A Model of the Reference and Information Service Process

Agosto, Denise E.; Rozaklis, Lily; MacDonald, Craig M.; Abels, Eileen G.

doi:10.5860/rusq.50n3.235

Cited by 18 publications

(9 citation statements)

References 38 publications

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“…6. tracking and evaluation: Unlike e-mail-based reference, qualitative and quantitative analysis can be performed not 3 Although Pomerantz also noted that the distinction between asynchronous-and synchronous-based reference services is not mutually exclusive, certain features found in both services are distinct and should be explored. For a more generalized model that conceptualizes all referencebased services, see Agosto, Rozaklis, MacDonald, and Abels (2011). only to derive trends in question and answer features but also to assess the nature of the interaction between librarian and user.…”

Section: Question Negotiationmentioning

confidence: 99%

Social Q&A and virtual reference—comparing apples and oranges with the help of experts and users

Shah

Kitzie

2012

J Am Soc Inf Sci Tec

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Online question-answering (Q&A) services are becoming increasingly popular among information seekers. We divide them into two categories, social Q&A (SQA) and virtual reference (VR), and examine how experts (librarians) and end users (students) evaluate information within both categories. To accomplish this, we first performed an extensive literature review and compiled a list of the aspects found to contribute to a "good" answer. These aspects were divided among three high-level concepts: relevance, quality, and satisfaction. We then interviewed both experts and users, asking them first to reflect on their online Q&A experiences and then comment on our list of aspects. These interviews uncovered two main disparities. One disparity was found between users' expectations with these services and how information was actually delivered among them, and the other disparity between the perceptions of users and experts with regard to the aforementioned three characteristics of relevance, quality, and satisfaction. Using qualitative analyses of both the interviews and relevant literature, we suggest ways to create better hybrid solutions for online Q&A and to bridge the gap between experts' and users' understandings of relevance, quality, and satisfaction, as well as the perceived importance of each in contributing to a good answer.

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Section: Question Negotiationmentioning

confidence: 99%

Social Q&A and virtual reference—comparing apples and oranges with the help of experts and users

Shah

Kitzie

2012

J Am Soc Inf Sci Tec

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“…A small survey of library and information science faculty was conducted using the focus group method during the 2008-2009 annual meetings of the American Society for Information Science and Technology (ASISandT) and the Association for Library and Information Science Educators (ALISE) (Agosto et al 2011). There were sixteen participants representing thirteen universities in this study.…”

Section: Related Literaturementioning

confidence: 99%

Are Science, Engineering, and Medical Libraries Moving away from the Reference Desk? Results of a Survey of New Jersey Libraries

Dawson

2011

Science & Technology Libraries

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An online survey, conducted in 2009, of New Jersey academic libraries' provides data for studying different types of reference models being used in a subset of libraries involved in science, engineering, medical, nursing, or allied health subject areas. Based on the results, the traditional library reference desk is still the primary mode for delivering reference services. However, some of these libraries are supplementing the traditional service with nontraditional forms of reference and are experimenting with a variety of virtual, Web 2.0 tools. Community colleges, private and state universities and private and state colleges participated in this study.

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“…It was found that during the last few years the number of traditional questions decreased while the number of virtual questions increased. Majority of questions [3].…”

Section: Related Studiesmentioning

confidence: 99%

Virtual Information Services in Academic Libraries in Kuwait

Rehman¹,

Kandari²

2019

OALib

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The purpose of this study is to examine the status and prospect of virtual information services in academic libraries in Kuwait. The study conducted open-ended interviews of managers or heads of information services in 12 academic libraries about management and conduct of virtual information service and the possibilities about the future of these services. Also observed the functioning of services in 9 libraries. It was found that email was the common method for virtual communication in academic libraries in Kuwait. These libraries lacked in services using live chat and mobile application. Social media was mostly used for announcements and marketing of library services. In addition, private academic libraries provided advanced virtual services as compared to public academic libraries. Eight interviews were conducted by phone due to unavoidable circumstances related to both participants and researcher. One private academic institution did not allow access to its library, denying opportunities for observation. This paper provides insights on the way virtual information services were managed and conducted in these libraries. No similar study was noted in this regional context. The findings may help academic library management a better understanding of the issues and challenges they faced and the opportunities they might benefit in future.

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A Model of the Reference and Information Service Process

Cited by 18 publications

References 38 publications

Social Q&A and virtual reference—comparing apples and oranges with the help of experts and users

Social Q&A and virtual reference—comparing apples and oranges with the help of experts and users

Are Science, Engineering, and Medical Libraries Moving away from the Reference Desk? Results of a Survey of New Jersey Libraries

Virtual Information Services in Academic Libraries in Kuwait

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