"Ask a librarian": Comparing virtual reference services in an Israeli academic library

Riki Greenberg, Judit Bar-Ilan

Research output: Contribution to journalArticlepeer-review

13 Scopus citations

Abstract

This study considered two Web-based virtual reference services (VRS) at an academic library in Israel: chat (116 interactions) and email (213 exchanges). The contents of a set of questions and answers in both VRS services were analyzed, along with an open-ended questionnaire administered to the library's reference team (n = 16). Differences were found in the question and answer distributions. Face-to-face reference is preferred by the librarians although they acknowledge that the best fitting service is dependent on the users' preferences and their information needs.

Original languageEnglish
Pages (from-to)139-146
Number of pages8
JournalLibrary and Information Science Research
Volume37
Issue number2
DOIs
StatePublished - 1 Apr 2015

Bibliographical note

Publisher Copyright:
© 2015 Elsevier Inc.

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