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Virtual Reference Service - SU iSchool IST 613 Students

 

Indicators Beginning Developing Exemplary Data Source
Transactions 0 – 4 reference transactions per week. 5 – 7 reference transactions per week. 8 + reference transactions per week. Transaction Logs
User Satisfaction Students, faculty and staff report they are “dissatisfied” or “very dissatisfied” with reference transactions. Students, faculty and staff report they are “neutral” about reference transactions. Students, faculty and staff report they are “satisfied” or “very satisfied” with reference transactions. User Surveys
Training Librarians report they are “uncomfortable” or “very uncomfortable” with providing virtual reference service. Librarians report they are “neutral” about providing virtual reference service. Librarians report they are “comfortable” or “very comfortable” with providing virtual reference service. Post-Training Surveys
Technology Between 75 % and 100 % of transactions a week report dropped calls or technical difficulties. Between 25 % and 74% of transactions a week report dropped calls or technical difficulties. Between 0 % and 24% of transactions a week report dropped calls or technical difficulties. System Transcripts
Electronic Resources 0 – 50 hits on electronic resources a week. 50 – 100 hits on electronic resources a week. 100 + hits on electronic resources a week. Systems Analysis Logs