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Direct linkNolen, David S.; Powers, Amanda Clay; Zhang, Li; Xu, Yue; Cannady, Rachel E.; Li, Judy – portal: Libraries and the Academy, 2012
The Mississippi State University Libraries' Virtual Reference Service collected statistics about virtual reference usage. Analysis of the data collected by an entry survey from chat and e-mail transactions provided librarians with concrete information about what patron groups were the highest and lowest users of virtual reference services. These…
Descriptors: Research Libraries, Academic Libraries, Reference Services, Computer Mediated Communication
Horowitz, Lisa R.; Flanagan, Patricia A.; Helman, Deborah L. – portal: Libraries and the Academy, 2005
The MIT Libraries enthusiastically implemented real-time online reference service in September 2001. After 15 months, Ask Us!--Live was suspended due to ongoing software problems. This article describes the four-part assessment of the service with recommendations for the future. (Contains 6 figures and 21 notes.)
Descriptors: Reference Services, Formative Evaluation, Computer Mediated Communication, Communication Research
Chen, Yu-Hui; Germain, Carol Anne; Rorissa, Abebe – portal: Libraries and the Academy, 2011
Library/information science professionals need a clearly articulated definition of usability/Web usability to implement intuitive websites. In this study, the authors analyzed usability definitions provided by the ARL library professionals and those found in the library/information science and computer science-information systems literature.…
Descriptors: Information Scientists, Information Needs, User Needs (Information), Definitions
