Journal articles: 'Virtual reference services'

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Sims, Melanie E. "Virtual Reference Services." Reference Librarian 38, no. 79-80 (November 20, 2002): 267–79. http://dx.doi.org/10.1300/j120v38n79_18.

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Bishop, Bradley Wade, and Matt Torrence. "Virtual Reference Services." College & Undergraduate Libraries 13, no. 4 (March 20, 2007): 117–27. http://dx.doi.org/10.1300/j106v13n04_08.

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Pomerantz, Jeffrey. "Virtual reference services: Evaluation of online reference services." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 15–19. http://dx.doi.org/10.1002/bult.2008.1720340206.

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Cheng, Yungrang Laura. "Virtual reference services: Introduction." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 6–7. http://dx.doi.org/10.1002/bult.2008.1720340203.

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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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Lori Eakin and Jeffrey Pomerantz. "Virtual Reference, Real Money: Modeling Costs in Virtual Reference Services." portal: Libraries and the Academy 9, no. 1 (2008): 133–64. http://dx.doi.org/10.1353/pla.0.0035.

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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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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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Moyo, Lesley M. "Virtual Reference Services and Instruction." Reference Librarian 46, no. 95-96 (December 7, 2006): 213–30. http://dx.doi.org/10.1300/j120v46n95_13.

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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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Lankes, R. David. "Virtual reference services: Virtual reference to participatory librarianship: Expanding the conversation." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 11–14. http://dx.doi.org/10.1002/bult.2008.1720340205.

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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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Khan, Nadim Akhtar, and Tazeem Zainab. "Virtual Reference Services in Modern Libraries." International Journal of Digital Library Systems 5, no. 2 (June 2015): 1–17. http://dx.doi.org/10.4018/ijdls.2015070101.

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Shachaf, Pnina, and Sarah Horowitz. "Are virtual reference services color blind?" Library & Information Science Research 28, no. 4 (December 2006): 501–20. http://dx.doi.org/10.1016/j.lisr.2006.08.009.

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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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Mon, Lorri. "Chat reference: A guide to live virtual reference services." Journal of the American Society for Information Science and Technology 55, no. 4 (2004): 366–68. http://dx.doi.org/10.1002/asi.10395.

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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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Bailey-Hainer, Brenda. "Marketing Virtual Reference Services: The AskColorado Experience." OLA Quarterly 10, no. 2/3 (2004): 12–17. http://dx.doi.org/10.7710/1093-7374.1059.

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Olszewski, Lawrence, and Paula Rumbaugh. "An International Comparison of Virtual Reference Services." Reference & User Services Quarterly 49, no. 4 (June 1, 2010): 360–68. http://dx.doi.org/10.5860/rusq.49n4.360.

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Watson, James. "A Review of “IMPLEMENTING VIRTUAL REFERENCE SERVICES”." Internet Reference Services Quarterly 19, no. 2 (April 3, 2014): 127–29. http://dx.doi.org/10.1080/10875301.2014.912931.

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Vogus, Brad. "Examining virtual reference services in academic libraries." Public Services Quarterly 16, no. 4 (October 1, 2020): 249–53. http://dx.doi.org/10.1080/15228959.2020.1818664.

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Peters, Timothy. "Online students' use of virtual reference services." Journal of Electronic Resources Librarianship 30, no. 1 (January 2, 2018): 1–8. http://dx.doi.org/10.1080/1941126x.2018.1443901.

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Cummings, Joel, Lara Cummings, and Linda Frederiksen. "User Preferences in Reference Services: Virtual Reference and Academic Libraries." portal: Libraries and the Academy 7, no. 1 (2007): 81–96. http://dx.doi.org/10.1353/pla.2007.0004.

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Moyo, Lesley M. "Reference anytime anywhere: towards virtual reference services at Penn State." Electronic Library 20, no. 1 (February 2002): 22–28. http://dx.doi.org/10.1108/02640470210418236.

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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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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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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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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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Shrimplin, Aaron, and Susan Hurst. "A Virtual Standoff – Using Q Methodology to Analyze Virtual Reference." Evidence Based Library and Information Practice 2, no. 4 (December 7, 2007): 3. http://dx.doi.org/10.18438/b8630n.

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Abstract Objective - To develop an exploratory understanding of reference librarians’ perceptions of virtual reference. Methods – Q methodology was used to uncover points of view about virtual reference. Thirty-four librarians sorted 28 statements covering a wide range of opinions about virtual reference. Factor analysis was used to analyze the Q-sorts and factor scores were calculated to aid the task of understanding and interpretation. Results - The factor analysis revealed three attitudinal typologies: Technophiles, Traditionalists, and Pragmatists. Each factor represents a group of reference librarians who think similarly about virtual reference. Conclusions - This type of analysis provides data on the actual range of feelings and attitudes about providing virtual reference services. The factor analysis demonstrates that there are still a variety of strongly held viewpoints concerning virtual reference. Convergence towards either acceptance or rejection does not appear to be forthcoming. By using this type of analysis and the resulting data as a basis for decision making, administrators could staff services more efficiently and with the resulting better fit between librarians and their positions, possibly increase morale.

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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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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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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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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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Janes, Joseph. "Virtual reference services: An informal history (and possible future) of digital reference." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 8–10. http://dx.doi.org/10.1002/bult.2008.1720340204.

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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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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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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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Breidenbaugh, Andrew. "Budget Planning and Performance Measures for Virtual Reference Services." Reference Librarian 46, no. 95-96 (December 7, 2006): 113–24. http://dx.doi.org/10.1300/j120v46n95_08.

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Zheng, Songhui. "Virtual reference services in China: helping the information‐poor." Electronic Library 24, no. 6 (November 2006): 763–73. http://dx.doi.org/10.1108/02640470610714206.

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Shachaf, Pnina. "Virtual reference services: Implementation of professional and ethical standards." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 20–24. http://dx.doi.org/10.1002/bult.2008.1720340207.

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Joint, Nicholas. "Virtual reference, Second Life and traditional library enquiry services." Library Review 57, no. 6 (June 27, 2008): 416–23. http://dx.doi.org/10.1108/00242530810886689.

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Radford, Marie L., Laura Costello, and Kaitlin Montague. "Surging virtual reference services: COVID-19 a game changer." College & Research Libraries News 82, no. 3 (March 4, 2021): 106. http://dx.doi.org/10.5860/crln.82.3.106.

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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.

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Hughes, Annie M. "Adherence to RUSA’s Guidelines for Virtual Reference Services is Below Expected in Academic Libraries." Evidence Based Library and Information Practice 5, no. 4 (December 17, 2010): 105. http://dx.doi.org/10.18438/b8jp6w.

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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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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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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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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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Connaway, Lynn Silipigni, Marie L. Radford, and Timothy J. Dickey. "Virtual reference services: On the trail of the elusive non-user: What research in virtual reference environments reveals." Bulletin of the American Society for Information Science and Technology 34, no. 2 (September 17, 2008): 25–28. http://dx.doi.org/10.1002/bult.2008.1720340208.

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Emmanuel Baro, Ebikabowei, Bueaty U. Efe, and Gboyega K. Oyeniran. "Reference inquiries received through different channels." Reference Services Review 42, no. 3 (August 5, 2014): 514–29. http://dx.doi.org/10.1108/rsr-09-2013-0049.

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Purpose – This study aims to investigate the different channels reference librarians receive reference inquiries from patrons in university libraries in Nigeria. Design/methodology/approach – A questionnaire was used to collect data on the various channels through which reference librarians received reference inquiries in Nigerian university libraries. The questionnaire was administered using an online method. Findings – It emerged that the face-to-face traditional reference desk was rated as the highest channel through which librarians receive reference inquiries in Nigeria, followed by library Facebook page and phone/short message service (SMS). Instant messaging (IM) and e-mail were identified as the least used channels by the patrons. The challenges mentioned include the absence of policy statements concerning virtual reference services; the lack of information and communications technology (ICT) skills on the part of librarians; slow Internet connectivity; power failures; management’s lack of support for emerging technologies; IM’s limitations; user’s expectations of instant answer; inarticulate requests; and lack of adequate current reference materials. Research limitations/implications – The findings are from a small sample size; therefore, the findings may not be substantial enough to generalize. Further study is necessary to determine if these results are consistent throughout other university libraries in Nigeria. Originality/value – The findings will inform university libraries in developing countries that are planning to adopt virtual reference services to deliver reference services to users anywhere, anytime.

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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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Prieto, Adolfo G. "Humanistic perspectives in virtual reference." Library Review 66, no. 8/9 (November 7, 2017): 695–710. http://dx.doi.org/10.1108/lr-01-2017-0005.

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Purpose Virtual reference is a part of the services offered at academic and other types of libraries. This paper discusses humanistic perspectives that merit consideration in the provision of virtual reference (VR), including mindfulness, authenticity, emotional intelligence (EI) and counseling. This study aims to make these perspectives become a part of the language and practice of virtual reference through this discussion. Design/methodology/approach The paper establishes a framework for the VR perspectives it discusses by examining relevant literature for background information and practical applications. Findings VR has the potential to benefit from the interrelated humanistic perspectives of mindfulness, authenticity, EI and counseling. It is through the counseling perspective that mindfulness, authenticity and EI are embodied to offer a more transformational and less transactional experience for both librarians and users. Research limitations/implications While the paper provides examples of language used by the author to illustrate the counseling perspective, a future study, whereby virtual reference transcripts are formally analyzed, may be beneficial to determine other expressions of counseling and its related perspectives of mindfulness, authenticity and EI. Practical implications This paper provides a resource especially helpful to individuals new to VR or who seek opportunities for growth in providing VR. Originality/value In addition to taking a multifaceted view of VR through the humanistic perspectives presented, this paper also offers a multidisciplinary approach in its discussion, drawing from areas such as business and medicine.

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Journal articles on the topic 'Virtual reference services'

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