Persistent Link:
http://hdl.handle.net/10150/105494
Title:
Service Equality in Virtual Reference
Author:
Shachaf, Pnina; Oltmann, Shannon M.; Horowitz, Sarah M.
Citation:
Service Equality in Virtual Reference 2008, Journal of the American Society for Information Science and Technology
Journal:
Journal of the American Society for Information Science and Technology
Issue Date:
2008
URI:
http://hdl.handle.net/10150/105494
Submitted date:
2007-12-07
Abstract:
Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, eservice may either increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when academic and public librarians answer 676 online reference queries. Quality of e-service was evaluated along three dimensions: timely response, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.
Type:
Journal Article (Paginated)
Language:
en
Keywords:
Reference Services
Local subject classification:
Virtual reference; Quality of service

Full metadata record

DC FieldValue Language
dc.contributor.authorShachaf, Pninaen_US
dc.contributor.authorOltmann, Shannon M.en_US
dc.contributor.authorHorowitz, Sarah M.en_US
dc.date.accessioned2007-12-07T00:00:01Z-
dc.date.available2010-06-18T23:26:23Z-
dc.date.issued2008en_US
dc.date.submitted2007-12-07en_US
dc.identifier.citationService Equality in Virtual Reference 2008, Journal of the American Society for Information Science and Technologyen_US
dc.identifier.urihttp://hdl.handle.net/10150/105494-
dc.description.abstractResearch is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, eservice may either increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when academic and public librarians answer 676 online reference queries. Quality of e-service was evaluated along three dimensions: timely response, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.subjectReference Servicesen_US
dc.subject.otherVirtual referenceen_US
dc.subject.otherQuality of serviceen_US
dc.titleService Equality in Virtual Referenceen_US
dc.typeJournal Article (Paginated)en_US
dc.identifier.journalJournal of the American Society for Information Science and Technologyen_US
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