Purpose – The purpose of this paper is to examine the quality of answers on the Wikipedia Reference Desk, and to … of 434 messages (77 questions and 357 responses) from the Wikipedia Reference Desk and focused on three SERVQUAL quality … on all three SERVQUAL measures quality of answers produced by the Wikipedia Reference Desk is comparable with that of …

reference service. Research findings also indicate that more use of personal names may decrease the social distance between the …‐mail‐based Internet Public Library's (IPL's) online reference interaction. Design/methodology/approach – A total of 400 transcripts … and closing rituals that contribute to the enhancement of virtual reference services.  …

librarians. Communication is the essence of reference librarianship, and a practically endless array of synchronous and … abundance, librarians of two types, instruction not reference, twenty‐first century librarianship, user needs, trusted methods …

librarians who provide reference and information service (RIS). Design/methodology/approach This study is a qualitative secondary …

patrons that seek assistance at the reference desk of the library. This will facilitate the scheduling of the reference desk … regression model is the number of patrons that seek assistance at the reference desk of the library and the predictor variables …, the model was used for forecasting the required staff at the reference desk for a period for which data was available …

individuals who enter the library as well as the number of patrons that seek assistance at the reference desk of the library. An … accurate estimate of demand at the reference desk is valuable for effective staffing decisions. Design … the reference desk that seek assistance per day. The modified exponential smoothing model is a valuable tool for such …

held by reference librarians that will slow or stop the introduction of the retail model of service.  …Purpose – Librarians have traditionally followed a model of service based on a professional ethic. Attempts to … introduce a retail model of service have generally met with staff resistance. The study aims to ask librarians about their …

The integration of the Internet has affected all functions of the library, particularly reference services. In the … reference department, this integration has led to the utilisation of new tools and methods for providing information to library … users. This study investigates the effect of the Internet on reference services in Malaysian academic libraries. The …