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ASK: a virtual enquiry desk – a case study

ASK: a virtual enquiry desk – a case study A review of a five‐year project to design, implement, promote and evaluate a virtual enquiry desk in a new British University. The service specification, target audience and process of development are documented and discussed. The results of an evaluative survey of 30 users reveal that rather than distance or part‐time students, the majority of users are full‐time undergraduate students submitting questions within 15 miles of the University during core opening times. It is clear that the Library is still operating within a “hybrid” rather than purely electronic environment, and the implications of this for partner colleges are considered. The paper concludes with some pointers for the future of a service that is now firmly established as part of the subject advice service offered to Bournemouth University students 24 hours a day, seven days a week. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The Electronic Library Emerald Publishing

ASK: a virtual enquiry desk – a case study

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0264-0473
DOI
10.1108/02640470310509162
Publisher site
See Article on Publisher Site

Abstract

A review of a five‐year project to design, implement, promote and evaluate a virtual enquiry desk in a new British University. The service specification, target audience and process of development are documented and discussed. The results of an evaluative survey of 30 users reveal that rather than distance or part‐time students, the majority of users are full‐time undergraduate students submitting questions within 15 miles of the University during core opening times. It is clear that the Library is still operating within a “hybrid” rather than purely electronic environment, and the implications of this for partner colleges are considered. The paper concludes with some pointers for the future of a service that is now firmly established as part of the subject advice service offered to Bournemouth University students 24 hours a day, seven days a week.

Journal

The Electronic LibraryEmerald Publishing

Published: Dec 1, 2003

Keywords: Help desks; Higher education; University libraries

References