Full Record – Author

Ref Type: Journal Article

Authors: VanScoy,Amy,

Title: Page us: Combining the best of in-person and virtual reference service to meet in-library patron needs

Publication Full: Internet Reference Services Quarterly

Year: 2006 Volume: 11 Issue: 2

Start Page: 15 Other Pages: 25

Descriptors: REFERENCE services (Libraries), ELECTRONIC reference services (Libraries), QUESTION-answering systems, LIBRARIES — Space utilization, LIBRARY employees, LIBRARY surveys, INFORMATION services, INFORMATION professionals, Evaluation, online reference, Reference services, university libraries, virtual reference,


When patron workstations are located far from the reference desk, service suffers because patrons can't easily contact staff. While in-house chat services offer a partial solution to this problem, these services fail to provide the face-to-face element that the literature shows is critical for effective reference service. This study analyzes NCSU Libraries' method for solving this problem, a hybrid service that combines features of in-person and virtual reference service. [ABSTRACT FROM AUTHOR]; 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; VanScoy, Amy 1; Email Address: amy_vanscoy@ncsu.edu; Cox, Christopher N. 2; Affiliations: 1: Assistant Head, Research and Information Services, NCSU Libraries, North Carolina State University, Box 7111, Raleigh, NC 27695 2: Assistant Director of Libraries, University of Wisconsin-Eau Claire's McIntyre Library Source Info: 2006, Vol. 11 Issue 2, p15; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: QUESTION-answering systems; Thesaurus Term: LIBRARIES — Space utilization; Thesaurus Term: LIBRARY employees; Thesaurus Term: LIBRARY surveys; Thesaurus Term: INFORMATION services; Thesaurus Term: INFORMATION professionals; Subject Term: Evaluation; Author-Supplied Keyword: online reference; Author-Supplied Keyword: Reference services; Author-Supplied Keyword: university libraries; Author-Supplied Keyword: virtual reference; Number of Pages: 11p; Illustrations: 2 charts, 3 graphs, 1bw. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Haworth Press

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Issn Isbn: 10875301