Full Record – Author

Ref Type: Journal Article

Authors: Nilsen,Kirsti,

Title: Virtual versus face-to-face reference

Publication Full: Refer

Year: 2005 Volume: 21 Issue: 3

Start Page: 12 Other Pages: 19

Descriptors: ELECTRONIC reference services (Libraries), REFERENCE services (Libraries), INFORMATION services, EDUCATION — Information services, CONGRESSES & conventions, CONDUCTING the Reference Interview: A How-To-Do-It Manual for Librarians (Book),


The article presents information on a paper presented at the World Library and Information Conference 2005. This study seeking to determine users' perceptions about reference services and to try to understand what makes users satisfied and willing to return. The study has been conducted in three phases and several articles have been published, along with the book "Conducting the Reference Interview." The first two phases of the research examined what happens when patrons ask questions face-to-face at reference desks in libraries, and the last phase looks at what happens when patrons ask questions at virtual reference desks. Education and training of reference librarians need to ensure that librarians not only know the reference sources but understand the importance of interpersonal communication in the reference process. The criteria for providing face-to-face and virtual reference services are readily available and can be used in training library staff. The Reference and User Services Association provides guidelines on behavioral performance and professional competencies and on virtual reference services.


M3: Article; Nilsen, Kirsti 1; Affiliations: 1: University of Western Ontario, Canada. Source Info: Autumn2005, Vol. 21 Issue 3, p12; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: INFORMATION services; Subject Term: EDUCATION — Information services; Subject Term: CONGRESSES & conventions; Number of Pages: 6p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 1442384