Virtual Reference Staff Role Evaluation

(when you were role-playing the patron)

Name of Student Who Played Staff Role: KHCPL Ask-a Librarian (fill out a form)
When you contacted the Filled out the form at 1:19pm on 3/20/14. Had a
student to role-play with response by 2:34pm, the same day.
you, did they respond
quickly, arrange a time,
and follow through?
Please comment.
Did the student indicate N/A
in communications what
kinds of resources they
would be prepared to
demonstrate and what
library to use (in time)?
Did the interaction
The answer was returned in a timely manner, so the
demonstrate that the
librarian answering the question must have known
student was prepared
where to look up the subject matter.
and ready to answer
your question/s? Please
comment.
Did the technology work The technology worked very well. I was actually
smoothly? Please
surprised how quickly a response came.
elaborate.
If you were a real patron, Again, I dont think the screen sharing would have
asking the question you made any difference in the outcome of the answer. It
chose, would you have wouldnt have made it any easier to find or any
felt something like
easier for the librarian to relay to information to me.
screen sharing would
have been helpful in
providing the answer?
Please elaborate on why
or why not.
Please share any other
observations on the
experience.

I think like the fill-out-a form better than the live

chat because you can send in your question, and
then go do something else while you wait for an
answer. However, the live chat is better if youre on
a deadline and need an answer right away.

Your name as Patron and Peer-evaluator: Teresa Howard