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...

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Detalles Bibliográficos
Publicado en:	Public Services Quarterly Vol. 2; no. 2-3; pp. 85 - 106
Autores principales:	Smyth, Joanne B., MacKenzie, James C.
Formato:	Artículo
Publicado:	Taylor & Francis Ltd 2006
Materias:	Electronic information resources Librarians Communication & technology Information services Libraries Public institutions Electronic reference services (Libraries) Library reference services Reference sources
Acceso en línea:	Ver este registro en EBSCOhost

Descripción
Sumario:	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.