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Mohess, Neera – Community & Junior College Libraries, 2016
Two research questions guided this study: (1) Is there a gap in customer service quality perception between librarians (service providers) and patrons (service beneficiaries)?; and (2) How do patrons perceive the relational service qualities of librarians who staff the reference desk? Quantitative results based on a Likert scale survey showed no…
Descriptors: Faculty Development, Reference Services, Community Colleges, Librarians
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VanScoy, Amy – Information Research: An International Electronic Journal, 2015
Introduction: Uncertainty is understood as an important component of the information seeking process, but it has not been explored as a component of reference and information service. Method: Interpretative phenomenological analysis was used to examine the practitioner perspective of reference and information service for eight academic research…
Descriptors: Library Services, Library Research, Information Seeking, Reference Services
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Eakin, Lori; Pomerantz, Jeffrey – portal: Libraries and the Academy, 2009
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…
Descriptors: Public Libraries, Economic Factors, Reference Services, Costs
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Holm, Christina E.; Kantor, Sarah – portal: Libraries and the Academy, 2021
For decades, declines in library reference use have been inextricably tied to technological improvements. This article asserts that reference staffing models may be a significant predictor of a decline in reference questions. Using two years of data, collected from a large public university, the researchers determined user preferences among five…
Descriptors: Reference Services, User Needs (Information), Library Personnel, Models
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Battley, Belinda; Wright, Alicia – Journal of Archival Organization, 2012
Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…
Descriptors: Library Services, Foreign Countries, Reference Services, Library Research
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Dempsey, Megan – Public Services Quarterly, 2011
The growing trends of tiered reference, roving librarians, and virtual reference offer academic libraries several options for providing the most effective reference service. Increased enrollment at community colleges has prompted a reconsideration of how librarians can balance reference, teaching, and faculty responsibilities. This article…
Descriptors: Holistic Approach, Academic Libraries, Reference Services, Librarians
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Nicol, Erica Carlson; Crook, Linda – Journal of Academic Librarianship, 2013
While virtual reference services (VRS) are becoming more and more common in academic libraries, implementing and maintaining well-used and effective VRS can be a challenge in the face of competing demands on time, staffing, and funding. Between 2011 and 2012, librarians at Washington State University, Pullman (WSU) have overhauled and reorganized…
Descriptors: Academic Libraries, Reference Services, Computer Mediated Communication, State Universities
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Proctor, Christopher L.; Block, Courtney M.; Hughes, Melanie E. – Journal of Teaching and Learning with Technology, 2021
This reflection article explores how a library on a regional university campus adapted its services in response to the 2019 coronavirus disease (COVID-19) pandemic. It delves into some of the novel conclusions drawn by its librarians about how the library has and will continue to contribute to the teaching and learning efforts of the campus…
Descriptors: Academic Libraries, Library Services, COVID-19, Pandemics
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Mawhinney, Tara; Kochkina, Svetlana – Journal of Library & Information Services in Distance Learning, 2019
Texting is a widespread mode of communication and libraries are experimenting with it to interact with users. This article presents the results of a study on virtual reference service. The authors seek to determine whether or not the texting service is filling a different information need than chat and email by examining the level of difficulty…
Descriptors: Reference Services, Computer Mediated Communication, Synchronous Communication, Electronic Mail
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Mu, Xiangming; Dimitroff, Alexandra; Jordan, Jeanette; Burclaff, Natalie – Journal of Academic Librarianship, 2011
Virtual Reference Services (VRS) have high user satisfaction. The main problem is its low usage. We surveyed 100 academic library web sites to understand how VRS are presented. We then conducted a usability study to further test an active VRS model regarding its effectiveness.
Descriptors: Academic Libraries, Reference Services, Web Sites, Usability
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LaMagna, Michael; Hartman-Caverly, Sarah; Marchetti, Lori – Journal of Access Services, 2016
As academic institutions continue to renovate and remodel existing libraries to include colocated services, it is important to understand how this new environment requires the redefining of traditional library roles and responsibilities. This case study examines how Delaware County Community College redefined reference and research service by…
Descriptors: Community Colleges, Academic Libraries, Reference Services, Models
Tsuji, Keita; To, Haruna; Hara, Atsuyuki – Online Submission, 2011
We asked the same 60 questions using DRS (digital reference services) in Japanese public libraries, face-to-face reference services and Q & A (question and answer) sites. It was found that: (1) The correct answer ratio of DRS is higher than that of Q & A sites; (2) DRS takes longer to provide answers as compared to Q & A sites; and (3)…
Descriptors: Foreign Countries, Public Libraries, Reference Services, Library Services
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Burke, Liz – Journal of Librarianship and Information Science, 2008
This article reports on a project which was undertaken in 2006 to investigate the current modes and methods for delivering reference services in Australian academic libraries. The project included a literature review to assist in providing a definition of reference services as well as a snapshot of statistics showing staff and patron numbers from…
Descriptors: Research Libraries, Academic Libraries, Reference Services, Library Services
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Saunders, Laura – Public Services Quarterly, 2012
Academic reference services face great challenges as they cope with the pace of technological change, competition from other information service providers, and tight budgets. In fact, some critics suggest that reference services are no longer relevant or necessary as more information moves online. This study examines a nationwide survey that…
Descriptors: Reference Services, Librarians, Academic Libraries, National Surveys
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Liu, Jia – Policy Futures in Education, 2008
Both the digital library and the digital reference service were invented and have been developed under the networked environment. Among their intersections, the fundamental thing is their symbiotic interest--serving the user in a more efficient way. The article starts by discussing the digital library and its service and the digital reference…
Descriptors: Electronic Libraries, Library Services, Reference Services, Online Systems
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