"is facebook down" trended on Google on October 4, 2021, when Facebook became temporarily globally unavailable. Web users proactively seek information when they encounter issues online. System status dashboards are one way libraries can leverage this behavior to share changes to resources or services and improve transparency, reference…

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…

Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate…

Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…

In late 2006, the National Library of Australia (NLA) implemented a trial Instant Messaging (IM) service that ran in parallel with the AskNow chat reference service for a six month period. The trial was a resounding success, proving both a demand for an IM service and the suitability of the medium for reference service provision in a collaborative…

This paper discusses fee-based services in public libraries. The first section examines examples of charging for public library services in three countries: the United Kingdom, the Republic of Ireland; and New Zealand. The intention is to consider the circumstances in which charging was introduced, the public's response in terms of the effect on…

Describes how the Computer Database Advice Centre (CDAC) at Ealing College of Higher Education identifies potential user groups, assesses their information needs, and formulates demonstration seminars. Included is a preliminary evaluation of CDAC performance and usefulness, which is based on the demand for seminars and a user questionnaire. Costs…

AskNow! online answers Australia-wide, the first nation-wide chat reference service, has been a successful exercise in collaboration and cooperation. This article examines some of the lessons learnt, the challenges of collaboration and possible future directions. AskNow!, an initiative of the Council of Australian State Libraries (CASL), commenced…

Description of end user online searching at University of Ottawa highlights user survey, establishment of after-hours end user search service, costs, regulations, training librarians, publicity, implications, comparison of online searching by end users and trained intermediaries, presearch counseling, and librarians' perceptions of end users.…

This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of…

An experiment demonstrating the effect of busyness of library staff on the frequency of approach by users is presented as an example of applying a scientific approach to the problems of the librarian-client interface using the methodology of the experimental psychologist. This methodology is explained and a review of the literature on…

This document reports the result of a study carried out to evaluate the installation and use of the UNESCO CD-ROM prototype. A questionnaire in English and French was sent to about 267 institutions around the world. Replies were received from 97 bodies, giving a response rate of about 36%. Almost all respondents were information professionals in…

Reports results of user survey complemented by personal discussions organized to ascertain users' satisfaction with and impact of On-line Information Service (OLIS) introduced by University of Hong Kong Libraries in January 1980. Subject searches, relevance of citations, and costs are discussed. The questionnaire and OLIS requests form are…

Most academic libraries undertake the collection and reporting of statistical information on activity levels for many aspects of both technical and public services. Data on reference activity are used for a variety of purposes within the library, primarily to facilitate planning and improve delivery of reference services, and also externally,…

A 1981 investigation by the Australian National University (ANU) library of the scope and nature of online bibliographic retrieval services provided by the 19 Australian university libraries and 5 of the Australian central Institute of Technology libraries, and a further study carried out in 1980-81 to assess the satisfaction of patrons with…