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Ref Type: Journal Article

Authors: Kern,M. Kathleen,

Title: Looking at the bigger picture: An integrated approach to evaluation of chat reference services

Publication Full: The Reference Librarian

Year: 2006 Volume: 46 Issue: 95

Start Page: 99 Other Pages: 112

Descriptors: INFORMATION resources management, ONLINE information services, LIBRARY Web sites, REFERENCE services (Libraries), LIBRARIES & students, ELECTRONIC information resource searching, LIBRARY resources, INFORMATION retrieval, chat reference, e-mail reference, integration, reference services, valuation, virtual reference,


Virtual reference offers some unique new opportunities for evaluation due to the richness of the transcripts and other automatically collected data. To put evaluation of virtual reference into context, however, libraries should view and evaluate virtual reference as part of the whole of a library's reference service. Holistic evaluation pursues an integrated approach to evaluating the total of a library's reference service. [ABSTRACT FROM AUTHOR]; Copyright of Reference Librarian 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; Kern, M. Kathleen 1; Email Address: katkern@uiuc.edu; Affiliations: 1: Assistant Professor and Reference Librarian, 300 Main Library, MC-522, University of lllinois at Urbana-Champaign, 1408 West Gregory, Urbana, IL 61801 Source Info: 2006, Vol. 46 Issue 95/96, p99; Thesaurus Term: INFORMATION resources management; Thesaurus Term: ONLINE information services; Thesaurus Term: LIBRARY Web sites; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: LIBRARIES & students; Thesaurus Term: ELECTRONIC information resource searching; Thesaurus Term: LIBRARY resources; Thesaurus Term: INFORMATION retrieval; Author-Supplied Keyword: chat reference; Author-Supplied Keyword: e-mail reference; Author-Supplied Keyword: integration; Author-Supplied Keyword: reference services; Author-Supplied Keyword: valuation; Author-Supplied Keyword: virtual reference; Number of Pages: 14p. 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: 2763877