Virtual Reference Assessment: Gathering User Input

1. Virtual Reference Assessment: Gathering User Input Kathleen M. Dreyer August 19, 2009

2. Why we did it We wanted to answer the following questions about our current virtual reference service: • Are our users satisfied with the service they receive via IM? • Why do our users prefer IM as a mode of communication? • What time of day time of day would our users prefer to use IM? • Is our IM service easy to use? Are there technological barriers? • How do our users use IM in their daily lives? • Who do our users expect to be on the receiving end of the IM service? • What would an ideal IM service be for our users? See the full Virtual Reference Assessment report!!!! [Recommendations from past readers: “a page turner!”; “I could not put it down!”; “makes assessment fun!”; “great summer reading!”]

3. What we did • Online survey • Major themes from survey responses [not a representative sample] • Nearly half of the respondents were graduate students (age: 22-29) • The majority of respondents found the Libraries’ IM service through the Libraries’ website • An overwhelming majority of respondents were very satisfied with the service they received via IM • Many respondents want the IM service to be open more hours, particularly later in the evening

4. What we did . . . • Four focus groups with non users • Some of the major themes: • Customer service is important • Referrals are not always appreciated; want an immediate answer • Easy access to IM is important • Want more hours

5. How we are using it • Assessment has shown that we need to create a more robust service. • The Reference Coordinating Committee will be forming a small working group in September to examine the report and make official recommendations to the Associate University Librarian of Collections and Services. • The group will be specifically looking at extending hours, and providing seamless access for users possibly with new software.