The Library Visit Study: user experiences at the virtual reference desk
This paper discusses the methodology and reports on initial findings of a study examining the perceptions of users of digital reference services. It is part of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for mor...
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| Format: | Article |
| Language: | English |
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University of Borås
2004-01-01
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| Series: | Information Research: An International Electronic Journal |
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| Online Access: | http://informationr.net/ir/9-2/paper171.html |
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| _version_ | 1832570775958192128 |
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| author | Nilsen Kirsti |
| author_facet | Nilsen Kirsti |
| author_sort | Nilsen Kirsti |
| collection | DOAJ |
| description | This paper discusses the methodology and reports on initial findings of a study examining the perceptions of users of digital reference services. It is part of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. Phases One and Two examined perceptions of users who approached physical reference desks in libraries with reference questions. Phase Three of the research considers reference encounters at virtual reference desks and compares users' experiences at the physical reference desk with experiences at the virtual reference desk. The findings suggest that, from the viewpoint of the enquirer, the virtual reference desk suffers from the same problems as the physical reference desk: inadequate reference interviewing, referral to alternative sources without a subsequent check on their suitability, and a lack of follow-up to determine satisfaction in general. |
| format | Article |
| id | doaj-art-667b719c946e4854a50845b03e131c97 |
| institution | Kabale University |
| issn | 1368-1613 |
| language | English |
| publishDate | 2004-01-01 |
| publisher | University of Borås |
| record_format | Article |
| series | Information Research: An International Electronic Journal |
| spelling | doaj-art-667b719c946e4854a50845b03e131c972025-02-02T13:56:44ZengUniversity of BoråsInformation Research: An International Electronic Journal1368-16132004-01-0192171The Library Visit Study: user experiences at the virtual reference deskNilsen KirstiThis paper discusses the methodology and reports on initial findings of a study examining the perceptions of users of digital reference services. It is part of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. Phases One and Two examined perceptions of users who approached physical reference desks in libraries with reference questions. Phase Three of the research considers reference encounters at virtual reference desks and compares users' experiences at the physical reference desk with experiences at the virtual reference desk. The findings suggest that, from the viewpoint of the enquirer, the virtual reference desk suffers from the same problems as the physical reference desk: inadequate reference interviewing, referral to alternative sources without a subsequent check on their suitability, and a lack of follow-up to determine satisfaction in general.http://informationr.net/ir/9-2/paper171.htmlmethodologydigital reference servicesLibrary Visit Studyreferencevirtual referencereference interviewsatisfactionuser perceptions |
| spellingShingle | Nilsen Kirsti The Library Visit Study: user experiences at the virtual reference desk Information Research: An International Electronic Journal methodology digital reference services Library Visit Study reference virtual reference reference interview satisfaction user perceptions |
| title | The Library Visit Study: user experiences at the virtual reference desk |
| title_full | The Library Visit Study: user experiences at the virtual reference desk |
| title_fullStr | The Library Visit Study: user experiences at the virtual reference desk |
| title_full_unstemmed | The Library Visit Study: user experiences at the virtual reference desk |
| title_short | The Library Visit Study: user experiences at the virtual reference desk |
| title_sort | library visit study user experiences at the virtual reference desk |
| topic | methodology digital reference services Library Visit Study reference virtual reference reference interview satisfaction user perceptions |
| url | http://informationr.net/ir/9-2/paper171.html |
| work_keys_str_mv | AT nilsenkirsti thelibraryvisitstudyuserexperiencesatthevirtualreferencedesk AT nilsenkirsti libraryvisitstudyuserexperiencesatthevirtualreferencedesk |