Abstract
The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.
Original language | English (US) |
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Pages (from-to) | 193-207 |
Number of pages | 15 |
Journal | Public Services Quarterly |
Volume | 8 |
Issue number | 3 |
DOIs | |
State | Published - Jul 2012 |
Keywords
- chat
- reference
- staffing
- statistical analysis
- virtual
ASJC Scopus subject areas
- Library and Information Sciences