Saved in:
| Main Authors: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2009
|
| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ860835 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Table of Contents:
- University Library Virtual Reference Services: Best Practices and Continuous Improvement Shaw, Kate Spink, Amanda Research Libraries Reference Services Best Practices Academic Libraries Library Development Library Research Total Quality Management Asynchronous Communication Computer Mediated Communication Synchronous Communication Library Networks Foreign Countries The inclusion or not of chat services within Virtual Reference (VR) is an important topic for university libraries. Increasingly, email supported by a Frequently Asked Questions (FAQ) database is suggested in the scholarly literature as the preferred, cost-effective means for providing university VR services. This paper examines these issues and identifies some best practices for university library VR services relating to chat and email service, collaborative service provision, services staffing, and staff training. Further studies are required to more completely identify best practices for the complete range of VR services. (Contains 58 notes.)