Full Record – Author

Ref Type: Journal Article

Authors: Barbier,Pat, Ward,Joyce,

Title: Ensuring quality in a virtual reference environment

Publication Full: Community & Junior College Libraries

Year: 2004 Volume: 13 Issue: 1

Start Page: 55 Other Pages: 71

Descriptors: ELECTRONIC reference services (Libraries), LIBRARIES, SURVEYS, LIBRARIANS, INFORMATION services, QUALITY assurance,


Soon after AskALibrarian, Florida's Statewide Virtual Reference Desk, began to offer Chat Reference to the public in 2003, a Quality Assurance Workgroup was established to ensure that the service patrons received would be friendly, accurate, and adequate. To make certain that best practices were used in answering the real time questions, two methods of evaluation were quickly put into place. One of these was a patron survey, which appeared directly after the chat ended. The other method involved the forming of a Quality Assurance Work-group of academic and public librarians who would read chat transcripts and select the best one(s) that followed designated criteria for good virtual reference service. This paper presents statistics from the patron survey results and quotes from actual transcripts, which demonstrate how the Quality Assurance Workgroup used designated criteria in choosing the Best Chats for the month. [Article copies available for a fee from The [ABSTRACT FROM AUTHOR]; Copyright of Community & Junior College Libraries is the property of Haworth Press and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)


M3: Article; Barbier, Pat 1; Email Address: Barbierp@spcollege.edu; Ward, Joyce 2; Affiliations: 1: Reference and Acquisitions Librarian, St. Petersburg College M. M. Bennett Library. 2: Head of Reference and Winter Park History, Winter Park Public Library, Winter Park, FL. Source Info: 2004, Vol. 13 Issue 1, p55; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: LIBRARIES; Thesaurus Term: SURVEYS; Thesaurus Term: LIBRARIANS; Thesaurus Term: INFORMATION services; Subject Term: QUALITY assurance; Number of Pages: 17p. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Haworth Press

Place Of Publication: NULL

Issn Isbn: 2763915