Conference or Event Name
ALAO 42nd Annual Conference
Academic Library Association of Ohio
Both librarians and student employees staff our virtual reference service, so ensuring consistent and quality chat transactions is important. Sample transcripts from fall 2014 were evaluated, and a fall 2015 follow-up analysis reviewed service improvement efforts. This poster will highlight how a simple scale can be used to assess virtual reference service.
Gauder, Heidi and Barkley, Margaret, "Let’s Chat: Assessing Virtual Reference Service for Optimal User Experience" (2016). Roesch Library Faculty Presentations. 34.