Full Record – Author

Ref Type: Journal Article

Authors: Smyth,Joanne B., MacKenzie,James C.,

Title: Comparing virtual reference exit survey results and transcript analysis: A model for service evaluation

Publication Full: Public Services Quarterly

Year: 2006 Volume: 2 Issue: 2

Start Page: 85 Other Pages: 99

Descriptors: ELECTRONIC reference services (Libraries), REFERENCE services (Libraries), ELECTRONIC information resources, LIBRARIANS, COMMUNICATION & technology, INFORMATION services, LIBRARIES, REFERENCE sources, PUBLIC institutions, Academic libraries, exit surveys, librarian satisfaction, reference services, user surveys, virtual reference,


This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of both the library staff member and the patron-the authors sought to determine whether these three elements had any bearing on satisfaction in virtual reference sessions. [ABSTRACT FROM AUTHOR]; Copyright of Public 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; Smyth, Joanne B. 1; Email Address: jsmyth@unb.ca; MacKenzie, James C. 2; Email Address: jmackenz@unb.ca; Affiliations: 1: Coordinator for Distance Education and LIVE Online Reference Service, Harriet Irving Library, University of New Brunswick (Fredericton) Libraries, Fredericton, New Brunswick, Canada, E3B 5H5. 2: Information Services Librarian, Harriet Irving Library, University of New Brunswick (Fredericton) Libraries, Fredericton, New Brunswick, Canada, E3B 5H5. Source Info: 2006, Vol. 2 Issue 2/3, p85; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: ELECTRONIC information resources; Thesaurus Term: LIBRARIANS; Thesaurus Term: COMMUNICATION & technology; Thesaurus Term: INFORMATION services; Thesaurus Term: LIBRARIES; Thesaurus Term: REFERENCE sources; Subject Term: PUBLIC institutions; Author-Supplied Keyword: Academic libraries; Author-Supplied Keyword: exit surveys; Author-Supplied Keyword: librarian satisfaction; Author-Supplied Keyword: reference services; Author-Supplied Keyword: user surveys; Author-Supplied Keyword: virtual reference; Number of Pages: 15p. Document Type: Article

Links: NULL

Extra Data: NULL


Retrieved Date:January 1, 1970

Editors: NULL

Book Title: NULL

Series Title: NULL

Publisher: Haworth Press

Place Of Publication: NULL

Issn Isbn: 15228959