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.
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Abstract
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.
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| ID Code: | 28942 |
|---|---|
| Item Type: | Journal Article |
| Additional URLs: | |
| Keywords: | Academic Libraries, Electronic Reference Services, Digital Libraries, 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 16:07 |
| Last Modified: | 10 Jun 2010 00:12 |
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