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.
All Science Journal Classification (ASJC) codes
- Library and Information Sciences