University library virtual reference services : best practices and continuous improvement

Shaw, Kate & Spink, Amanda H. (2009) University library virtual reference services : best practices and continuous improvement. Australian Academic & Research Libraries, 40(3), pp. 192-205.


The inclusion or not of chat services within Virtual Reference (VR) is an important topic for university libraries. Increasingly, email supported by a Frequently Asked Questions (FAQ) database is suggested in the scholarly literature as the preferred, cost-effective means for providing university VR services. This paper examines these issues and identifies some best practices for university library VR services relating to chat and email service, collaborative service provision, services staffing, and staff training. Further studies are required to more completely identify best practices for the complete range of VR services.

Impact and interest:

6 citations in Scopus
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2 citations in Web of Science®

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ID Code: 28942
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Academic Libraries, Electronic Reference Services, Digital Libraries, HERN, Training of Library Employees
ISSN: 0004-8623
Divisions: Current > QUT Faculties and Divisions > Division of Administrative Services
Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2009 Australian Library and Information Association Ltd and Authors
Deposited On: 26 Nov 2009 06:07
Last Modified: 24 Feb 2015 06:04

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