Virtual Reference Services: Survey Results
Terri Miller, Michigan State U. for the Ad hoc Committee to Survey Virtual Reference Services
Survey Background
• Survey created using Google Forms• Administered August-September 2013• Sent out to RUSA listserv• 91 respondents total
Type of Institution Respondents
Large college/university (>=10,000 students) 50
Large Public (>=50,000 residents) 7
Other 6
Small college/university (<10,000 students) 24
Small Public (<50,000 residents) 4
Grand Total 91
Who responded?
Social Media Chat Text/SMS Email
25
9
31
17
1
22
6
35
2
13 1418
1
30
1
16
Institutions reporting frequency of question source
100 or less 101-500 501-1000 1000+
How many questions do you receive via Virtual Reference each year?
Large college/university (>=10,000 students)
Large Public (>=50,000 residents)
Small college/university (<10,000 students)
Small Public (<50,000 residents)
0 10 20 30 40
YesNo; we are looking to change the software we are usingNo; but we have no plans to change the software we are using
Are you happy with your Chat software?
In the past 3 years, have your chat questions increased or decreased?
0
5
10
15
20
25
30
decreasedincreasedincreased signif-icantlystayed about the same
In the past 3 years, have your Social Media questions increased or decreased?
0
5
10
15
20
25
decreaseddecreased signif-icantlyincreasedincreased signif-icantlystayed about the same
In the past three years, have your Email transactions increased or decreased?
0
5
10
15
20
25
30
35
40
decreaseddecreased signif-icantlyincreasedincreased significantlystayed about the same
In the past 3 years, have your Text questions increased or decreased?
0
5
10
15
20
25
30
decreaseddecreased signif-icantlyincreasedincreased signif-icantlystayed about the same
Is your chat service successful?
Large college/university (>=10,000 students)
Large Public (>=50,000 residents)
Small college/university (<10,000 students)
Small Public (<50,000 residents)
0 10 20 30 40
Very successfulSomewhat SuccessfulNot successful
But how’s that Text Service?
Large college/university (>=10,000 students)
Large Public (>=50,000 residents)
Small college/university (<10,000 students)
Small Public (<50,000 residents)
0 4 8 12 16 20
Very successfulSomewhat SuccessfulNot successful
How many are trained to do VR?
Librarians Staff Students/Interns
0
5
10
15
20
25
30
35
40
Only 1Between 2-5Between 5-10More than 10