ERIC Number: EJ885399
Record Type: Journal
Publication Date: 2006
Abstractor: As Provided
Reference Count: 16
Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation
Smyth, Joanne B.; MacKenzie, James C.
Public Services Quarterly, v2 n2-3 p85-105 2006
This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of both the library staff member and the patron-the authors sought to determine whether these three elements had any bearing on satisfaction in virtual reference sessions.
Descriptors: Foreign Countries, Reference Services, Electronic Libraries, Computer Mediated Communication, User Satisfaction (Information), Surveys, Transcripts (Written Records), Data Analysis, Academic Libraries, Library Services, Library Personnel, Models, Program Evaluation
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: Media Staff
Authoring Institution: N/A
Identifiers - Location: Canada