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Virtual Reference Service Quality: Critical Components for Adults and the Net-Generation

机译：虚拟参考咨询服务质量：成人和网络一代的重要组成部分

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The project, a€?Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,a€? studied the habits and needs of virtual reference services (VRS) users to identify characteristics for informing library system and service development. The results of the online surveys and telephone interviews for users of VRS are the focus of this paper. One hundred thirty-seven VRS users completed web-based online surveys and 76 completed telephone interviews. Both quantitative and qualitative data were collected and analyzed using descriptive statistics, grounded theme analyses, and the Critical Incident Technique. Findings indicate that participants had used other modes of reference service. However, they found chat reference to be the least intimidating mode. The leading factor for choosing VRS was convenience. Anytime/anywhere access to VRS, its immediacy, and efficiency were factors in service selection. Knowledgeable librarians with positive attitudes and good communication skills also were found to be critical. Results for members of the Net Gen were compared to those of older adults. Both Net Gen (Net Generation) and adult participants were likely to be repeat users and had positive reactions to VRS. Net Gens were more likely to use the service if it was recommended to them. It was also more desirable to the younger VRS users to have the ability to develop a personal relationship with the librarian and to interact with a specific, familiar librarian. Users of VRS want librarians to provide specific information quickly, through a variety of formats. This article provides implications and recommendations for practice and library education. Librarians need to provide accurate information in a variety of service modes in a hybrid reference model that provides convenient, authoritative, reliable services to meet an array of diverse needs and communication preferences.
机译：该项目，“寻求同步性：从用户，非用户和图书馆员的角度评估虚拟参考服务”，研究了虚拟参考服务（VRS）用户的习惯和需求，以识别用于通知图书馆系统和服务开发的特征。 VRS用户的在线调查和电话采访的结果是本文的重点。 137个VRS用户完成了基于Web的在线调查，其中76位完成了电话采访。使用描述性统计，扎实的主题分析和关键事件技术收集并分析了定量和定性数据。调查结果表明，参与者使用了其他参考服务模式。但是，他们发现聊天参考是最少威胁的模式。选择VRS的主要因素是便利性。随时随地访问VRS，其即时性和效率是选择服务的因素。具有积极态度和良好沟通能力的知识渊博的图书馆员也很关键。将“网络一代”成员的结果与老年人的结果进行了比较。 Net Gen（网络一代）和成人参与者都可能是重复用户，并对VRS产生积极的反应。如果向他们推荐，Net Gens更有可能使用该服务。对于年轻的VRS用户，还更希望能够与图书馆员建立个人关系并与特定的熟悉的图书馆员互动。 VRS的用户希望图书馆员通过多种格式快速提供特定信息。本文提供了对实践和图书馆教育的启示和建议。图书馆员需要在混合参考模型中以多种服务模式提供准确的信息，以提供方便，权威，可靠的服务来满足一系列各种各样的需求和通信偏好。

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