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Virtual reference in UK academic libraries: The virtual enquiry project 2008‐2009

Eithne Barry (Learning Information Services Team, Edinburgh Napier University, Edinburgh, UK)
Jaclyn Kelli Bedoya (Formerly Learning Information Services Team, Edinburgh Napier University, Edinburgh, UK)
Carolyn Groom (Carnegie College, Dunfermline, Edinburgh, UK)
Laurence Patterson (Edinburgh Napier University, Edinburgh, UK)

Library Review

ISSN: 0024-2535

Article publication date: 9 February 2010

1492

Abstract

Purpose

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The purpose of this paper is to present a snapshot of virtual reference services (the use of instant messaging or chat for enquiries) in UK academic libraries, and provide information about software for libraries considering providing a virtual reference service.

Design/methodology/approach

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The paper summarises the results of a 2008 UK‐wide survey of academic libraries and gives a brief overview and comparison matrix of top virtual reference software products as tested by the Virtual Enquiry Project.

Findings

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Virtual reference services are not widespread in UK academic libraries. However, current service providers are planning to continue or expand services and a majority of academic libraries surveyed are considering starting a service.

Originality/value

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This is the first survey of its kind among UK academic libraries.

Keywords

Citation

Barry, E., Kelli Bedoya, J., Groom, C. and Patterson, L. (2010), "Virtual reference in UK academic libraries: The virtual enquiry project 2008‐2009", Library Review, Vol. 59 No. 1, pp. 40-55. https://doi.org/10.1108/00242531011014673

Publisher

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Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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