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application/vnd.openxmlformats-officedocument.presentationml.presentationEvidence2Service-FinalAlt.pptx (244kB)
Poster PowerPointMicrosoft PowerPoint 2007


Title:Evidence to Service: Using Assessment Data to Design a Remote Reference Desk
Author(s):Phetteplace, Eric; Kern, M. Kathleen
Subject(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.
Issue Date:2011-04-01
Genre:Conference Poster
Publication Status:published or submitted for publication
Peer Reviewed:is peer reviewed
Date Available in IDEALS:2011-04-02

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