A History of the Developments in Virtual Reference Services at the College of Charleston Library

Profit, Steven

doi:10.1080/10875300902949630

Cited by 6 publications

(2 citation statements)

References 11 publications

(5 reference statements)

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“…Both analyses examine virtual reference in broad terms. Profit (2009) provides details on the history of virtual reference at one university library. He reports that changes in platform impacted usage and that a switch to IM dramatically increased traffic, "surpassing 24/7 chat and e-mail," (Profit, 2009, p. 8).…”

Section: Literature Reviewmentioning

confidence: 99%

Virtual question changes: reference in evolving environments

Arendt

Graves

2011

Reference Services Review

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• PurposeAs virtual reference and online discovery tools evolve, so do interactions with patrons.This study describes how synchronous virtual reference transactions changed over a sixyear period at a university library.• Design/methodology/approach Transcripts from October and February from October 2004 to February 2010 were coded for question type, interlibrary loan discussions, and referrals. Subcategories for holding types and referrals were also recorded.• FindingsThe number and types of questions changed with the virtual reference platform used, both increasing and decreasing. The number of questions more than doubled from the beginning to the end of the six year study period. The number of holdings questions at the end of the study period was six times higher than the number at the beginning. Patterns relating to interlibrary loan discussions and referrals were noted.• Research limitations / implicationsThe study examined transcripts from one university library. Findings cannot be generalized but provide examples that may be similar in other libraries.• Practical implicationsThe number and type of online reference questions that a library receives can change dramatically in a short time. Libraries should monitor question transactions, especially 1 after software changes. Libraries also should consider how the placement of chat widgets changes the quantity and nature of questions and train staff appropriately.• Originality/value This study examines transcripts across a longer time span than previous studies. It is unique in its examination of virtual reference widgets embedded in proprietary databases and link resolvers.

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Section: Literature Reviewmentioning

confidence: 99%

Virtual question changes: reference in evolving environments

Arendt

Graves

2011

Reference Services Review

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“…In 2007, there were 474 IM reference queries, surpassing 24/7 chat and e-mail." (Profit, 2009) Another issue to consider is culture. As Mundava & Gray (2008) point out: "Some of the barriers that can hinder student centeredness are: language/communication, general cultural adjustments, loneliness, technological barriers, adjusting to different educational systems, different library systems".…”

mentioning

confidence: 99%

Libraries and General Education: New Strategies to Enhance Freshman Orientation, Faculty Collaboration, and Curriculum Development

Andrews¹

2012

The International Journal of Learning: Annual Review

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My research will attempt to re-evaluate the academic library's role in supporting a general education program. The emphasis will focus on student centeredness, faculty collaboration, outreach and curriculum support. In the short time that I have worked in academic libraries I have learned that quality customer service and reference desk work is far from the list of priorities in some settings. Coming from the public library I found this to be unacceptable. We are service providers and the way in which we communicate with students and faculty is important. As professionals we should do more in the way of making the transition to college as seamless as possible for freshmen and continuing education students. It is imperative of us to adapt to the changing ways in which students interpret, process, and evaluate information. This involves embracing Web 2.0 and the social networking tools that students are using. Libraries will increasingly need to work at staying ahead of the information curve if we are to be an essential resource for today's college freshmen.

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Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service

Stormont

2010

Public Services Quarterly

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A History of the Developments in Virtual Reference Services at the College of Charleston Library

Cited by 6 publications

References 11 publications

Virtual question changes: reference in evolving environments

Virtual question changes: reference in evolving environments

Libraries and General Education: New Strategies to Enhance Freshman Orientation, Faculty Collaboration, and Curriculum Development

Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service

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