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Posts tagged with Virtual Reference in Blog Tiny Studies

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Icon of an open laptop with two, differently colored chat bubbles floating from the screen.
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  • Rachel Hoster
"How Did We Do Today?": Ask a Librarian Chat Service Assessment
What do library users want and need when they contact the Ask a Librarian chat service? This post describes a project to design and deliver a survey to gather information on how the library's reference service is meeting community needs. Survey results identified both demographic and service-oriented trends.
Ask a Librarian service contact methods: IM, email, text, phone
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  • Karen A Reiman-Sendi
The Value of Being Virtual: User Feedback on Email and Instant Messaging Reference Services
Ask a Librarian email and instant messaging (IM) service providers targeted current users of our virtual reference services during 2016-2017, to gather feedback about our online research and reference service. We wanted to know more about users' motivation for seeking help via email and via IM, as well as users' satisfaction with their online interactions. Additionally, we were interested in gathering users' ideas for future IM service enhancements.