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This study examined the usability of five virtual reference services-instant messenger chat, e-mail, telephone, text messaging, and Skype videoconferencing-by having 31 undergraduate and graduate students evaluate the usability of the virtual reference services of two different universities. The study's results suggest that user preference and satisfaction for virtual reference service are highly correlated with the service's overall usability in terms of effectiveness and efficiency. Online chat was rated highest across all measures including satisfaction and seven different usability factors. Major implications of the study suggest that online chat is the virtual reference of choice for university students and that usability metrics are a good predictor of user preferences centered on high return on investment, speed of transaction, convenience, and minimal effort.o stay relevant in this rapidly evolving information age, libraries across the world are racing to reinvent themselves. They must do so in an environment where information seekers have "…many options, little patience, and use many different types of information and communication technology."1 While many libraries are increasingly making their content available digitally over the Internet, they are also taking steps to make their reference services available virtually. Some virtual reference services, including email, instant messaging (online chat), and telephone have been around for decades, while other services such as text messaging and videoconferencing are just beginning to emerge. Sloan reported that e-mail reference has been going strong for 20 years and live chat-based reference for 10 years. 2Virtual reference services are becoming commonplace in both academic and public libraries across the United States. In a recent survey study of 1,226 academic and public libraries, 54.95 percent of survey respondents indicated they offer reference services virtually. In a separate phase of this study, the researchers found that 84.6 percent (n = 203) of library websites evaluated offered virtual reference services.3 The most common type of virtual reference was e-mail reference, followed by chat, then text, then "other." Both surveys found the least used form of virtual reference was Skype or video conferencing.While many libraries now offer a suite of virtual reference services, the proliferation of these services is not always matched by actual use. 4 Many virtual crl13-408

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There is growing recognition of the need to better understand the intersections between the work of domestic violence service providers and technology. Professionals who work with clients impacted by domestic violence are increasingly using technologies across different aspects of their work, including communicating with other professionals and seeking information and resources via the Internet. The current study used qualitative data from two sources-individual interviews and two focus groups-to learn about domestic violence service providers' needs and perceptions related to technology use. The results provide insights about technologies used currently, expected benefits of future technological advances, barriers to using technology, and participants' self-rated levels of comfort with technology.

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