Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation

Autor/inn/en	Smyth, Joanne B.; MacKenzie, James C.
Titel	Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation
Quelle	In: Public Services Quarterly, 2 (2006) 2-3, S.85-105 (21 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1522-8959
Schlagwörter	Foreign Countries; Reference Services; Electronic Libraries; Computer Mediated Communication; User Satisfaction (Information); Surveys; Transcripts (Written Records); Data Analysis; Academic Libraries; Library Services; Library Personnel; Models; Program Evaluation; Canada + Suchen Sie Ihr Suchwort? Ausland; Literaturdienst; Digitale Bibliothek; Elektronische Bibliothek; Computerkonferenz; Benutzerfreundlichkeit; Survey; Umfrage; Befragung; Auswertung; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Bibliotheksarbeit; Analogiemodell; Programme evaluation; Programmevaluation; Kanada
Abstract	This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of both the library staff member and the patron-the authors sought to determine whether these three elements had any bearing on satisfaction in virtual reference sessions. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10