Investigation into virtual reference service quality in New Zealand university libraries

Abstract

This paper considers the characteristics of virtual reference service quality in New Zealand university libraries. Quantitative research surveyed academic librarians by means of a self-administered questionnaire. Results are considered in terms of the SERVQUAL theoretical framework. This research reveals that New Zealand academic libraries believe the major strength of virtual reference services is the increased access afforded to on-campus and distance users alike and that academic librarians believe that raising awareness and measuring levels of user satisfaction with the service is vital to encouraging repeat use of virtual reference services. This research reveals that New Zealand university libraries and staff value virtual reference and are cautiously optimistic about the future of virtual reference services. Challenges facing academic libraries and their staff include budgeting for virtual reference services, staffing levels and training, incorporating user feedback in the design and evaluation, and how best to deal with the variety of questions that can potentially be asked via virtual reference.