May 24, 2022

Research Paper: A Usability Evaluation of Academic Virtual Reference Services (Preprint)

The following article was recently accepted for publication in the May 2014 issue of C&RL (College and Research Libraries). Title A Usability Evaluation of Academic Virtual Reference Services Authors Anthony S. Chow Department of Library and Information Studies The University of North Carolina at Greensboro, School of Education Rebecca A. Croxton University of North Carolina […]

Infographic: Ontario Council of University Libraries: “Ask a Librarian” Usage Statistics, 2011-2012

“12,001 chats in 218 days” – via U. of Toronto Twitter The following infographic provides a look at the Ontario Council of University Libraries, Ask a Librarian service that launched on September 12, 2011 with the following institutions: University of Guelph University of Guelph-Humber Lakehead University Ryerson University York University University of Toronto – St.George […] University of Michigan Librarians on Call 77 Hours a Week to Answer Questions via Instant Message

From an Article by Kellie Woodhouse: U-M has operated an Ask a Librarian instant message service since 2007 and the service continues to significantly grow in popularity, says program director and U-M librarian Karen Reiman-Sendi.  “(Users appreciate) experts who are providing the instruction and the help. It’s convenient in that I can stay wherever […]

New from OCLC Research: "On Virtual Face-work: An Ethnography of Communication Approach to a Live Chat Reference Interaction"

Direct to Full Text Article: “On Virtual Face-work: An Ethnography of Communication Approach to a Live Chat Reference Interaction” 23 pages; PDF. Authors: Marie L. Radford Gary P. Radford Lynn Silipigni Connaway Jocelyn A. DeAngelis Source: The Library Quarterly 81.4, October 2011 (Made Available via OCLC Research) Summary: This article reports on a project using […]

Digital Reference User Stats at U. of California Libraries + QuestionPoint Qwidget to Central Version of Melvyl

From CDLINFO News: Students have been able to chat with a librarian any time, any place from the campus interfaces of WorldCat Local (WCL) Melvyl since May 2010.  As of Wednesday, August 17, 2011 patrons will also see the “chat with a librarian” Qwidget in the central version of Melvyl ( The UC Heads of […]

OCLC Research Releases New Report With Recommendations About Virtual Reference

Title: “Seeking Synchronicity: Revelations and Recommendations for Virtual Reference” Authors: Lynn Silipigni Connaway, Ph.D., OCLC Senior Research Scientist, and Marie L. Radford, Ph.D., Associate Professor, School of Communication & Information, Rutgers, the State University of New Jersey The purpose of this new publication,” Connaway said, “is to showcase several years’ and several hundred pages’ worth […]

New Jersey Library Association Responds to NJ State Library Eliminating Statewide Virtual Reference Service (QandANJ)

From a New Jersey Library Association Blog Post: NJLA believes the library community must have a voice in determining the programs and services provided by state and federal dollars to the residents of New Jersey. Currently, the NJ State Librarian has two committees with statutory responsibilities in providing direction for the use of state/or federal […]