Salvato in:
| Autori principali: | , |
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| Natura: | Recurso educativo Open Access |
| Lingua: | en |
| Pubblicazione: |
2006
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| Soggetti: | |
| Accesso online: | https://eric.ed.gov/?id=EJ885399 |
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Sommario:
- Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation Smyth, Joanne B. MacKenzie, James C. Foreign Countries Reference Services Electronic Libraries Computer Mediated Communication User Satisfaction (Information) Surveys Transcripts (Written Records) Data Analysis Academic Libraries Library Services Library Personnel Models Program Evaluation This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of both the library staff member and the patron-the authors sought to determine whether these three elements had any bearing on satisfaction in virtual reference sessions.