Managing an Established Virtual Reference Service

Ciccone, Karen; VanScoy, Amy

doi:10.1300/j136v08n01_08

Cited by 13 publications

(11 citation statements)

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“…Nearly three‐fourths of questions in the Parker and Johnson study are defined as “in‐depth reference questions”, and nearly one half of questions in the Jerant and Firestein study falling into the “research and reference” category. Ciccone and VanScoy (2003) further extend this category into the definition “instruction”, noting that a high percentage of queries are in‐depth and require individualized attention.…”

Section: Literature Reviewmentioning

confidence: 99%

Virtual reference/query log pairs: a window onto user need

Collard

Whatley

2011

Reference Services Review

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PurposeThis study seeks to investigate users' virtual reference queries in concert with their search histories to better understand user needs and motivations.Design/methodology/approachThe paper initially examines one semester of data, including both search histories and user questions, from a database platform virtual reference service. These data were used to develop categories of frequently occurring search problems. One year of further data (n=90) is then coded and analyzed with these categories for problems exhibited in search histories and user questions.FindingsIt was found that one‐third of users display a misunderstanding of what content they could expect to find in library databases. Users treated the databases examined as a one‐stop shop for their daily information needs. There was a positive correlation between number of databases simultaneously searched and number of searches users performed before seeking help. Additionally, it was found that users recognize when they have problems with search strategy, but they are disproportionally concerned with term selection as the cause of their trouble rather than other problems with search mechanics (i.e. Boolean operators.)Practical implicationsThe results of this study illustrate commonalities in users' expectations of what they may search for, find, or do in a database. It shows what tends to lead users to seek help with their searching, exposes how the systems can lead users astray, and illustrates basic misunderstandings of what content can be found in library databases.Originality/valueThis study is the first virtual reference study that examines users' search histories in concert with their reference queries.

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Section: Literature Reviewmentioning

confidence: 99%

Virtual reference/query log pairs: a window onto user need

Collard

Whatley

2011

Reference Services Review

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“…19 Ciccone and VanScoy suggest patrons should be sent scripted 'please hold' messages and instant messaging should be utilised to ask other librarians for back up assistance during busy chat periods. 20 Barbier and Ward suggest that the 'best chat of the month' chats could be used to highlight good chat techniques and to monitor quality. They suggest that chat transcripts that indicate software difficulties, difficulty with chat techniques, or rudeness should be referred to the service coordinator who can assist reference staff to handle such problems.…”

Section: Toomentioning

confidence: 99%

University Library Virtual Reference Services: Best Practices and Continuous Improvement

Shaw¹,

Spink²

2009

Australian Academic & Research Libraries

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“…Table 1 provides a summary of several studies examining the types of questions asked in the digital library environment. [1][2][3][4][5][6][7][8][9] Several studies documenting the types of questions asked in the digital environment provide data that suggest one virtual reference desk may be a realistic option. For example, all the studies in the literature reviewed included a category dealing with holdings information.…”

Section: Literature Reviewmentioning

confidence: 99%

Quantifying Cooperation: Collaborative Digital Reference Service in the Large Academic Library

Groote

Dorsch

Collard

et al. 2005

CRL

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The purpose of this study was to determine how successfully a large academic library with multiple reference departments and subject specialties could combine virtually to create one digital reference service. Questions were coded to determine who the users of the service were, the types of questions being asked, and the subject expertise of the librarian answering the question. The study found that the majority of questions were submitted by persons affiliated with the university, that ready reference and directional questions predominated, and that the librarians were able to successfully share the duty of answering the general reference questions while ensuring that the questions requiring subject expertise were answered by the appropriate subject specialists. Analysis of the types of questions will inform future decisions regarding webpage redesign, online instruction needs, and more appropriate FAQs (frequently asked questions.) ver the past several years, digital reference has become an integral part of the services offered by academic libraries. The use of networked information systems to deliver asynchronous help to library patrons via e-mail has allowed librarians to reach their users at this new virtual "point of need," and the introduction of chat technology has allowed an even greater level of interactivity by providing real-time, on-demand service.However, these new capabilities have necessitated a certain amount of adjustment in academic libraries, and the need for this adjustment points up the importance of assessment and evaluation in the planning, implementation, and provision of digital services.In March 2003, the University of Illinois at Chicago (UIC) library undertook an overhaul and reconfiguration of its public services activities, particularly those services offered online. This proj-

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Managing an Established Virtual Reference Service

Cited by 13 publications

References 0 publications

Virtual reference/query log pairs: a window onto user need

Virtual reference/query log pairs: a window onto user need

University Library Virtual Reference Services: Best Practices and Continuous Improvement

Quantifying Cooperation: Collaborative Digital Reference Service in the Large Academic Library

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