This article discusses the evaluation of virtual reference services from the user perspective. It is one outcome of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. These studies have identified the need for, and essential components of, reference interviews and good reference behaviors. The third phase of this research focuses on the factors that make a difference to the users' satisfaction with their virtual reference experience and whether these are the same or different from the ones we identified as important in face-to-face reference. An examination of user accounts of virtual reference transactions indicates that the reference interview has almost disappeared. Among the reasons identified for staff failure to conduct reference interviews in the virtual environment are: the nature of written vs. spoken interaction; the librarian's perceived need to respond quickly in this environment; and the rudimentary nature of the forms used in e-mail ref- Kirsti Nilsen is Adjunct ProfessorDownloaded by [University of Arizona] at 12:58 14 June 2016 erence. The article includes a list of behaviors that users identified as either helpful or unhelpful and concludes with some implications of the research for good virtual reference service.
Purpose -The purpose of this paper is to compare user perspectives on visits to in-person and virtual reference services conducted by participants in the Library Visit Study, an ongoing research project. Design/methodology/approach -This paper compares satisfaction rates, identifies staff behaviours that influence user satisfaction, and suggests how both face-to-face and virtual reference can be improved. Since 1990, participants in the Library Visit Study have been MLIS students who ask questions at in-person and virtual reference desks, and report on their experiences. In addition to these accounts, students complete questionnaires on their experiences. Level of satisfaction with the in-person or virtual transactions, based on the "willingness to return" criterion, are computed. Satisfaction is compared with other factors such as correctness of answers and friendliness of library staff. Underlying problems that influence satisfaction are identified. Findings -Data from 261 in-person and 85 virtual reference transaction accounts (both e-mail and chat) show that virtual reference results in lower satisfaction than in-person reference. Underlying problems that are associated with user dissatisfaction were identified in face-to-face reference and carry over to virtual reference, including lack of reference interviews, unmonitored referrals and failure to follow-up.Research limitations/implications -The number of virtual reference visits is relatively small (85) compared with 261 in-person visits. Practical implications -The reasons for ongoing failures are examined and solutions that can help improve both face-to-face and virtual reference are identified. Education and training of reference staff can be improved by recognition of the behavioural causes of dissatisfaction in users. Originality/value -This paper provides empirical data that compare user perceptions of in-person and virtual reference.
IntroductionThis chapter 1 reviews the economics literature pertaining to public sector information. In addition, the economic arguments put forward in government studies and policy documents are reviewed, focusing on the current push for harmonization of public sector information policy across the European Union and the debate as to which model of information dissemination is preferable (i.e., the U.S. open access model versus the more restrictive European model). Some works by economists that appeared in the library and information science (LIS) and other literatures are covered, but the LIS literature in general is not reviewed.The term "public sector information" (PSI) is used here rather than "government information" or "official information." The terms are synonymous, although PSI can be construed more broadly, to include any information produced by public sector bodies, including cultural and educational institutions. Public sector information (and content) is any kind of information that is produced and/or collected by a public body as part of the institution's mandated role. It is directly generated by, and associated with, the functioning of the public sector and is readily useable in commercial applications (Organisation for Economic Co-operation and Development, Directorate for Science, Technology and Industry, Working Party on the Economy, 2006). As will be discussed, the economic value of its commercial use is the focus of much recent attention in Europe.The chapter begins with a brief summary of neoclassical economic theory, including the concepts of market failure and public goods, to lay the groundwork for the review. Readers familiar with these concepts may wish to move directly to the section on the economics of information. The literature on the history of information economics; the definitions of information used by economists; and their concepts of information as a public good, as a commodity, and as a contributor to social value are addressed. The review then focuses on the economic arguments and rationalization for public sector versus private sector supply of information, the impact of PSI on general economic efficiency, commercial re-use, value adding, and revenue generation. Then the literature on the pricing of information and the arguments around the imposition of user fees for PSI, and, finally, the arguments for CHAPTER 10 419 and against copyrighting PSI are reviewed. The vast literature on the economics of e-government and of privatization is not addressed. Neoclassical Economic TheoryNeoclassical economic theory and social welfare theory are of particular interest for this review because both underlie the development of the economics of information. As Nobel economist Donald Lamberton pointed out (1994a), neoclassical economics provided a base and a language for information economics, which was necessary in order to keep an open dialogue with the economics profession, as well as with international and national decision makers in industry and government.According to the neoclassic...
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