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The Reference Librarian Volume 46, 2006 - Issue 95-96
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STANDARDSAND METHODS FOR EVALUATING VIRTUAL REFERENCE

Looking at the Bigger Picture

An Integrated Approach to Evaluation of Chat Reference Services

M. Kathleen Kern 300 Main Library, MC-522, University of Illinois at Urbana-Champaign, 1408 West Gregory, Ur-bana, IL, 61801, USA
Pages 99-112 | Published online: 20 Oct 2008

References

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  • Ruppel , Margie and Condit-Fagan , Jodi . 2002 . “Instant messaging reference: users' evaluation of library chat,” . Reference Services Review. , 30 ( no. 3 ) : 183 – 197 .
  • Library and Archives of Canada. Virtual Reference Canada Glossary http://www.collectionscanada.ca/vrc-rvc/s34–151-e.htm. Accessed October 24, 2004
  • Murfin , Marjorie . 1995 . “ Assessing library services: the reference component ” . In The Reference Assessment Manual , Ann Arbor, MI : Pieran Press .
  • Reference and User Services Association. Guidelines for Behavioral Performance of Reference and Information Service Providers Revised June, 2004. http://www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm.
  • Cole , Dorothy . 1946 . “Some characteristics of reference work,” . College and Research Libraries , 7 : 45 – 51 .
  • Crowley , Terence . 1971 . “The effectiveness of information service in medium size public libraries,” . In Information service in public libraries: Two Studies , Edited by: Crowely , Terence . Metuchen, NJ : Scarecrow Press .
  • Durrance , Joan . 1989 . “Reference success: Does the 55% rule tell the whole story?” . Library Journal , 114 : 31 – 36 .
  • Kibbee , Josephine Z. , Ward , David and Ma , Wei . 2002 . “Virtual service, real data: Results of a pilot study ‘real-time online reference at the University of Illinois’,” . Reference Services Review , 30 ( no. 1 ) : 25 – 36 .
  • Mon , Lori and Janes , Joe . “The Thank You Study: User Satisfaction with Digital Reference Service,” 2003 OCLC/ALISE research grant report published electronically by OCLC Research. Available online at: http://www.oclc.org/research/grants/reports/janes/jj2004.pdf.
  • Ruppel , Margie and Condit-Fagan , Jodi . 2002 . “Instant messaging reference: Users' evaluation of library chat,” . Reference Services Review , 30 ( no. 3 ) : 183 – 197 .
  • Stoffel , Bruce . 2004 . “E-mail and chat reference: Assessing patron satisfaction,” . Reference Services Review , 32 ( no. 2 ) : 120 – 40 .

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