University Library Virtual Reference Services: Best Practices and Continuous Improvement

Shaw, K.; Spink, Amanda

doi:10.1080/00048623.2009.10721404

Cited by 15 publications

(14 citation statements)

References 16 publications

(12 reference statements)

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“…When staff and budget allow, chat can be handled away from the physical reference desk, and libraries may consider hiring additional staff to provide a consistent, quality service (Shaw & Spink, 2009). Just like in a faceto-face situation, quality digital reference can be difficult to provide when juggling directional questions at a busy information desk.…”

Section: Literature Reviewmentioning

confidence: 98%

Blending the Trends: A Holistic Approach to Reference Services

Dempsey

2011

Public Services Quarterly

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Section: Literature Reviewmentioning

confidence: 98%

Blending the Trends: A Holistic Approach to Reference Services

Dempsey

2011

Public Services Quarterly

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“…A review of the literature related to the subject matter revealed a host of international studies on DRS, which include evaluation (Shachaf & Horowitz, 2008;Lochore, 2004;Pomerantz, Nicholson, Belanger, & Lankes, 2004;Pomerantz & Luo, 2006;Odsinada, 2010); case studies (Radford & Kern, 2006;VanDuinkerken, Stephens & MacDonald, 2009); use and user satisfaction assessment (Kibee, 2006;Dee & Allen, 2006;Roesch, 2006;Janes, 2002); transcript analysis (Pomerantz, J., Luo, L., & McClure, C., 2005;Bradford, Costelo & Lenholt, 2005;Francoeur, 2001;Radford, 2006); and recommendation for best practices (Shaw & Spink, 2009). A few others are on the user's awareness, preference and attitude toward DRS (Granfield & Robertson, 2008).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Few studies suggest that establishing best practices in DRS is advantageous to define quality services and introduce new assessment indicators (Shaw & Spink, 2009). For example, Morin and Kresh as cited by Shaw and Spink (2009) recommend that DRS best practice serves as a guide to ensure consistency during the implementation of a DRS.…”

Section: Digital Reference Evaluationmentioning

confidence: 99%

Reference 2.0 in action: an evaluation of the digital reference services in selected Philippine academic libraries

Ramos

Abrigo

2012

Library Hi Tech News

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Librarian-an information service offered through IM, and the Facebook fan page of the university libraries under study. Findings: Interestingly, the findings reveal that the full potential of reference service 2.0 has not yet been maximized. When it comes to reference services in academic libraries, students and faculty members have chosen to go online: Ask-a-Librarian, web forms, e-mail and Facebook. A significant increase in the number of reference transaction was observed after integrating Web 2.0 and digital reference tools to its information services. IM and Facebook were found to be the most useful tools in finding relevant information. A majority of the queries received were brief and factual information inquiries and questions on how to use online databases.

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“…Industry watchers note that customer preference for phone support is dropping, while email and chat are becoming more popular options (Klie, 2013). In addition, both public and academic libraries have been increasing their use of online patron services in the form of virtual reference desks (Olszewski & Rumbaugh, 2010), which typically offer both email and real-time chat options (Shaw & Spink, 2009).…”

Section: Introductionmentioning

confidence: 99%