The IMLS-funded project conducted by Rutgers and OCLC, “Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,” now has a number of recent results presentations available on the study Web site.
This international study will:
- investigate factors influencing the selection and use of chat-based VRS
- study user and staff perceptions of satisfaction
- investigate why non-users of these services do not choose VRS
- seek to develop research-based recommendations for VRS staff to increase satisfaction.