Virtual Reference Adventure

The Adventure Begins...

Things You'll Need
Along the Way

A Plan picture
Basic Skills
Interview Skills
About this site...

Time to Evaluate...
How do you recognize success—or failure? Are your patrons repeat users or do they quit after a single bad experience? Transcripts from real chat reference sessions offer the opportunity to assess service effectiveness and then improve the quality. There are a variety of tools and approaches to evaluation on this page that can be used to measure patron satisfaction, training needs, Web site usability, and more. What happens next?
  1. Your evaluation process reveals that your staff needs more training.
  2. Transcripts show too many dropped calls and other technical problems.
  3. You'll take a break and think about it tomorrow.
Advice for the trip


Your Lifelines...
VET: The Virtual Evaluation Toolkit

Charles McClure et al. Implementing Digital Reference Services: Setting Standards and Making It Real, 2003



Think About Ask Yourself More to Explore
Take a Break
Developed by the Statewide Virtual Reference Project, Washington State Library, a division of the Office of the Secretary of State.
Funded by the Institute of Museum and Library Services through the Library Services and Technology Act.

Last Modified: April 18, 2006