Full Record – Author

Ref Type: Journal Article

Authors: Ciccone,Karen, VanScoy,Amy,

Title: Managing an established virtual reference service

Publication Full: Internet Reference Services Quarterly

Year: 2003 Volume: 8 Issue: 2-Jan

Start Page: 95 Other Pages: 105

Descriptors: ELECTRONIC reference services (Libraries), INFORMATION services, LIBRARIES, QUALITY of service, QUALITY control, NORTH Carolina State University, RALEIGH (N.C.), NORTH Carolina, problem patrons, quality assessment, training, Virtual reference,


Virtual reference, no longer a “new thing,” has become an integral part of reference services. While implementing a new virtual reference service may not be as difficult now as it was in the past, established services must still grapple with several difficult philosophical, managerial, and policy issues. This article discusses how the North Carolina State University (NCSU) Libraries has dealt with four areas common to developing virtual reference services: getting too many patrons at once, problem patrons, training and quality assessment, and expanding and improving the service. [ABSTRACT FROM PUBLISHER]; Copyright of Internet Reference Services Quarterly 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; Ciccone, Karen 1; Email Address: karen_ciccone@ncsu.edu; VanScoy, Amy 2; Email Address: amy_vanscoy@ncsu.edu; Affiliations: 1: Head, Natural Resources Library, North Carolina State University Libraries. 2: Assistant Head of Research and Information Services, North Carolina State University Libraries. Source Info: 2003, Vol. 8 Issue 1/2, p95; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: INFORMATION services; Thesaurus Term: LIBRARIES; Subject Term: QUALITY of service; Subject Term: QUALITY control; Subject Term: NORTH Carolina State University; Subject Term: RALEIGH (N.C.); Subject Term: NORTH Carolina; Author-Supplied Keyword: problem patrons; Author-Supplied Keyword: quality assessment; Author-Supplied Keyword: training; Author-Supplied Keyword: Virtual reference; Number of Pages: 11p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 10875301