Student-Staffed Virtual Reference Services: How to Meet the Training Challenge

References

• Aho, M. K., Beschnett, A. M., & Reimer, E. Y. (2010). Using an untapped resource: Expanding the role of the student worker at the Bio-Medical Library. Public Services Quarterly, 6(1), 65–68. doi:10.1080/1544895090352379
   Google Scholar
• American Library Association. (2008). Guidelines for implementing and maintaining virtual reference services. Retrieved from http://www.ala.org/rusa/resources/guidelines/virtrefguidelines
   Google Scholar
• American Library Association Office of Research and Statistics. (2008). Academic libraries in the United States statistical trends. Retrieved from http://www.ala.org/tools/research/librarystats/academic/academiclibraries
   Google Scholar
• Applegate, R. (2008). Whose decline? Which academic libraries are “deserted” in terms of reference transactions. Reference & User Services Quarterly, 48(2), 176–189. doi:10.5860/rusq.48n2.176
   Web of Science ®Google Scholar
• Bishop, B. W., & Bartlett, J. A. (2013). Where do we go from here? Informing academic library staffing through reference transaction analysis. College & Research Libraries, 74(5), 489–500. doi:10.5860/crl-365
   Web of Science ®Google Scholar
• Blonde, J. (2006). Staffing for live electronic reference: Balancing service and sacrifice. In R. D. Lankes, M. D. White, E. G. Abels, & S. N. Haque (Eds.), The virtual reference desk: Creating a reference future (pp. 75–87). New York, NY: Neal-Schuman.
   Google Scholar
• Bodemer, B. B. (2014). They CAN and they SHOULD: Undergraduates providing peer reference and instruction. College & Research Libraries, 75(2), 162–178. doi:10.5860/crl12-411
   Web of Science ®Google Scholar
• Bracke, M. S., Brewer, M., Huff-Eibl, R., Lee, D. R., Mitchell, R., & Ray, M. (2007). Finding information in a new landscape: Developing new service and staffing models for mediated information services. College & Research Libraries, 68(3), 248–267. doi:10.5860/crl.68.3.248
   Web of Science ®Google Scholar
• Bravender, P., Lyon, C., & Molaro, A. (2011). Should chat reference be staffed by librarians? An assessment of chat reference at an academic library using LibStats. Internet Reference Services Quarterly, 16(3), 111–127. doi:10.1080/10875301.2011.595255
   Google Scholar
• Bunnett, B., Boehme, A., Hardin, S., Arvin, S., Evans, K., Huey, P., & LaBella, C. (2016). Where did the reference desk go? Transforming staff and space to meet user needs. Journal of Access Services, 13(2), 66–79. doi:10.1080/15367967.2016.1161517
   Google Scholar
• Buss, S. P. (2016). Do we still need reference services in the age of Google and Wikipedia? The Reference Librarian, 57(4), 265–271. doi:10.1080/02763877.2015.1134377
   Google Scholar
• Cabaniss, J. (2015). An assessment of the University of Washington’s chat reference services. Public Library Quarterly, 34(1), 85–96. doi:10.1080/0161846.2015.1000785
   Web of Science ®Google Scholar
• Carlson, S. (2007). Are reference desks dying out? Librarians struggle to redefine—and in some cases eliminate—the venerable institution. The Reference Librarian, 48(2), 25–30. doi:10.1300/J120v4802_06
   Google Scholar
• Casebier, K. D. (2006). The University of Texas at Arlington’s virtual reference service: An evaluation by the reference staff. Public Services Quarterly, 2(2–3), 127–142. doi:10.1300/J295v02n02_09
   Google Scholar
• Caufield, J. (2005). Tricky devil: A humorous training technique for the chat reference environment. The Electronic Library, 23(4), 377–382. doi:10.1108/02640470510611445
   Web of Science ®Google Scholar
• Clark, C. K. (1995). Motivating and rewarding student workers. Journal of Library Administration, 21(3–4), 87–93. doi:10.1300/J111V21N03_07
   Google Scholar
• Coleman, J., Mallon, M. N., & Lo, L. (2016). Recent changes to reference service in academic libraries and their relationship to perceived quality: Results of a national survey. Journal of Library Administration, 56(6), 673–696. doi:10.1080/01930826.2015.1109879
   Web of Science ®Google Scholar
• Coonin, B., Williams, B. F., & Steiner, H. (2011). Fostering library as a place for distance students: Best practices from two universities. Internet Reference Services Quarterly, 16(4), 149–158. doi:10.1080/10875301.2012.618796
   Google Scholar
• Coté, M., Kochkina, S., & Mawhinney, T. (2016). Do you want to chat? Reevaluating organization of virtual reference services at an academic library. Reference & User Services Quarterly, 56(1), 36–46. doi:10.5860/rusq.56n1.36
   Web of Science ®Google Scholar
• Cottrell, T. L., & Bell, B. (2015). Library savings through student labor. The Bottom Line, 28(3), 82–86. doi:10.1106/BL-05-2015-0006
   Web of Science ®Google Scholar
• Devine, C., Bounds Paladino, E., & Davis, J. A. (2011). Chat reference training after one decade: The results of a national survey of academic libraries. The Journal of Academic Librarianship, 37(3), 197–206. doi:10.1016/j.acalib.2011.02.011
   Web of Science ®Google Scholar
• Faix, A. (2014). Peer reference revisited: Evolution of a peer-reference model. Reference Services Review, 42(2), 305–319. doi:10.1108/RSR-07-2013-0039
   Google Scholar
• Fuller, K., & Dryden, N. H. (2015). Chat reference analysis to determine accuracy and staffing needs at one academic library. Internet Reference Services Quarterly, 20(3-4), 163–181. doi:10.1080/10875301.2015.1106999
   Google Scholar
• Graves, S. J., & Desai, C. M. (2006). Instruction via chat: Does co-browse help?. Reference Services Review, 34(3), 340–357. doi:10.1108/00907320610685300
   Google Scholar
• Gremmels, G. S. (2013). Staffing trends in college and university libraries. Reference Services Review, 41(2), 233–252. doi:10.1108/00907321311326165
   Google Scholar
• Hendricks, A., & Buchanan, S. (2013). From exhaustion to exhilaration: Assessing librarian job satisfaction with virtual reference. Library Hi Tech, 31(1), 42–63. doi:10.1108/07378831311303921
   Web of Science ®Google Scholar
• Hodges, A. R., & Meiman, M. (2009). IM is for instant millennials: Developing staffing models and best practices for instant messaging. Technical Services Quarterly, 26(3), 199–206. doi:10.1080/07317130802520203
   Google Scholar
• Huston, C. J. (2009). Reference librarians’ perceptions of chat reference: An exploration of the factors effecting implementation (Doctoral dissertation). Available from ProQuest Dissertations and Theses Global database. (UMI No. 3355339)
   Google Scholar
• Kawakami, A., & Swartz, P. (2003). Digital reference: Training and assessment for service improvement. Reference Services Review, 31(3), 227–236. doi:10.1108/00907320310486827
   Google Scholar
• Kern, M. K. (2006). Looking at the bigger picture: An integrated approach to evaluation of chat. Reference Services. Reference Librarian, 46(95-96), 99–112. doi:10.1300/J120v46n95_07
   Google Scholar
• Keyes, K., & Dworak, E. (2017). Staffing chat reference with undergraduate student assistants at an academic library: A standards-based assessment. The Journal of Academic Librarianship, 43(6), 469–478. doi:10.1016/j.acalib.2017.09.001
   Web of Science ®Google Scholar
• Langan, K. (2012). Training millennials: A practical and theoretical approach. Reference Services Review, 40(1), 24–48. doi:10.1108.00907321211203612
   Google Scholar
• Lee, L. (2008). Reference services for students studying by distance: A comparative study of the attitudes distance students have toward phone, email and chat reference services. The New Zealand Library & Information Management Journal, 51(1), 6–21.
   Google Scholar
• LeMaistre, T., Embry, R. L., Van Zandt, L. L., & Bailey, D. E. (2012). Role reinvention, structural defense, or resigned surrender: Institutional approaches to technological change and reference librarianship. The Library Quarterly: Information, Community Policy, 82(3), 241–275. doi:10.1086/665932
   Web of Science ®Google Scholar
• Li, P. (2013). Effect of distance education on reference and instructional services in academic libraries. Internet Reference Services Quarterly, 18(1), 77–96. doi:10.1080/10875301.2013.804018
   Google Scholar
• Logan, F. (2012). Student workers: Essential partners in the twenty-first century academic library. Public Services Quarterly, 8(4), 316–325. doi:10.1080/15228958.2012.732838
   Google Scholar
• Luo, L. (2007). Chat reference competencies: Identification from a literature review and librarian interviews. Reference Services Review, 35(2), 195–209. doi:10.1108/00907320710749137
   Google Scholar
• Luo, L. (2008). Chat reference evaluation: A framework of perspectives and measures. Reference Services Review, 36(1), 71–85. doi:10.1108/00907320810852041
   Google Scholar
• Luo, L. (2009). Effective training for chat reference personnel: An exploratory study. Library & Information Science Research, 31(4), 210–224. doi:10.1016/j.lisr.2009.04.004
   Web of Science ®Google Scholar
• Lux, V. J., & Rich, L. (2016). Can student assistants effectively provide chat reference services? Student transcripts vs. librarian transcripts. Internet Reference Services Quarterly, 21(3-4), 115–139. doi:10.1080/10875301.2016.1248585
   Google Scholar
• Martell, C. (2007). The elusive user: Changing use patterns in academic libraries 1995 to 2004. College & Research Libraries, 68(5), 435–445. doi:10.5860/crl.68.5.435
   Web of Science ®Google Scholar
• Morais, Y., & Sampson, S. (2010). A content analysis of chat transcripts in the Georgetown Law Library. Legal Reference Services Quarterly, 29(3), 165–178. doi:10.1080/02703191003751289
   Google Scholar
• Morris, S., & Roebuck, G. (2017). ARL statistics 2014-2015. Washington, DC: Association of Research Libraries.
   Google Scholar
• Nicholas, P., & White, T. (2012). E-learning, e-books and virtual reference service: The nexus between library and education. Journal of Library & Information Services in Distance Learning, 6(1), 3–18. doi:10.1080/1533290X.2012.660877
   Google Scholar
• Ozkaramanli, E. (2005). Librarians’ perceptions of quality digital reference services by means of critical incidents (Doctoral dissertation). Retrieved from http://d-scholarship.pitt.edu/7319/
   Google Scholar
• Pagotto, S., Barrett, K., & Pereyaslavska, K. (2017). Evaluating from arm’s length: Assessing services provided by a library consortium. Paper presented at the Library Assessment Conference, Arlington, VA. Retrieved from http://old.libraryassessment.org/bm~doc/88-pagotto-2016.pdf
   Google Scholar
• Peters, T. (2015). Taking reference librarians off the desk: One library changes its reference desk staffing model. Performance Measurement and Metrics, 16(1), 18–27. doi:10.1108/PMM-11-2014-0038
   Web of Science ®Google Scholar
• Pomerantz, J., Luo, L., & McClure, C. R. (2006). Peer review of chat reference transcripts: Approaches and strategies. Library & Information Science Research, 28(1), 24–48. doi:10.1016/j.lisr.2005.11.004
   Web of Science ®Google Scholar
• Pomerantz, J., Mon, L. M., & McClure, C. R. (2008). Evaluating remote reference service: A practical guide to problems and solutions. Portal: Libraries and the Academy, 8(1), 15–30. doi:10.1353/pla.2008.0001
   Web of Science ®Google Scholar
• Regazzi, J. (2012). Constrained? An analysis of U.S. academic library shifts in spending, staffing, and utilization, 1998-2008. College & Research Libraries, 73(5), 449–468. doi:10.5860/crl-260
   Web of Science ®Google Scholar
• Ryan, S. M. (2008). Reference transactions analysis: The cost-effectiveness of staffing a traditional academic reference desk. The Journal of Academic Librarianship, 34(5), 389–399. doi:10.1016/j.acalib.2008.06.002
   Web of Science ®Google Scholar
• Stevens, C. R. (2013). Reference reviewed and re-envisioned: Revamping librarian and desk-centric services with LibStARs and LibAnswers. The Journal of Academic Librarianship, 39(2), 202–214. doi:10.1016/j.acalib.2012.11.006
   Web of Science ®Google Scholar
• Summerhill, K. S. (1994). The high cost of reference: the need to reassess services and service delivery. The Reference Librarian, 20(43), 71–85. doi:10.1300/J120v20n43_07
   Google Scholar
• Summey, T. P., & Akers, C. (2007). From IM to collaboration: Providing virtual reference services at a medium-sized institution. College & Undergraduate Libraries, 13(4), 75–95. doi:10.1300/J106v13n04_06
   Google Scholar
• Tucker, J. C. (2004). Developing a chat reference training program. Internet Reference Services Quarterly, 8(4), 11–25. doi:10.1300/J136v08n04_02
   Google Scholar
• Ward, D. (2003). Using virtual reference transcripts for staff training. Reference Services Review, 31(1), 46–56. doi:10.1108/00907320310460915
   Google Scholar
• Westbrook, L. (2006). Virtual reference training: The second generation. College & Research Libraries, 67(3), 249–259. doi:10.5860/crl.67.3.249
   Web of Science ®Google Scholar
• White, E. C. (1985). Student assistants in academic libraries: From reluctance to reliance. The Journal of Academic Librarianship, 11(2), 93–97.
   Web of Science ®Google Scholar
• Yang, S. Q., & Dalal, H. A. (2015). Delivering virtual reference services on the web: An investigation into the current practice by academic libraries. The Journal of Academic Librarianship, 41(1), 68–86. doi:10.1016/j.acalib.2014.10.003
   Web of Science ®Google Scholar