Program Description
Access Services (traditionally circulation, reserves, interlibrary loan, stacks maintenance and related functions) frequently account for a large portion of questions submitted through virtual reference services. A study conducted by the author will describe the overlap between reference, access and other types of questions, as well as the extent, proportion, and characteristics of access questions, and response strategies that may be appropriate for handling them. By analyzing a large urban University's e-mailed virtual reference service questions, it is intended that a definition and the scope of access issues can be identified. Are there trends in what users need to know about access services in general? Which access issues are most common, frequent, and/or varied for users of virtual reference services? Which can be responded to with specific strategies within the virtual reference service itself? Which can be met through the development of services outside the virtual reference service? It is also recognized that some access issues may be so integrally related to reference services that it is inappropriate to treat them separately. What constitutes a good virtual reference response to an access-related question?Does this differ from other types of questions? Are there implications for staffing and/or training for virtual reference staff?Are other support systems needed? Audience participation in small groups will be conducted early in the program to identify common access questions received through a broad variety of virtual reference services; and participants will later discuss and develop response strategies and share them with the audience at large.
Start Date
25-4-2014 10:00 AM
End Date
25-4-2014 10:50 AM
Accessing the Library through Virtual Reference Services
Access Services (traditionally circulation, reserves, interlibrary loan, stacks maintenance and related functions) frequently account for a large portion of questions submitted through virtual reference services. A study conducted by the author will describe the overlap between reference, access and other types of questions, as well as the extent, proportion, and characteristics of access questions, and response strategies that may be appropriate for handling them. By analyzing a large urban University's e-mailed virtual reference service questions, it is intended that a definition and the scope of access issues can be identified. Are there trends in what users need to know about access services in general? Which access issues are most common, frequent, and/or varied for users of virtual reference services? Which can be responded to with specific strategies within the virtual reference service itself? Which can be met through the development of services outside the virtual reference service? It is also recognized that some access issues may be so integrally related to reference services that it is inappropriate to treat them separately. What constitutes a good virtual reference response to an access-related question?Does this differ from other types of questions? Are there implications for staffing and/or training for virtual reference staff?Are other support systems needed? Audience participation in small groups will be conducted early in the program to identify common access questions received through a broad variety of virtual reference services; and participants will later discuss and develop response strategies and share them with the audience at large.