LiveOnline : an investigation into the relationship between users and the use of virtual reference services

Abstract

Christchurch City Libraries is the largest public library in the South Island and the only one in New Zealand to offer a live virtual reference service to its members. In an effort to enable the service to be promoted effectively throughout the community this study set about the task to learn more about the users of LiveOnline, their information needs, and why they were choosing to use the service. Data was gathered from 267 transcript logs and 25 responses to an online survey, and combined to explore the relationship between the social construction of users and their information-seeking behaviour. The results suggest that LiveOnline is catering to users of all ages and with varying ethnic backgrounds. Themes emerged from the data to suggest relationships do exist. For example, LiveOnline is being used by a majority of people who are familiar with computer technology and who regularly use the Internet as their main information source; the types of questions asked relate to the age of the user; also those with limitations on their time due to work and study commitments are more likely to use LiveOnline as it saves them time and provides them with instant help where and when they need it.