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The Library Visit Study: user experiences at the virtual reference desk (18 Jan 2004)
Users often expressed frustration at the poor service received, just as they do after visiting libraries in person. In both cases, satisfaction depends on many factors and was not solely dependent on the answers received. One user noted, 'I realized that digital reference is similar to in person reference in that much of my satisfaction was determined by my assessment of how well I had been treated, as much as by my reaction to the answer I received.' The reference behaviour shown in these accounts indicates a failure to translate good reference practices from the physical to the virtual environment.
Article URL: http://informationr.net/ir/9-2/paper171.html

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