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Virtual reference services (VRS) and social question and answer (SQA) are two different platforms that share many facets of their functionality, leading to an opportunity to create synergic solutions by bringing complimentary aspects of these services together. This article describes the use of participatory design, a method commonly used in human-computer interaction (HCI), for investigating design and deployment challenges to create a new hybrid question-answer (Q&A) system. A set of three design sessions was conducted with 17 experts from academia and industry. These semi-guided discussions asked the experts for their opinions and suggestions on various issues concerning what a potential hybrid Q&A system could look like. In addition, the participants were encouraged to provide design and implementation ideas based on expertise in their relative fields. The suggestions, comments, and ideas resulted in the development of 11 themes within three categories: (1) provision of more information; (2) provision of control; and (3) focus on user-friendly design. This paper provides details of the method, the sessions, and the design suggestions including the 11 themes and three broad categories. The paper provides a synthesis of the implications of the findings for virtual reference and social Q&A service providers and system designers. Finally, the participatory design method is compared to other methods, and implications for its use in library and information science are presented. [ABSTRACT FROM AUTHOR]

Abstract: Research reveals that users of virtual reference services (VRS) value accurate answers to their queries and a pleasant interpersonal encounter. Findings from a longitudinal study compare two sets of randomly selected VRS transcripts, one of 850 live chat sessions from 2004 to 2006, and the second of 560 live chat and instant messaging (Qwidget) sessions from 2010. The investigation of the international QuestionPoint (OCLC, 2012) transcripts includes comparisons by query type (e.g., ready reference, policy and procedural, subject search) and by accuracy of answers to the subset identified as ready reference (e.g., fact-based queries). Findings indicate that percentages of ready reference queries are remaining stable, having increased slightly from 27% (243 of 915 queries found in 850 transcripts) in 2004–2006 to 31% (179 of 575 queries found in 560 transcripts) in the 2010 dataset. Additionally, accuracy of answers was found to have improved. The percentage of correct and complete responses with citations given by VRS librarians or staff members answering ready reference questions was found to have increased from 78% (141) in 2004–2006 to 90% (151) in 2010. [Copyright &y& Elsevier]

The article discusses the use of virtual reference services (VRS) in libraries, focusing on the process of query clarification in live chat scenarios. It presents a study of live chat transcripts between reference librarians and library users, offering qualitative analysis of transcripts from the cooperative reference service QuestionPoint, from the Online Computer Library Center (OCLC). The study reports on the actions of both librarians and researchers in clarifying information during the searching process. Topics include differences between VRS and face-to-face (FTF) reference services, the ratio of self-generated queries against imposed queries, and the accuracy of queries.

The project, ''Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,'' 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. [ABSTRACT FROM AUTHOR]

The author reflects on the renewal and revitalization of library reference services. Creative approaches to digital and face-to-face reference services are explored and include the ASK cart at the Thun Library, Penn State, library house calls to faculty offices and academic departments, and chat reference. Collaboration among librarians and barriers to service excellence are also discussed.

Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client–librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is among the first to apply communication theory to an exploration of relational (socioemotional) aspects of VRS. It reports results from a pilot study that analyzed 44 transcripts nominated for the LSSI Samuel Swett Green Award (Library Systems and Services, Germantown, MD) for Exemplary Virtual Reference followed by an analysis of 245 randomly selected anonymous transcripts from Maryland AskUsNow! statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client versus librarian patterns, and compensation strategies for lack of nonverbal communication. [ABSTRACT FROM AUTHOR]