Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines

Persistent Link:
http://hdl.handle.net/10150/106397
Title:
Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines
Author:
Shachaf, Pnina; Horowitz, Sarah M.
Citation:
Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines 2007, 30(2):122-137 Library & Information Science Research
Journal:
Library & Information Science Research
Issue Date:
2007
URI:
http://hdl.handle.net/10150/106397
Submitted date:
2008-11-19
Abstract:
This study evaluates the level of adherence to professional guidelines by virtual (e-mail) reference services. These professional guidelines are set up as standards to assure service quality; however, studies of virtual reference effectiveness rarely utilize these standards to measure reference success. This study evaluates and compares the level of adherence to two sets of professional guidelines that have been published by the International Federation of Library Associations (IFLA) and the American Library Association (ALA) Reference and User Services Association (RUSA). Analysis of 324 transactions from 54 libraries showed: 1) low levels of adherence to both sets of guidelines; 2) varied levels of adherence based on request types and user names on both sets of guidelines; 3) variation in institutional rank when different sets of guidelines were utilized; 4) no correlation between user satisfaction and adherence to either set of guidelines. The implications of this study for future research and practice lie not only in its provision of a systematic way to analyze transactions in light of the ideal professional standards, but also in providing an empirical benchmark for virtual reference services evaluation.
Type:
Journal Article (Paginated)
Language:
en
Keywords:
Reference Services; Evaluation
Local subject classification:
Virtual reference; Professional guidelines; IFLA guidelines; RUSA guidelines; Gender; Ethnicity; Bias

Full metadata record

DC FieldValue Language
dc.contributor.authorShachaf, Pninaen_US
dc.contributor.authorHorowitz, Sarah M.en_US
dc.date.accessioned2008-11-19T00:00:01Z-
dc.date.available2010-06-18T23:45:46Z-
dc.date.issued2007en_US
dc.date.submitted2008-11-19en_US
dc.identifier.citationVirtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines 2007, 30(2):122-137 Library & Information Science Researchen_US
dc.identifier.urihttp://hdl.handle.net/10150/106397-
dc.description.abstractThis study evaluates the level of adherence to professional guidelines by virtual (e-mail) reference services. These professional guidelines are set up as standards to assure service quality; however, studies of virtual reference effectiveness rarely utilize these standards to measure reference success. This study evaluates and compares the level of adherence to two sets of professional guidelines that have been published by the International Federation of Library Associations (IFLA) and the American Library Association (ALA) Reference and User Services Association (RUSA). Analysis of 324 transactions from 54 libraries showed: 1) low levels of adherence to both sets of guidelines; 2) varied levels of adherence based on request types and user names on both sets of guidelines; 3) variation in institutional rank when different sets of guidelines were utilized; 4) no correlation between user satisfaction and adherence to either set of guidelines. The implications of this study for future research and practice lie not only in its provision of a systematic way to analyze transactions in light of the ideal professional standards, but also in providing an empirical benchmark for virtual reference services evaluation.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.subjectReference Servicesen_US
dc.subjectEvaluationen_US
dc.subject.otherVirtual referenceen_US
dc.subject.otherProfessional guidelinesen_US
dc.subject.otherIFLA guidelinesen_US
dc.subject.otherRUSA guidelinesen_US
dc.subject.otherGenderen_US
dc.subject.otherEthnicityen_US
dc.subject.otherBiasen_US
dc.titleVirtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelinesen_US
dc.typeJournal Article (Paginated)en_US
dc.identifier.journalLibrary & Information Science Researchen_US
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