campus due to the pandemic, about which, to date, little has been published specifically concerning the design and delivery of reference services.

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13

Côté, Maryvon, Svetlana Kochkina, and Tara Mawhinney. "Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library." Reference & User Services Quarterly 56, no. 1 (September 23, 2016): 36. http://dx.doi.org/10.5860/rusq.56n1.36.

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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.

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14

Schubert, V. D. "Virtual reference service as a tool of reference-information servicing of Tomsk State University Research Library." Bibliosphere, no. 4 (December 30, 2017): 124–28. http://dx.doi.org/10.20913/1815-3186-2017-4-124-128.

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Tomsk State University Research Library offers many information-library services. The virtual reference service is designed to carry on users' requests in a remote access mode. Its goal is to provide prompt assistance in obtaining information for users, consulting readers on their request, attracting information resources inaccessible to users during their query execution, and promoting the library resources and services. The article objective is to analyze the activity of the virtual reference service as a tool for users’ reference-information servicing in Tomsk State University Research Library for April 2013 - July 2017. Based on statistical indicators such as user status, number of requests, number of queries, inquiry types; user reviews) it concludes the importance of this activity direction and its development prospects.

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15

Macdonald, Marlyse H. "Planning, Implementing, and Using a Virtual Reference Service." Medical Reference Services Quarterly 22, no. 2 (March 2003): 69–75. http://dx.doi.org/10.1300/j115v22n02_06.

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Zirpins, Christian, and Wolfgang Emmerich. "A reference model of virtual service production networks." Service Oriented Computing and Applications 2, no. 2-3 (June 25, 2008): 145–66. http://dx.doi.org/10.1007/s11761-008-0025-4.

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17

Hunter, Julie, Samantha Kannegiser, Jessica Kiebler, and Dina Meky. "Chat reference: evaluating customer service and IL instruction." Reference Services Review 47, no. 2 (June 10, 2019): 134–50. http://dx.doi.org/10.1108/rsr-02-2019-0006.

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Purpose Reflecting on the new ACRL Framework, a deficiency was observed in literature on the assessment of information literacy instruction in chat reference. An evaluation of recent chat transactions was undertaken and the purpose of the study was twofold. The purpose of this study is to discover if and how librarians were teaching information literacy skills in chat reference transactions and identify best practices to develop training and resources. Design/methodology/approach To start, a literature review was performed to identify current industry standards. A rubric, influenced by the ACRL Framework, was developed to evaluate chat transactions from one semester. Results from the assessment were compiled and interpreted to determine current practices. Findings This study identified the necessity of balancing customer service and instruction to manage student expectations and encourage successful chats. Best practices and strategies that librarians can use to provide a well-rounded service were culled for the development of training and resources. Originality/value Reference assumes a large portion of the services that academic librarians provide to students. As technology advances, librarians are relying on virtual platforms, including chat reference, as convenient and useful tools to provide reference services to the academic community. While face-to-face reference encourages information literacy instruction, it is challenging to perform the same instruction in a virtual setting where expectations are based on retail models. With the growing use of virtual services, evaluating the success of chat reference based on industry standards is imperative.

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Chow, Anthony S., and Rebecca A. Croxton. "A Usability Evaluation of Academic Virtual Reference Services." College & Research Libraries 75, no. 3 (May 1, 2014): 309–61. http://dx.doi.org/10.5860/crl13-408.

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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.

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Rossman, Linda, and Catherine A. Durivage. "InfoEyes Information Service: A Virtual Reference Service for Print-Impaired Individuals." Reference Librarian 50, no. 1 (January 8, 2009): 73–84. http://dx.doi.org/10.1080/02763870802546407.

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20

Meredith, William. "Web-Scale Search and Virtual Reference Service: How Summon Is Impacting Reference Question Complexity and Reference Service Delivery." Internet Reference Services Quarterly 18, no. 1 (January 2013): 1–13. http://dx.doi.org/10.1080/10875301.2013.803005.

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Gerbig, Madeline, Kathryn Holmes, Mai Lu, and Helen Tang. "From Bricks and Mortar to Bits and Bytes: Examining the Changing State of Reference Services at the University of Toronto Libraries During COVID-19." Partnership: The Canadian Journal of Library and Information Practice and Research 16, no. 1 (July 9, 2021): 1–10. http://dx.doi.org/10.21083/partnership.v16i1.6450.

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Before the pandemic, the University of Toronto was predominantly an in-person experience. The closure of physical libraries and shift to remote learning required library staff and users to adapt to new modes of supporting teaching, learning, and research. A survey was conducted about reference service delivery, staffing models, resources and tools, which asked the respondents to describe reference services at their libraries before and during the pandemic. The objectives of this survey were to capture the state of reference services at the University of Toronto Libraries (UTL), and to compare data about reference practices during the pre-pandemic and pandemic periods with the goal of identifying challenges and opportunities for the future of reference services at UTL. 70% of libraries surveyed used reference desks for reference services pre-pandemic, and during the pandemic, 75% of libraries used virtual reference appointments by video conferencing. The survey results show that reference service staffing and service hours in most surveyed libraries were reduced during the pandemic. Many respondents reported that while they offered fewer reference service hours during the pandemic, they continued to provide assistance outside of scheduled hours. Online tools and platforms that were already familiar to librarians remained popular during the pandemic, allowing service providers to quickly adapt to the virtual environment and ensure seamless service continuity. While the rapid transition in services at the University of Toronto was not without its challenges, it has also offered many new opportunities for re-envisioning reference services at the University of Toronto Libraries.

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Kantor, Sarah. "Reference speed dating: Creating a spark at the reference desk." College & Research Libraries News 81, no. 2 (February 4, 2020): 80. http://dx.doi.org/10.5860/crln.81.2.80.

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Reference services, whether face-to-face or virtual, have been and remain a core library service. The importance of reference services is reflected in the library and information science (LIS) curriculum, but it is often overlooked in continuing education opportunities for librarians. In both master’s degree programs and the few continuing education offerings for reference services, instructors generally focus on the reference interview. For many working librarians, this can feel rote and ineffectual. After all, they already learned this in school. Experienced librarians may also feel that the reference interview is old hat, while newer librarians would benefit more from real-world practice than a repeat of their reference class.

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Bondarenko, Elena, and Alla Dickaya. "Virtual reference service in the Central Scientific Library of Belarus National Academy of Sciences. (Practical experience)." Scientific and Technical Libraries, no. 8 (August 1, 2016): 44–54. http://dx.doi.org/10.33186/1027-3689-2016-8-44-54.

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The virtual reference services in the Central Scientific Library (Belarus NAS) enable remote users to get competent professional support and reliable information based on the library collection and Internet-resources. The authors examine the main functions of the virtual reference service and give statistical data based on fulfilled inquiries.

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Cogo, Elise. "Libraries Demonstrate Low Adherence to Virtual Reference Service Guidelines." Evidence Based Library and Information Practice 4, no. 2 (June 14, 2009): 152. http://dx.doi.org/10.18438/b8vs5b.

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A Review of: Shachaf, Pnina, and Sarah M. Horowitz. “Virtual Reference Service Evaluation: Adherence to RUSA Behavioral Guidelines and IFLA Digital Reference Guidelines.” Library & Information Science Research 30.2 (2008): 122-37. Objectives – This study evaluates the level to which virtual (asynchronous e-mail) reference services adhere to professional guidelines. Specifically, it addresses the following research questions: 1) To what extent do virtual reference services adhere to the American Library Association (ALA) Reference and User Services Association (RUSA) and the International Federation of Library Associations (IFLA) guidelines? 2) How does the level of adherence to RUSA or IFLA guidelines vary based on request type, user name, and institution? 3) Is there a correlation between outcome measures of reference transactions (accuracy, completeness, and satisfaction) and the level of adherence to RUSA or IFLA guidelines? Design – Unobtrusive evaluation of researcher-generated queries. Setting – Fifty-four academic libraries in North America. Subjects – A total of 324 queries were sent to the 54 libraries, with each library receiving six different types of requests from six different user names. Methods – Researchers developed two coding schemes for the guidelines (34 codes and 12 attributes for the RUSA guidelines and 33 codes and 10 attributes for the IFLA guidelines). Each of the six user names used represented an ethnic and/or religious group identity: Mary Anderson (Caucasian, Christian), Moshe Cohen (Caucasian, Jewish), Ahmed Ibrahim (Arab), Latoya Johnson (African American), Rosa Manuz (Hispanic), and Chang Su (Asian). The six request types were designed so that three would be answered (questions 1-3) and three would be out of scope and not answered (questions 4-6). The following queries were sent, individualized for each institution: 1) Dissertation query; 2) Sports team query; 3) Population query; 4) Subject query; 5) Article query; 6) Request for a PDF copy. The 324 queries were uploaded into NVivo 2 software, and all e-mail transactions were coded and analyzed. Main Results – Analysis of the 324 transactions from 54 libraries showed the following results: 1) Low levels of adherence to both sets of guidelines; 2) Varied levels of adherence based on request types and user names on both sets of guidelines; 3) Variation in institutional rank according to different sets of guidelines; 4) No correlation between user satisfaction and adherence to either set of guidelines. Conclusion – This study suggests that higher levels of virtual reference service effectiveness could be achieved by automatically integrating some less observed behaviours (e.g., thank you notes) into replies sent to users and by increasing librarians’ awareness of professional guidelines through training and detailed institutional policies. The authors also suggest that librarians should be aware of their tendencies to react differently to different user groups, and that administrators can facilitate this by providing diversity workshops.

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Shifa Fathima, J. "Challenge Management of Banking Services – with Special Reference to Virtual Banking Service Challenges." Shanlax International Journal of Management 7, no. 3 (January 1, 2020): 57–66. http://dx.doi.org/10.34293/management.v7i3.1620.

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The Indian Banking industry is seeing an exceptional challenge. To remain ahead, banks are thinking of plenty of services to draw customers. Services including 24-hours banking, Service at entryway step, Telephone banking, Internet banking, Extended Business Hours (EBH), Speedy handling are just a couple to mention. The larger piece of the present bank transactions happens elsewhere other than in-branch premises. This shows the growth of “virtual” banks in India. With accommodation, speed, productivity, and adequacy, these virtual banks, as a result, have opened up another universe of conceivable outcomes and brought major changes in giving a wide scope of services. Virtual banks are presently observed as a response to the challenge of planning another service channel that is completely secure, useful, and which customers can promptly figure out how to utilize and confide in it. (Aladwani, A, M.) Virtual banking, an amazing “esteem included” instrument, has become the point of convergence for banks to attract and hold customers. However, the point of these services is to satisfy customers; there is a need to comprehend customer mindfulness, observation, and significantly the degree of satisfaction. Virtual banking is a transporter that licenses customers to access and do economic transactions on their financial foundation obligations from their web empowered PC systems with net association with banks’ web locales whenever 24 Hours. Banks assume a vital job in advancing online businesses. Even though V-customers have the alternative of money down, which is by all accounts secure reliable, still there is an inclination for the V-payment plans, which must be given through banks. Banks go about as solid and dependable go-betweens in online transactions, and they give an intense opening in the online business. At present, banks have V-payment systems like Internet banking, electronic fund transfers (NEFT/RTGS), plastic money (credit card and debit card), and portable banking. These systems give payment to online transactions like the online acquisition of items, versatile revives, lodging booking, ticket booking, and so forth by considering a wide range of safety efforts. For the genuine working of these V-services, the need for able frameworks is an unavoidable element. Reserve Bank of India is observing and inspecting the legitimate and different requirements of V-Banking on persistent bases to guarantee that V-banking would create on sound lines, and V-Banking related challenges would not represent a risk to financial dependability. Hence, the present study is on the challenges of Virtual banking services in its challenge management strategies and the study based on secondary sources of data.

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Luo, Lili. "Reference service in Second Life: an overview." Reference Services Review 36, no. 3 (August 15, 2008): 289–300. http://dx.doi.org/10.1108/00907320810895378.

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PurposeThe purpose of this paper is to provide an overview of how reference service is provided in the 3D virtual world, Second Life (SL), and to further the professional understanding of the newest reference “frontier” and its impact on the library reference world.Design/methodology/approachA survey study was conducted to examine the nature and practice of reference service provided by volunteer reference practitioners in SL. Different aspects of SL reference were studied, including types of reference questions, types of reference sources, communication methods, reference competencies and differences between SL reference and real life reference.FindingsThe paper reveals that, as an independent service point, the SL reference desk serves mostly SL‐related information needs and reference librarians rely heavily on their personal knowledge to answer users' questions. One distinct feature of the SL reference desk is its social nature. It functions both as a place for social gathering and a place for information and reference service.Practical implicationsThis study investigates various aspects of SL reference service and introduces the new reference development to a larger audience. Findings from this study will help practitioners who are interested in adopting new technologies in reference work obtain a thorough understanding of SL reference and its value to their respective communities, and hence, design better virtual services for users.Originality/valueThis study is the first study to systematically examine reference activities in SL and present in‐depth views on the nature and practice of SL reference.

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McGraw, Kathleen A., Jennifer Heiland, and Julianna C. Harris. "Promotion and Evaluation of a Virtual Live Reference Service." Medical Reference Services Quarterly 22, no. 2 (March 2003): 41–56. http://dx.doi.org/10.1300/j115v22n02_04.

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28

Peters, Tom, Lori Bell, Sharon Ruda, and Diana Brawley Sussman. "InfoEyes: A Virtual Reference Service for the Visually Impaired." Library Hi Tech News 21, no. 6 (July 2004): 5–11. http://dx.doi.org/10.1108/07419050410554834.

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29

Sekyere, Kwabena. "Virtual Reference Service in Academic Libraries in West Africa." Journal of Library & Information Services in Distance Learning 5, no. 1-2 (January 2011): 3–9. http://dx.doi.org/10.1080/1533290x.2011.548233.

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30

Casebier, Katherine D. "The University of Texas at Arlington's Virtual Reference Service." Public Services Quarterly 2, no. 2-3 (July 20, 2006): 127–42. http://dx.doi.org/10.1300/j295v02n02_09.

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31

Šercar, Tvrtko-Matija. "Going live: starting and running a virtual reference service." Organizacija znanja 10, no. 1 (2005): 53–55. http://dx.doi.org/10.3359/oz0501053.

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32

Kibbee, Jo. "Librarians without Borders? Virtual Reference Service to Unaffiliated Users." Journal of Academic Librarianship 32, no. 5 (September 2006): 467–73. http://dx.doi.org/10.1016/j.acalib.2006.05.003.

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33

Rourke, Lorna, and Pascal Lupien. "Learning from Chatting: How Our Virtual Reference Questions Are Giving Us Answers." Evidence Based Library and Information Practice 5, no. 2 (June 17, 2010): 63. http://dx.doi.org/10.18438/b87k7f.

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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.

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Pun, Raymond. "WeChat in the library: promoting a new virtual reference service using a mobile app." Library Hi Tech News 32, no. 6 (August 3, 2015): 9–11. http://dx.doi.org/10.1108/lhtn-03-2015-0017.

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Purpose – The purpose of this paper is to address how New York University Shanghai Library utilizes WeChat to support students’ research and information needs. WeChat is a mobile text and voice messaging communication service developed in China. Released in 2011, it currently has over 355 million users worldwide. The paper explores the information exchanges and interactions as well: what are students asking and what they can gain from this app; and features of the app are explored: WeChat can send files, support video-chat and group and voice messaging. By examining the opportunities and challenges of this app, the paper offers best practices to maximize WeChat as a library virtual service. Design/methodology/approach – The design approach of this paper is to analyze the information exchanges and interactions from participants. By collecting and analyzing the responses, the paper presents the opportunities of the app in supporting patrons who are often mobile and also how the app can be used for student engagement that is beyond reference services. Findings – From virtual reference to social media outreach, this paper finds that the app can offer a wide range of support and service through the library. Based on the positive daily interactions in the app, the research notes that the app can be utilized in many contexts: to support virtual service, to create student engagement, to promote library services and to create an online community of student users. Originality/value – This paper introduces in the context of an American institution and how this app can be utilized to support virtual reference and student engagement. The most important feature of this work is to demonstrate how to use this app to promote and to provide library services remotely. The paper introduces an alternative virtual reference service that can be utilized in any university setting.

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Armann-Keown, Vera, Carol A. Cooke, and Gail Matheson. "Digging deeper into virtual reference transcripts." Reference Services Review 43, no. 4 (November 9, 2015): 656–72. http://dx.doi.org/10.1108/rsr-04-2015-0024.

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Purpose – The purpose of the study is to identify the information needs of patrons in a large Canadian academic library system by analyzing the types of questions asked through the Library’s “Ask A Librarian” system. The results provide information on specific areas of competencies and training for staff providing virtual reference services. Design/methodology/approach – This article looks at virtual reference data collected between January and April 2012 from a large Canadian academic library and provides an analysis of the types of questions asked by library users. The researchers developed a detailed coding scheme for the analysis of question type and referrals made, and used the qualitative analysis software NVivo™ to code and analyze the data. Findings – The results of this analysis found that patrons often tap into synchronous online library help when they encounter challenges with online library resources. Specific areas of patron training to be developed were also identified. Finally, areas for staff training were uncovered which will help the library provide a consistent level of service to patrons. Originality/value – This is the first study in the library community to conduct a detailed analysis of the virtual reference transcripts from a large Canadian university using the NVivo™ content analysis software. The study developed and employed more detailed coding categories then has been used in previous studies to provide more information about the questions that patrons are unable to complete on their own. The study also captures detailed information pertaining to referrals.

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Maximiek, Sarah, Erin Rushton, and Elizabeth Brown. "Coding into the Great Unknown: Analyzing Instant Messaging Session Transcripts to Identify User Behaviors and Measure Quality of Service." College & Research Libraries 71, no. 4 (July 1, 2010): 361–74. http://dx.doi.org/10.5860/crl-48r1.

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After one year of providing virtual reference service through an instant messaging (IM) service, Binghamton University (BU) Libraries, under the purview of its Digital Reference Committee (DRC), undertook a study of collected session transcripts. The goals of this work were to determine who was using the IM service and why; if staffing for the service was adequate and met our in-person reference standards; and if improvements to the libraries’ existing reference services were needed. The findings revealed that 31 percent of identifiable users were students and 5 percent of users were campus community members. The analyses also revealed that many used the service for complex questions and not just ready reference, policy, and directional questions as had been expected. The most common question types were Web site navigation help (29% of all sessions), research assistance (22%), and instructional questions (23%). The American Library Association Reference & User Services Association (RUSA) Guidelines for the Behavioral Performance of Reference and Information Service Providers were used to measure quality of service. The findings reveled that approachability, showing interest, and listening were each demonstrated in over 80 percent of sessions, indicating these activities can be demonstrated effectively in a virtual environment. The study also found that questions were correctly answered 84 percent of the time. The study provided valuable insight into how patrons approach and locate information on our Web site and demonstrated a need for additional training, improved site design and navigational aids, and future discussions of staffing alternatives for the IM service.

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Schroeder, Sarah Bartlett. "Graduate Assistants Trained in Reference May Not Consistently Apply Reference Interview and Instructional Strategies in Reference Interactions." Evidence Based Library and Information Practice 15, no. 4 (December 15, 2020): 164–66. http://dx.doi.org/10.18438/eblip29750.

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A Review of: Canuel, R., Hervieux, S., Bergsten, V., Brault, A., & Burke, R. (2019). Developing and assessing a graduate student reference service. Reference Services Review, 47(4), 527–543. https://doi.org/10.1108/RSR-06-2019-0041 Abstract Objective – To evaluate the effectiveness of a reference training program for graduate student employees that seeks to encourage use of reference interview and instruction techniques in virtual and in-person reference interactions. Design – Naturalistic observation with qualitative content analysis. Setting – A large, public research university in Montreal, Canada. Subjects – Three graduate students in Library and Information Science employed by the university library to provide virtual and in-person reference services. Methods – After completing a training program, the three participants provided virtual and in-person reference training for two consecutive semesters. They self-recorded their desk interactions in a Google form. These self-reports, along with their online chat transcripts from QuestionPoint, were the subject of this study’s analysis. Focusing on the QuestionPoint data, the authors coded the transcripts from these participants’ online reference interactions to reflect the presence or absence of a reference interview and various instructional techniques in their responses to patrons. Also, all in-person and virtual questions were examined and categorized as being either transactional or reference questions. Reference questions were further categorized as basic, intermediate, or advanced questions. Main Results – Of the chat transcripts analyzed, 49% were classified as containing reference questions rather than transactional questions. At the desk, 21.9% of interactions were coded as reference questions. Taking the two semesters together, 232 of 282 virtual reference questions were considered basic, while 41 were labelled intermediate, and 9 classified as advanced. Similarly, of 136 desk reference questions, 120 were classified as basic, 14 as intermediate, and 2 as advanced. In their coding of chat transcripts, researchers indicated whether the interaction contained no reference interview, a partial reference interview, or a complete reference interview. Virtual chat transcripts from both fall and winter semesters showed that no reference interview took place in 77.3% of interactions. Authors noted evidence of partial reference interviews in 19.3% of fall transcripts and 21.5% of winter transcripts. Complete reference interviews took place in 3.4% of fall and 1.2% of winter transcripts. Additionally, authors found that 65.5% of chat transcripts contained elements of instruction, with Modelling and Resource Suggestion being the most prevalent forms. Conclusion – Because the graduate students used complete or partial reference interviews in a small number of their virtual reference questions, the authors of this study determined that more emphasis ought to be placed on reference interviews, particularly virtual reference interactions, in future training programs. Graduate students employed instructional strategies in observed virtual reference interactions, a promising trend.

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Rahmi, Lailatur. "MEDIA KOMUNIKASI SEBAGAI AKSES LAYANAN REFERENSIVIRTUAL DI PERPUSTAKAAN UNIVERSITAS INDONESIA." Buletin Al-Turas 25, no. 1 (July 3, 2019): 17–36. http://dx.doi.org/10.15408/bat.v25i1.10816.

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AbstractThe Reference Service is one of the library services designed to assist the users of the library in meeting their information needs. The development of reference services is, especially, important in the tertiary educational institutions. The growth of incredible information and technological developments decline the number of users of the printed reference collections ; there are pros and cons when it comes to the technology that, supposedly, make things easier and practical. The study aims to describe the usefulness of communication media in virtual reference services at the University of Indonesia Library. The results of the study illustrate that the University of Indonesia library has provided communication media as access to virtual reference services through various communication media due to the influence of the development of technological sophistication

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Berube, Linda. "Ask Live! UK public libraries and virtual collaboration." Library and Information Research 27, no. 86 (August 13, 2009): 43–50. http://dx.doi.org/10.29173/lirg146.

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Ask A Librarian, the UK public library digital reference service, has been piloting LSSI's Virtual Reference Toolkit. The pilot, managed by Ask administrator Co-East, went live to public users in May 2003 and will continue through September 2003. The pilot objectives include not only an evaluation of the software and support offered by LSSI, but also the eventual integration of the chat component with the main web-form service, and the implications for uptake and sustainability. This article combines a report of the largely positive initial findings of the pilot with an overview of digital reference service and UK public libraries.

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Kazmer, Michelle M., Gary Burnett, and Michael H. Dickey. "Identity in customer service chat interaction: Implications for virtual reference." Library & Information Science Research 29, no. 1 (March 2007): 5–29. http://dx.doi.org/10.1016/j.lisr.2006.10.006.

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Jerant, Lisa Lott, and Kenneth Firestein. "Not Virtual, but a Real, Live, Online, Interactive Reference Service." Medical Reference Services Quarterly 22, no. 2 (March 2003): 57–68. http://dx.doi.org/10.1300/j115v22n02_05.

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Guan, Hao, Thècle Alix, and Jean-Paul Bourrières. "Reference Product-Service System Lifecycle Models in Virtual Enterprise Context." Procedia CIRP 64 (2017): 387–92. http://dx.doi.org/10.1016/j.procir.2017.03.022.

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Jin, Yi, Min Huang, Haoming Lin, and Jing Guo. "Study on the collaboration mechanism of the virtual reference service." Electronic Library 25, no. 6 (November 20, 2007): 733–40. http://dx.doi.org/10.1108/02640470710837155.

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Shachaf, Pnina, and Sarah M. Horowitz. "Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines." Library & Information Science Research 30, no. 2 (June 2008): 122–37. http://dx.doi.org/10.1016/j.lisr.2007.12.002.

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Duffus, Orolando. "Assessing UNC-Greensboro’s Reference Interns Program: Enhancing the employability of LIS students." College & Research Libraries News 78, no. 5 (May 11, 2017): 259. http://dx.doi.org/10.5860/crln.78.5.259.

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For decades libraries have been highly dependent on student interns to provide reference and other library services. In recent years, the roles and responsibilities of reference librarians have undergone significant changes. With the emergence of technology and development of virtual communication channels, reference service is no longer limited to a single physical space. In many academic libraries, the reference desk is either staffed by highly trained paraprofessionals or by student workers. In other instances, the reference desk has been dissolved or merged with other service points such as circulation or access services. Some libraries have moved to a system where patrons are referred to subject librarians or liaisons when specialized expertise and in-depth research techniques are required.

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Yao, Fei, Chengyu Zhang, and Wu Chen. "Smart talking robot Xiaotu: participatory library service based on artificial intelligence." Library Hi Tech 33, no. 2 (June 15, 2015): 245–60. http://dx.doi.org/10.1108/lht-02-2015-0010.

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Purpose – The purpose of this paper is to introduce a participatory library service based on artificial intelligence (AI). Design/methodology/approach – AI technologies and various technologies for facilitating the use of the currently existing libraries and the third-party resources are combined in the new mobile and social networking environments to provide an innovative real-time virtual reference service. Special aesthetic design and library marketing measures are adopted to expand the gains of the service. Questionnaire survey, in-depth interview, and statistical analysis are conducted to evaluate the effects of the service. Findings – A smart talking robot called Xiaotu (female) is developed. This robot is regarded as a promising new online reference service modus operandi. Four factors contribute to the success of the robot, namely, AI, self-learning, vivid logo and language, and modular architecture. Practical implications – Xiaotu presents a participatory library service, in which users participate in the resources collection and become content co-creators. Her presence at anytime and anywhere on any kind of terminal maximizes her potential for the delivery of virtual reference services. Xiaotu has the potential to be a general reference robot or a costumed institute robot. Originality/value – AI is adopted in libraries to form an innovative online reference service. The participatory library service is practiced through a high-featured interactive communication. The aesthetic design of Xiaotu and the related promotions are new in libraries as well.

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Saunders, Laura. "Identifying Core Reference Competencies from an Employers’ Perspective: Implications for Instruction." College & Research Libraries 73, no. 4 (July 1, 2012): 390–404. http://dx.doi.org/10.5860/crl-281.

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Reference services are in transition. Impacted by advances in technology, changing user expectations, and the migration to greater provision of online and distance service, reference in academic libraries today is not the same service it was even just a decade ago. Most literature looks at reference competencies either for a specific service model such as virtual reference, or a specific type of library like an academic health or law library. Despite the changing nature of the job, few studies have considered reference competencies more broadly from the employer’s point of view. This study reports the preliminary results of a survey of current reference librarians and hiring managers to answer the following questions: What knowledge, skills, and competencies do current practitioners and hiring managers believe to be valuable for the provision of reference services now and into the future? What areas do managers find lacking or underdeveloped in their new hires? How well do current library science programs prepare students to meet employer expectations for reference positions?

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Shaura, Rizkiana Karmelia, Tamara Adriani Salim, and Hendra Kurniawan. "Layanan referensi virtual perpustakaan Universitas Leiden melalui perpustakaan KITLV-Jakarta." Berkala Ilmu Perpustakaan dan Informasi 16, no. 2 (December 1, 2020): 253–66. http://dx.doi.org/10.22146/bip.v16i2.70.

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Introduction. This study discusses Leiden University Library reference services through the KITLV-Jakarta. Since KITLV was acquired by the Leiden University Library, the KITLV-Jakarta Library which was a KITLV-Dutch representative, is now a representative of the Leiden University Library in Jakarta. Data Collection Method. This study used a qualitative approach with descriptive research involving observations and interviews as well as primary document data sources. Data Analysis. The data was analyzed by involving the process of data reduction, interpretation, and conclusion. Results and Discussions. The results of the study indicate that reference services, particularly for reference collections found in the Leiden University Library cannot be accessed directly through the KITLV-Jakarta Library. Only KITLV librarians can request the reference service from Leiden University librarians. Conclusion. Librarians at the KITLV-Jakarta Library do not have the same access as librarians at the Leiden University Library, even though the KITLV-Jakarta Library is a representative of the Leiden University Library in Jakarta.

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Pomerantz, Jeffrey, and Lili Luo. "Motivations and uses: Evaluating virtual reference service from the users' perspective." Library & Information Science Research 28, no. 3 (September 2006): 350–73. http://dx.doi.org/10.1016/j.lisr.2006.06.001.

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Arya, Harsh Bardhan, and J. K. Mishra. "Oh! Web 2.0, Virtual Reference Service 2.0, Tools & Techniques (II)." Journal of Library & Information Services in Distance Learning 6, no. 1 (January 2012): 28–46. http://dx.doi.org/10.1080/1533290x.2012.660878.

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