/research/projects/synchronicity/description.htm

originally: http://www.oclc.org/research/projects/synchronicity/description.htm

Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives

Background

The time is right to evaluate virtual reference services (VRS):

Beyond sporadic—usually quantitative—data, little is known about the participants in VRS, including characteristics such as:

Even less, indeed a negligible amount, is known about non-users of these services and the reasons they do not choose VRS.

See the project proposal (PDF:237K/24pp.) for a detailed discussion of the current research context.

Primary research concept

This international study will:

It also seeks to develop research-based recommendations for VRS staff to increase satisfaction.

Research objectives

This study addresses the following research questions that are derived from gaps uncovered in the review of the literature.

Methodology

This study involves a combination of data collection techniques, including:

Both quantitative and qualitative approaches to data analysis will be employed.

Importance and impact of this work

This project will innovatively address current issues concerning the evaluation, sustainability, and, ultimately, the relevance of VRS for libraries.

The study also will identify ways to increase the visibility and use of VRS, and to improve service.

Improving virtual reference services and making them more attractive to the public should result in increased use and increased recognition that VRS fills an important niche not served by other, more traditional library services.

This, in turn, could help secure funding allocations, and the growth and improvement of services.

Generalizability and Usefulness of Results

The study methodology has been designed to ensure that results will be generalizable through large random sample sizes and through the use of multiple methods of data collection and triangulation of results.

There are preliminary indications that this research will be immediately relevant and useful to the LIS community.

In addition, as each of the proposed research phases are concluded, results will be disseminated, thus enabling immediate impact.

Results

The proposed research has the following intended results:

Evaluation Plan

The specific products planned as outcomes for this project include:

Schedule

This project will be divided into four phases:

The project proposal (PDF:237K/24pp.) includes more in-depth descriptions of each phase; the project timeline (PDF:27K/1sheet) provides a schedule of these phases.

Findings / Interim reports / Results

Results from this research will be widely disseminated to the global LIS community.

Resources

All project resources (presentations, reports, conference handouts, etc.) are available from the project home page and the Web site's navigation menu. Key items include:.

Support

The Seeking Synchronicity project is funded by a grant from the Institute of Museum and Library Services (IMLS) and in-kind contributions from Rutgers, The State University of New Jersey, and OCLC.

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