“Ask a librarian”: Comparing virtual reference services in an Israeli academic library

Not all students are online: The case of business graduate students in Kazakhstan

“…With no physical interaction, VR services rely heavily on effective communication (Greenberg and Bar-Ilan, 2015). Librarians depend on canned messages or readily available scripts like FAQs to answer directional, instructional, or ready reference questions.…”

Live Online Information Literacy Teaching and Learning – Challenges and Opportunities

“…dealing with a number of webchats simultaneously is another test for enquiries staff during busy times, an issue that has also been raised by greenberg and Bar-ilan (2015). as the service has set itself a target to answer chat requests within seven minutes of them coming in, this means that some webchats that arrive at about the same time will have to be answered concurrently.…”

Academic Information Behavior and the Role of the Academic Library: A Study of an Israeli University

“…In addition, how do library patrons use virtual reference services? We addressed these questions in our second article, "Ask a librarian: Comparing virtual reference services in an Israeli academic library (Greenberg & Bar-Ilan, 2015). We analyzed two types of virtual reference services at the Library of the University of Haifa in Israel: email and chat.…”

“…While the first article addressed the student's information behavior, the second studied the mediation they and the other patrons of the library seek when using virtual reference services. The second article "Ask a librarian: Comparing virtual reference services in an Israeli academic library" (Greenberg & Bar-Ilan, 2015) was published in Library & Information Science Research. This article analyzed two web-based virtual reference services (VRS) and compared the questions and answers in both.…”