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Public Services Quarterly, ISSN 1522-8959, 07/2006, Volume 2, Issue 2-3, pp. 143 - 165
Journal Article
Journal of Documentation, ISSN 0022-0418, 10/2009, Volume 65, Issue 6, pp. 977 - 996
Purpose - The purpose of this paper is to examine the quality of answers on the Wikipedia Reference Desk, and to compare it with library reference services. It... 
Reference services | Product reliability | Quality | WEB | BOUNDED RATIONALITY | SERVICE QUALITY | INFORMATION SCIENCE & LIBRARY SCIENCE | FUTURE | SCALE | VIRTUAL REFERENCE | Wikipedia | computer-assisted research | research tools | librarians
Journal Article
Reference Services Review, ISSN 0090-7324, 05/2009, Volume 37, Issue 2, pp. 221 - 233
Journal Article
Legal Reference Services Quarterly, ISSN 0270-319X, 04/2017, Volume 36, Issue 2, pp. 85 - 102
The Legal Information Institute (LII) has been at the forefront of access to justice for 25 years as the first organization to publish online the United States... 
reference | free law | access to justice | access to information | Legal Information Institute | legal information | LII | virtual reference | reference desk | Reference services | Online reference work
Journal Article
Legal Reference Services Quarterly, ISSN 0270-319X, 04/2017, Volume 36, Issue 2, pp. 85 - 102
Journal Article
The Journal of Academic Librarianship, ISSN 0099-1333, 11/2017, Volume 43, Issue 6, pp. 469 - 478
Academic libraries have long experimented with how to staff the reference desk. Recent trends at college and university libraries indicate a shift toward a... 
Virtual reference | Library staffing | Undergraduate students | Reference | Academic library | SATISFACTION | SERVICES | DESK | INFORMATION SCIENCE & LIBRARY SCIENCE | PEER-REFERENCE | College students | University and college libraries | Information services | Analysis | Standards | Information services industry
Journal Article
Journal of Library & Information Services in Distance Learning, ISSN 1533-290X, 04/2010, Volume 4, Issue 1-2, pp. 18 - 29
Journal Article
Internet Reference Services Quarterly, ISSN 1087-5301, 08/2010, Volume 15, Issue 3, pp. 169 - 188
The experience of the Mississippi State University (MSU) Libraries illustrates the challenges presented by moving from consortial to local chat, as well as an... 
marketing | chat | training | academic libraries | instant messaging | virtual reference | Mississippi State University | consortia | Consortia | Training | Instant messaging | Chat | Virtual reference | Academic libraries | Marketing | Libraries | Desks | Internet | Students | Communities | Quality control
Journal Article
Science & Technology Libraries, ISSN 0194-262X, 09/2011, Volume 30, Issue 4, pp. 343 - 353
An online survey, conducted in 2009, of New Jersey academic libraries' provides data for studying different types of reference models being used in a subset of... 
Brandeis model | Web 2.0 | information commons | reference models | research consultation | roving librarian | virtual reference | online survey | field librarian | my librarian | Medicine | Science | Engineering | Reference services | Academic libraries | Colleges & universities | Colleges | Communities | Health | Desks | On-line systems | Libraries | Medical | Online
Journal Article
Information Research, ISSN 1368-1613, 01/2004, Volume 9, Issue 2, p. 171
This paper discusses the methodology and reports on initial findings of a study examining the perceptions of users of digital reference services. It is part of... 
INFORMATION SCIENCE & LIBRARY SCIENCE | reference | digital reference services | Library Visit Study | satisfaction | virtual reference | methodology | user perceptions | reference interview
Journal Article
Medical Reference Services Quarterly, ISSN 0276-3869, 04/2005, Volume 24, Issue 2, pp. 11 - 23
The questions asked at the traditional reference desk are decreasing while questions asked at the virtual reference desk are on the rise. Over a one-month... 
Reference questions | virtual reference desk | physical reference desk | statistics | Physical reference desk | Virtual reference desk | Statistics | Demography | Information Storage and Retrieval - methods | Chicago | Humans | Libraries, Digital - utilization | Surveys and Questionnaires | Libraries, Medical - utilization
Journal Article
Journal of Library Administration: Trends, Issues, and Innovation in Academic Library Service, Part 2: Case Studies, ISSN 0193-0826, 04/2011, Volume 51, Issue 4, pp. 343 - 358
Academic libraries have seen a dramatic decline in face-to-face traditional reference desk interactions over the past decade. Due to new initiatives at the... 
academic libraries | embedded | virtual reference | instruction | outreach | Outreach | Embedded | Instruction | Academic libraries | Virtual reference services (Libraries) | University and college libraries | Growth | Service enhancement | Communities | Meetings | Consultancy services | Desks | Electronics | Libraries | Visibility
Journal Article
2015, Charleston insights in library, archival, and information sciences, ISBN 1557536988, vi, 401
"Reference service, the idea that librarians provide direct assistance to users, has been a central function of libraries for over a century. Today's libraries... 
Reference services (Libraries) | Reference librarians | Electronic reference services (Libraries) | Information technology | Effect of technological innovations on | Internet in library reference services
Book
New Library World, ISSN 0307-4803, 05/2006, Volume 107, Issue 5/6, pp. 228 - 237
Purpose - Libraries and librarians must adapt their services and products to the evolutions of the information society, and more precisely to users' needs.... 
National libraries | Virtual organizations | Reference services | North America | Switzerland | Europe | Directories | Lists | Desks | Evolution | Links | On-line systems | Libraries | Online
Journal Article
Library and Information Science Research, ISSN 0740-8188, 2006, Volume 28, Issue 4, pp. 521 - 547
Using the multiple-case study method, this research investigates reasons why nine virtual reference (chat) services have been discontinued. The investigation... 
COST-EFFECTIVENESS | QUALITY | ONLINE REFERENCE | DESK | ACADEMIC-LIBRARY | INFORMATION SCIENCE & LIBRARY SCIENCE | DIGITAL REFERENCE SERVICES | VIRTUAL REFERENCE | LIVE
Journal Article
Reference and User Services Quarterly, ISSN 1094-9054, 03/2004, Volume 43, Issue 3, pp. 190 - 191
  Huling expresses her appreciation for the 5th Virtual Reference Desk Conference, which was held last November 17-18 in San Antonio TX. The conference, which... 
Conferences, meetings and seminars | Digital libraries | Virtual reference services (Libraries) | Conferences | Reference services | Librarians | Information professionals
Journal Article
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