Cited By
View all- Buchanan GMcKay DVelloso EMoffat ATurpin AScholer FBrereton M(2017)Only forward?Proceedings of the 29th Australian Conference on Computer-Human Interaction10.1145/3152771.3156165(497-502)Online publication date: 28-Nov-2017
Prioritisation, Resources and Search Terms: A Study of Decision-Making at the Virtual Reference Desk
Authors: 
Simon Attfield, 
Stephann Makri, James Kalbach, 
Ann Blandford, Stephen Gabrielle, Mark EdwardsAuthors Info & Claims
Simon Attfield, Stephann Makri, James Kalbach, Ann Blandford, Stephen Gabrielle, Mark EdwardsAuthors Info & ClaimsPages 106 - 116
Abstract
The reinterpretation of the traditional reference service in an online context is the virtual reference desk. Placing reference services into an online setting, however, presents many challenges. We report a study and analytic framework which addresses support for decision-making during virtual enquiry work. Focusing on specialist law-libraries, the study shows that enquirers do not volunteer important information to the service and that asynchronous communication media and some social obstacles present barriers to prompting. Also, previous enquiries are frequently used to inform current enquiry strategies but barriers exist in accessing this information. We conclude that email is an inadequate medium for supporting virtual reference services, and that system should support automatic, speculative matching between new enquiry content and integrated enquiry knowledge bases. The contribution of the framework is to offer a structured approach to evaluation in multiple virtual reference contexts and enable rapid convergence on barriers to efficient and effective service.
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Published In
September 2008
457 pages
ISBN:9783540875987
Publisher
Springer-Verlag
Berlin, Heidelberg
Publication History
Published: 14 September 2008
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Cited By
View all- Buchanan GMcKay DVelloso EMoffat ATurpin AScholer FBrereton M(2017)Only forward?Proceedings of the 29th Australian Conference on Computer-Human Interaction10.1145/3152771.3156165(497-502)Online publication date: 28-Nov-2017