University of Illinois Urbana-Champaign

Evidence to Service: Using Assessment Data to Design a Remote Reference Desk

Phetteplace, Eric; Kern, M. Kathleen

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https://hdl.handle.net/2142/18805

Description

Title
Evidence to Service: Using Assessment Data to Design a Remote Reference Desk
Author(s)
  • Phetteplace, Eric
  • Kern, M. Kathleen
Issue Date
2011-04-01
Keyword(s)
  • Academic Library Assessment
  • Electronic reference services (Libraries) Evaluation.
  • Electronic references services (Libraries)
Abstract
A 25% increase in Instant Messaging inquiries received at the University of Illinois at Urbana led us to create a “remote services” desk that would answer questions from IM, email, and SMS. To best fit this new service to our patrons' needs, assessment data was used to understand the nature of interactions and isolate trends in virtual reference, including which patrons use it, what types of questions they ask, and when they ask them.
Type of Resource
image
Language
en
Permalink
http://hdl.handle.net/2142/18805

Owning Collections

Student Publications and Research - Information Sciences PRIMARY
Publications, conference papers, and other research and scholarship of iSchool students.
Assessment Publications - University Library
Items on assessment in a library and information science context