Evolution of electronic resources support: is virtual reference the answer?

ISSN： 0737-8831

Source： Library Hi Tech, Vol.27, Iss.3, 2009-09, pp. : 357-371

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Abstract

Purpose - The purpose of this paper is to describe the further evolution of electronic resources access support at Texas A&M University Libraries with recommendations for incorporating ER support into a virtual reference (VR) service. In a previous article, the implementation of a two-tiered electronic resources (ER) HelpDesk service was discussed. While an improvement, that service existed in parallel with the library's VR service, requiring separate staff and expertise. After considerable discussion and exploration, it became apparent that the needs of ER support could be met, with some modification, within the VR service. Design/methodology/approach - A project at the Texas A&M University Libraries sought to utilize an existing VR service, staffed by reference librarians and staff, to expand and improve handling and resolving ER access problems. Findings - VR software is effective for managing an electronic access problem reporting system. Integrating ER support into VR more broadly and equitably distributes responsibility for access and supports improved service for patrons and increased transparency and functionality for staff who respond to electronic resources access problems. Practical implications - Virtual reference and electronic resources staff can merge similar responsibilities for better service to patrons. Originality/value - This article offers experience-based guidance on utilizing VR technology and staff to effectively address and resolve electronic resource access problems. Our research suggests that there has not been another report of the use of integrating electronic resource problem reporting into virtual reference services.