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ERIC Number: EJ843158
Record Type: Journal
Publication Date: 2004
Pages: 17
Abstractor: As Provided
Reference Count: N/A
ISSN: ISSN-0276-3915
Ensuring Quality in a Virtual Reference Environment
Barbier, Pat; Ward, Joyce
Community & Junior College Libraries, v13 n1 p55-71 2004
Soon after AskALibrarian, Florida's Statewide Virtual Reference Desk, began to offer Chat Reference to the public in 2003, a Quality Assurance Workgroup was established to ensure that the service patrons received would be friendly, accurate, and adequate. To make certain that best practices were used in answering the real time questions, two methods of evaluation were quickly put into place. One of these was a patron survey, which appeared directly after the chat ended. The other method involved the forming of a Quality Assurance Workgroup of academic and public librarians who would read chat transcripts and select the best one(s) that followed designated criteria for good virtual reference service. This paper presents statistics from the patron survey results and quotes from actual transcripts, which demonstrate how the Quality Assurance Workgroup used designated criteria in choosing the Best Chats for the month. (Contains 1 graph and 3 notes.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Evaluative
Education Level: Two Year Colleges
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Florida