A Usability Evaluation of Academic Virtual Reference Services
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ERIC Institute of Education Sciences
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| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
2014
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| _version_ | 1867181715806486528 |
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| author | Chow, Anthony S. Croxton, Rebecca A. |
| author_facet | Chow, Anthony S. Croxton, Rebecca A. Chow, Anthony S. Croxton, Rebecca A. |
| collection | Education Resources Information Center |
| contents | A Usability Evaluation of Academic Virtual Reference Services Chow, Anthony S. Croxton, Rebecca A. Academic Libraries Library Services Reference Services Computer Mediated Communication Usability Synchronous Communication Electronic Mail Telecommunications Videoconferencing Undergraduate Students Graduate Students User Satisfaction (Information) Preferences Correlation Mixed Methods Research This study examined the usability of five virtual reference services--instant messenger chat, e-mail, telephone, text messaging, and Skype videoconferencing--by having 31 undergraduate and graduate students evaluate the usability of the virtual reference services of two different universities. The study's results suggest that user preference and satisfaction for virtual reference service are highly correlated with the service's overall usability in terms of effectiveness and efficiency. Online chat was rated highest across all measures including satisfaction and seven different usability factors. Major implications of the study suggest that online chat is the virtual reference of choice for university students and that usability metrics are a good predictor of user preferences centered on high return on investment, speed of transaction, convenience, and minimal effort. |
| format | Recurso educativo Open Access |
| id | eric_EJ1066588 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2014 |
| record_format | eric |
| spellingShingle | A Usability Evaluation of Academic Virtual Reference Services Chow, Anthony S. Croxton, Rebecca A. Academic Libraries Library Services Reference Services Computer Mediated Communication Usability Synchronous Communication Electronic Mail Telecommunications Videoconferencing Undergraduate Students Graduate Students User Satisfaction (Information) Preferences Correlation Mixed Methods Research A Usability Evaluation of Academic Virtual Reference Services Chow, Anthony S. Croxton, Rebecca A. Academic Libraries Library Services Reference Services Computer Mediated Communication Usability Synchronous Communication Electronic Mail Telecommunications Videoconferencing Undergraduate Students Graduate Students User Satisfaction (Information) Preferences Correlation Mixed Methods Research This study examined the usability of five virtual reference services--instant messenger chat, e-mail, telephone, text messaging, and Skype videoconferencing--by having 31 undergraduate and graduate students evaluate the usability of the virtual reference services of two different universities. The study's results suggest that user preference and satisfaction for virtual reference service are highly correlated with the service's overall usability in terms of effectiveness and efficiency. Online chat was rated highest across all measures including satisfaction and seven different usability factors. Major implications of the study suggest that online chat is the virtual reference of choice for university students and that usability metrics are a good predictor of user preferences centered on high return on investment, speed of transaction, convenience, and minimal effort. |
| title | A Usability Evaluation of Academic Virtual Reference Services |
| topic | Academic Libraries Library Services Reference Services Computer Mediated Communication Usability Synchronous Communication Electronic Mail Telecommunications Videoconferencing Undergraduate Students Graduate Students User Satisfaction (Information) Preferences Correlation Mixed Methods Research |
| url | https://eric.ed.gov/?id=EJ1066588 |