Balancing factors affecting Virtual Reference Services: Identified from academic Librarians' perspective

Abstract

Many digital libraries are providing Virtual Reference Services (VRS). There could be various approaches to increase the quality of VRS. In this study, we focused on two key factors; improving helpfulness and reducing user's feeling of intrusiveness. Studies indicated that librarian-initiated attempts for help may increase user's feeling of intrusiveness [2] [3]. It is challenging to provide high helpfulness along with less intrusiveness in VRS. This study aimed to identify factors that contribute to improving helpfulness and reducing intrusiveness. Data were collected based on a survey using systemic random sample approach. Our initial results indicated that awareness, timing, and transparency were key factors affecting the helpfulness and intrusiveness.