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Direct linkSmyth, Joanne B.; MacKenzie, James C. – Public Services Quarterly, 2006
This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of…
Descriptors: Foreign Countries, Reference Services, Electronic Libraries, Computer Mediated Communication
