The Mississippi State University Libraries' Virtual Reference Service collected statistics about virtual reference usage. Analysis of the data collected by an entry survey from chat and e-mail transactions provided librarians with concrete information about what patron groups were the highest and lowest users of virtual reference services. These…

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

The purpose of this article is to explore location-based questions as a weakness of virtual reference consortia and discuss how to mitigate related issues. Content analysis of how both local and non-local academic librarians responded to location-based questions provides insight into considerations academic libraries must make when participating…

In this article, I imagine a library that prioritizes teaching users how to find, evaluate, and use information over the traditional library public service activities of collection development, access to materials, and reference services. If I ran the library, all services would support end-user education. (Contains 1 graph and 1 note.)

This study explores the perceptions that Israeli reference librarians have of their jobs and their academic environment. Fifteen academic reference librarians were interviewed over a period of four months and their answers were analyzed using the thematic analysis approach. The analysis resulted in five major themes: 1) elements in reference work…

The authors compare Spanish faculty use of library services and the interest they express in value-added services and improvement actions. The results are based on data from a survey of 546 faculty in the field of science and technology. The study differentiates between the areas of pure science, engineering and architecture, and life sciences.…

New approaches to undergraduate history education rely on primary sources. This study, based on a 2008-2009 online survey of 627 academic historians and 25 follow-up interviews, captures a snapshot of the current use of online, published, and archival primary sources used in new teaching methods. It identifies three distinct ways faculty utilize…

Libraries nationwide are in yet another phase of belt tightening. Without an understanding of the economic factors that influence library operations, however, controlling costs and performing cost-benefit analyses on services is difficult. This paper describes a project to develop a cost model for collaborative virtual reference services. This…

This paper identifies key methodological issues affecting quality of data in the evaluation of remote reference services. Despite a growing number of studies in this area, no comprehensive effort has been made to identify potential problems and suggest solutions. The strategies proposed in this paper offer practical ways in which libraries can…

This study examines the use of chat in an academic library's user population and where virtual reference services might fit within the spectrum of public services offered by academic libraries. Using questionnaires, this research demonstrates that many within the academic community are open to the idea of chat-based reference or using chat for…

This article details the process of implementing a sequenced information literacy program for two core English composition courses at Utah State University. An extensive needs assessment guided the project, leading to a curriculum design process with the goal of building a foundation for deeper critical thinking skills. The curriculum development…

Driven by studies showing that Millennials (ages 18-24) have adopted IM (instant messaging) as a standard communications medium, many libraries are reaching out to their own patrons in this way. At the same time, some of these libraries have invested thousands of dollars in vendor-based chat reference solutions that provide duplicate…

A quantitative study of a university chat reference service (online synchronous) addresses the following research questions: (1) What types of questions are being asked? (2) Who is asking the questions of the service? and (3) Did the customers get correct answers to their questions? All the transcripts (351) from January through August 2002 were…

The MIT Libraries enthusiastically implemented real-time online reference service in September 2001. After 15 months, Ask Us!--Live was suspended due to ongoing software problems. This article describes the four-part assessment of the service with recommendations for the future. (Contains 6 figures and 21 notes.)

Colleges and universities are integrating information literacy into their undergraduate curricula. Accreditation commissions of higher education are integrating information literacy into their general education standards. Students enrolled in programs that promote information literacy are instructed to utilize library resources and services to…