The present study aims to highlight the librarians' perception pertaining to the implementation of Virtual Reference Service (VRS) in the Chandigarh Region Innovation and Knowledge Cluster Institutions (CRIKC). The study is based on a sample drawn from librarians of the CRIKC libraries. To assess and evaluate the librarians' perception regarding…

This research seeks to find the new trends in virtual reference and online learning by looking at the impact of COVID-19 on academic libraries, and by identifying gaps in professional development for academic librarians, particularly in reference and instruction. Responses from the surveyed academic librarians indicate that many services…

This study aims to evaluate the effectiveness and potential utility of using machine learning and natural language processing techniques to develop models that can reliably predict the relative difficulty of incoming chat reference questions. Using a relatively large sample size of chat transcripts (N = 15,690), an empirical experimental design…

This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal…

To explore whether artificial intelligence can be used to enhance library services, this study used ChatGPT to answer reference questions. An assessment rubric was used to evaluate how well ChatGPT handled different question types and difficulty levels. Overall ChatGPT's performance was fair, but it did poorly in information accuracy. It scored…

Texting is a widespread mode of communication and libraries are experimenting with it to interact with users. This article presents the results of a study on virtual reference service. The authors seek to determine whether or not the texting service is filling a different information need than chat and email by examining the level of difficulty…

The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting…

This study aims to identify factors and behaviors associated with user dissatisfaction with a chat reference interaction to provide chat operators with suggestions of behaviors to avoid. The researchers examined 473 transcripts from an academic chat reference consortium from June to December 2016. Transcripts were coded for 13 behaviors that were…

Researchers surveyed academic librarians to determine current software and practices used in synchronous virtual research consultations. The survey findings identified the top software products currently used by respondents for virtual research consultations. Through open-ended comments, it became clear that libraries are not tied to one…

This study is aimed at describing and analyzing WeChat services at the libraries of the top 50 universities in China. It first describes the services offered by WeChat and then provides an analysis of the WeChat services through three pathways--menu service, real-time reference, and message sending--and provides suggestions for improvement,…

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…

To better understand, articulate, and improve the academic library's impact on online populations, this two-phase mixed-method study examines library communication with online students and faculty. In phase I, online focus group participants responded to vignettes illustrating library communication scenarios. Results from phase I informed the…

Academic reference librarians frequently work with students who are not aware of their professional roles. In online interactions, a student might not even realize that the librarian is a person. The ways students initiate conversations reveal their understanding of the mutual roles involved in reference encounters. Conversation analysis of live…

This study investigates how reference staff at two libraries balance teaching with resource delivery in live chat reference. Analysis of 410 transcripts from one week shows that one library tends to deliver more resources from a wider range of database suggestions, to take more time in chat interactions, and to incorporate more teaching behavior…

While virtual reference services (VRS) are becoming more and more common in academic libraries, implementing and maintaining well-used and effective VRS can be a challenge in the face of competing demands on time, staffing, and funding. Between 2011 and 2012, librarians at Washington State University, Pullman (WSU) have overhauled and reorganized…