Wednesday 29 February 2012

Virtual references services: defining the criteria and indicators to evaluate them

an article by María Pinto (University of Granada, Spain) and Ramón A. Manso (Central University “Marta Abreu” of Las Villas, Cuba and University of Granada, Spain) published in The Electronic Library Volume 30 Issue 1 (2012)

Abstract

Purpose
This paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user’s perspective, taking into account the potential of Web 2.0 applications.
Design/methodology/approach
This research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies.
Findings
The study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies.
Originality/value
The paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.


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