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ERIC Number: EJ860835
Record Type: Journal
Publication Date: 2009-Sep
Pages: 14
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-0004-8623
University Library Virtual Reference Services: Best Practices and Continuous Improvement
Shaw, Kate; Spink, Amanda
Australian Academic & Research Libraries, v40 n3 p192-205 Sep 2009
The inclusion or not of chat services within Virtual Reference (VR) is an important topic for university libraries. Increasingly, email supported by a Frequently Asked Questions (FAQ) database is suggested in the scholarly literature as the preferred, cost-effective means for providing university VR services. This paper examines these issues and identifies some best practices for university library VR services relating to chat and email service, collaborative service provision, services staffing, and staff training. Further studies are required to more completely identify best practices for the complete range of VR services. (Contains 58 notes.)
Australian Library and Information Association. P.O. Box 6335 Kingston 2604, Australia. Tel: +61-2-6215-8222; Fax: +61-2-6282-2249; e-mail: enquiry@alia.org.au; Web site: http://www.alia.org.au
Publication Type: Journal Articles; Reports - Evaluative
Education Level: Higher Education
Audience: Media Staff
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Australia