Needs and Results in Virtual Reference Transactions: A Longitudinal Study. Issue 3 (3rd July 2017)

• Record Type: Journal Article
• Authors: McKewan, Jaclyn; Richmond, Scott S.
• Is Part Of: Reference librarian. Volume 58:Issue 3(2017)
• Page Start: 179
• Page End: 189
• Publication Date: 2017-07-03
• Subjects: longitudinal study -- reference -- virtual reference; Reference services (Libraries) -- Periodicals; Library administration -- Periodicals; 025.5205
• DOI: 10.1080/02763877.2016.1233086
• Languages: English
• ISSNs: 0276-3877

Abstract

ABSTRACT: The authors analyzed a set of virtual reference transactions from a cooperative chat service, comprising transcripts from 2014 and 2006. Chats were categorized by type of library, length of time, type of question, and type of resolution. The article looks at the changes seen over time and how a change in the type of questions asked may be causing further changes in average length of time and resolution. The authors discuss what these changes imply for the future of librarianship and how accuracy can be improved.