University library virtual reference services : best practices and continuous improvement


Autoria(s): Shaw, Kate; Spink, Amanda H.
Data(s)

01/09/2009

Resumo

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.

Formato

application/pdf

Identificador

http://eprints.qut.edu.au/28942/

Publicador

Australian Library and Information Association Ltd

Relação

http://eprints.qut.edu.au/28942/1/c28942.pdf

Shaw, Kate & Spink, Amanda H. (2009) University library virtual reference services : best practices and continuous improvement. Australian Academic & Research Libraries, 40(3), pp. 192-205.

Direitos

Copyright 2009 Australian Library and Information Association Ltd and Authors

Fonte

Division of Administrative Services; Faculty of Science and Technology

Palavras-Chave #Academic Libraries #Electronic Reference Services #Digital Libraries #HERN #Training of Library Employees
Tipo

Journal Article