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Ref Type: Journal Article

Authors: Leykam,Andrew, Perkins,Catherine,

Title: Is this the right tool for our library? A look at e-mail virtual reference use patterns

Publication Full: The Reference Librarian

Year: 2007 Volume: 48 Issue: 1

Start Page: 1 Other Pages: 17

Descriptors: academic libraries, Ask-A-Librarian, chat reference, e-mail reference, e-reference, QuestionPoint, reference service analysis, synchronous reference service, Virtual reference,


The desire to cater to users' needs with new and faster technologies drives development in virtual reference at many libraries. While many articles illustrate the benefits and quality of synchronous chat and IM reference, there remain numerous libraries that use e-mail reference as their only virtual service. Using data collected over a four-year period, the authors assess the value of a commercial reference tool at a mid-sized academic library to evaluate whether the current virtual reference service meets user demand. Time, use, cost, staffing, and community needs are addressed in an effort to improve e-mail reference in the current environment. [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; Leykam, Andrew 1; Email Address: leykam@mail.csi.cuny.edu; Perkins, Catherine 2; Email Address: perkins@ucc.edu; Affiliations: 1: Coordinator of Virtual Reference, College of Staten Island/CUNY, Staten Island, NY 10314 2: Head of Acquisitions, Union County College Libraries, Cranford, NJ 07016 Source Info: 2007, Vol. 48 Issue 1, p1; Author-Supplied Keyword: academic libraries; Author-Supplied Keyword: Ask-A-Librarian; Author-Supplied Keyword: chat reference; Author-Supplied Keyword: e-mail reference; Author-Supplied Keyword: e-reference; Author-Supplied Keyword: QuestionPoint; Author-Supplied Keyword: reference service analysis; Author-Supplied Keyword: synchronous reference service; Author-Supplied Keyword: Virtual reference; Number of Pages: 17p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 2763877