Virtual references services: defining the criteria and indicators to evaluate them
Abstract
Purpose
This paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user's perspective, taking into account the potential of Web 2.0 applications.
Design/methodology/approach
This research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies.
Findings
The study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies.
Originality/value
The paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.
Keywords
Citation
Pinto, M. and Manso, R.A. (2012), "Virtual references services: defining the criteria and indicators to evaluate them", The Electronic Library, Vol. 30 No. 1, pp. 51-69. https://doi.org/10.1108/02640471211204060
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited