[WEB4LIB] RE: What's wrong with virtual referenc

[Andrew I. Mutch]

I'm curious if the studies that the authors cited about the length of the
average digitial reference interview take into account the information
provided during the interview? When they state that they take longer than
face-to-face interviews, are they comparing apples-to-apples? I ask
because I know from my personal experience asking reference questions
online that the information provided often leads me to ask further
questions which extends the length of the interview. Because I can quickly
evaluate the quality and the relevance of the material that I'm directed
to, it's much easier and quicker for me to then refine my request or ask
for additional resources based on what has been sent to me. 

In a face-to-face setting, my first question might direct me to a
reference resource where I have to pull the resource off the shelf, review
the material and then return to the librarian for the location of
additional resources, especially if the first resource doesn't meet my
need. That would be two separate interactions that combined might take the
same amount of time that one online interaction would take.

Andrew Mutch
Library Systems Technician
Waterford Township Public Library
Waterford, MI