Motivations and uses: Evaluating virtual reference service from the users' perspective

被引:28
作者
Pomerantz, Jeffrey [1 ]
Luo, Lili [1 ]
机构
[1] Univ N Carolina, Sch Lib & Informat Sci, Chapel Hill, NC 27599 USA
关键词
D O I
10.1016/j.lisr.2006.06.001
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs. (c) 2006 Elsevier Inc. All rights reserved.
引用
收藏
页码:350 / 373
页数:24
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