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Article
Publication date: 1 March 2006

Kirsti Nilsen

The purpose of this paper is to compare user perspectives on visits to in‐person and virtual reference services conducted by participants in the Library Visit Study, an ongoing…

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Abstract

Purpose

The purpose of this paper is to compare user perspectives on visits to in‐person and virtual reference services conducted by participants in the Library Visit Study, an ongoing research project.

Design/methodology/approach

This paper compares satisfaction rates, identifies staff behaviours that influence user satisfaction, and suggests how both face‐to‐face and virtual reference can be improved. Since 1990, participants in the Library Visit Study have been MLIS students who ask questions at in‐person and virtual reference desks, and report on their experiences. In addition to these accounts, students complete questionnaires on their experiences. Level of satisfaction with the in‐person or virtual transactions, based on the “willingness to return” criterion, are computed. Satisfaction is compared with other factors such as correctness of answers and friendliness of library staff. Underlying problems that influence satisfaction are identified. Findings – Data from 261 in‐person and 85 virtual reference transaction accounts (both e‐mail and chat) show that virtual reference results in lower satisfaction than in‐person reference. Underlying problems that are associated with user dissatisfaction were identified in face‐to‐face reference and carry over to virtual reference, including lack of reference interviews, unmonitored referrals and failure to follow‐up. Research limitations/implications – The number of virtual reference visits is relatively small (85) compared with 261 in‐person visits. Practical implications – The reasons for ongoing failures are examined and solutions that can help improve both face‐to‐face and virtual reference are identified. Education and training of reference staff can be improved by recognition of the behavioural causes of dissatisfaction in users. Originality/value – This paper provides empirical data that compare user perceptions of in‐person and virtual reference.

Details

New Library World, vol. 107 no. 3/4
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 April 1994

Kirsti Nilsen

“Public librarians are not interested in collection development issues.”

165

Abstract

“Public librarians are not interested in collection development issues.”

Details

Collection Building, vol. 13 no. 4
Type: Research Article
ISSN: 0160-4953

Available. Content available

Abstract

Details

Online Information Review, vol. 26 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

Available. Content available
Article
Publication date: 1 October 2003

Sarah Nesbeitt

603

Abstract

Details

Library Review, vol. 52 no. 7
Type: Research Article
ISSN: 0024-2535

Keywords

Available. Content available
Article
Publication date: 1 March 2001

Julia Gelfand

99

Abstract

Details

Library Hi Tech News, vol. 18 no. 3
Type: Research Article
ISSN: 0741-9058

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