Ask a Penn state librarian, live: Virtual reference service at Penn state

Susan A. Ware, Joseph Fennewald, Lesley M. Moyo, Laura K. Probst

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

After a 22-week pilot study, Penn State launched a university-wide real-time virtual reference service in Fall 2002. The Penn State Virtual Reference Service (VRS) features chat, co-browsing, and authentication into licensed databases. VRS serves students, faculty, and staff at 21 residential and commuter campuses statewide, as well as students enrolled in World Campus distance learning courses. This paper presents an analysis of the users, questions, exit surveys, and a VRS librarian survey.

Original languageEnglish (US)
Title of host publicationDigital Reference Services
PublisherTaylor and Francis
Pages281-296
Number of pages16
Volume9781315863429
ISBN (Print)9781315863429
DOIs
StatePublished - Jan 1 2013

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All Science Journal Classification (ASJC) codes

  • Computer Science(all)

Cite this

Ware, S. A., Fennewald, J., Moyo, L. M., & Probst, L. K. (2013). Ask a Penn state librarian, live: Virtual reference service at Penn state. In Digital Reference Services (Vol. 9781315863429, pp. 281-296). Taylor and Francis. https://doi.org/10.4324/9781315863429