|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.|
|Publication Status:||published or submitted for publication|
|Peer Reviewed:||is peer reviewed|
|Date Available in IDEALS:||2011-04-02|
Files in this item
|Poster PowerPoint||Microsoft PowerPoint 2007|
This item appears in the following Collection(s)
Student Publications and Research - Information Sciences
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