Motivations and Uses: Evaluating Virtual Reference Service from the Users' Perspective

Pomerantz, Jeffrey and Luo, Lili (2006) Motivations and Uses: Evaluating Virtual Reference Service from the Users' Perspective. Library & Information Science Research 28(3):pp. 350-373.

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Abstract

The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs.

EPrint Type:	Journal Article (Paginated)
Keywords:	reference service, chat reference, virtual reference, real-time reference, information needs, user satisfaction
Subjects:	Reference Services
ID Code:	1886
Deposited On:	25 May 2007
Alternative Locations:	http://dx.doi.org/10.1016/j.lisr.2006.06.001, http://www.ils.unc.edu/~jpom/pubs/Preprint-LISR-2006b.pdf
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