Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation.
This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices...
| Publicado en: | Public Services Quarterly Vol. 2; no. 2-3; pp. 85 - 106 |
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| Autores principales: | , |
| Formato: | Artículo |
| Publicado: |
Taylor & Francis Ltd
2006
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=23034219&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 23034219 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 15228959 8BR jtl: Public Services Quarterly issn: 15228959 maglogo: N pubinfo: dt: 2006 vid: 2 iid: 2-3 pid: 377 pub: Taylor & Francis Ltd artinfo: ui: 23034219 10.1300/J295v02n02_07 ppf: 85 ppct: 21 formats: tig: atl: Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation. aug: au: Smyth, Joanne B. MacKenzie, James C. affil: Coordinator for Distance Education and LIVE Online Reference Service, Harriet Irving Library, University of New Brunswick (Fredericton) Libraries, Fredericton, New Brunswick, Canada, E3B 5H5. Information Services Librarian, Harriet Irving Library, University of New Brunswick (Fredericton) Libraries, Fredericton, New Brunswick, Canada, E3B 5H5. su: Electronic information resources Librarians Communication & technology Information services Libraries Public institutions Electronic reference services (Libraries) Library reference services Reference sources sug: subj: Electronic information resources Librarians Communication & technology Information services Libraries Public institutions All Other Information Services Commercial and Institutional Building Construction Libraries Libraries and Archives Electronic reference services (Libraries) Library reference services Reference sources keyword: Academic libraries exit surveys librarian satisfaction reference services user surveys virtual reference Academic libraries exit surveys librarian satisfaction reference services user surveys virtual reference ab: This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of both the library staff member and the patron-the authors sought to determine whether these three elements had any bearing on satisfaction in virtual reference sessions. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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