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Using Customized Descriptive Codes and Text Analysis to Measure Service Process and Enhance Value in Virtual Reference

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Poster presented at ALA 2012 Annual Conference describing framework and results of assessment of the MSU Libraries' virtual reference services.

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Transcript of "Using Customized Descriptive Codes and Text Analysis to Measure Service Process and Enhance Value in Virtual Reference"

  1. 1. Using Customized Descriptive Codes and Text Analysis to Measure Service Process and Enhance Value in Virtual Reference Christine Tobias - Reference & Technology Librarian - Michigan State University Libraries Service Process: Text Analysis: Virtual reference IS a valuable Why is virtual reference used? How are information needs expressed research service point!!  In September 2010, a long-term assessment in virtual reference? Customized Descriptive Codes by Category plan was implemented to quantitatively measure service process in virtual reference. I am trying to I’m just getting my feet  Customized descriptive codes were created get to CINAHL wet. Maybe you could and defined in QuestionPoint, a web-based and I don’t suggest a starting point? Is there no way to virtual reference software. know how to just search across Library Resources get there all the journals?  Each question is assigned up to 3 codes based Library Services from here. Technology Help upon the initial question asked. Local Resources  3,550 descriptive codes were assigned How do I search for scholarly How do I use articles?? I linked through google between May 2011–April 2012. scholar to see what materials can be intralibrary loan on the website? Enhance Value: accessed through the library and it sends me to [URL] and I do not know Improve the user experience Measuring Service Process in Virtual Reference: Most Frequently Assigned Customized Descriptive Codes where to go from there. in virtual reference! Research Question  Majority of questions received in Librarian: Is this the catalogArticles: Specific Journal/Citation virtual reference pertain to record you viewed? I can find the journal Patron: Well, I went through finding, accessing, and using Electronic Resources issue and the article. the e-resources page, but it’s library resources for research. Book/Document Search But I can’t find any way the same information, yes.  Increase the transparency in to actually access the Databases presentation of library resources article, to get to the PDF or whatever. in the digital environment. Ready Reference  Simplify website navigation and Journal Holdings content to increase findability of Circulation library resources.  A systematic sample of 355 transcripts from May 2011-April  Staff with librarians who will treat Public Services 2012 were reviewed. virtual reference as a valuable Citation Help  Specific words and phrases used to convey information needs research service point to ensure 0 100 200 300 400 500 600 700 identified pain points in the virtual research experience. service quality. Copyright 2012 Christine L. Tobias. All rights reserved.
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