This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal…

This survey of online search service centers in Canada was conducted to provide data on these centers and, more specifically, on the characteristics of the human search intermediary; and to provide an accurate overall picture of online searching in Canada. The survey questionnaires were mailed to approximately 765 Canadian customers of seven…

This Systems and Procedures Exchange Center (SPEC) kit examines the current state of online services based upon the experiences of a select number of Association of Research Libraries (ARL) member libraries in the United States and Canada. Many of the kit documents were obtained during a survey of eight private institutions conducted for Duke…