Implementation and Effectiveness Evaluation of Library Virtual Reference Service

Abstract

Abstract This study aims to elucidate the relationship between user demand and library virtual reference services, as well as to explore the development of such services across fifteen colleges and universities in China. Leveraging user research data, we established goals for virtual reference services. We introduced the VCRA-CP (Virtual Consultation Resource Allocation-Customer Profile) model for resource scheduling to better align with user needs. User clustering techniques were utilized to categorize users, and a hybrid push information service combining clustering service and collaborative filtering was adopted. This approach was further enhanced by integrating a “user-service evaluation model” to score and deliver services. The operational dynamics of the virtual reference consultation service were meticulously analyzed, particularly focusing on the real-time consulting function module. We proposed evaluating the effectiveness of virtual reference services based on three dimensions: consulting system performance, service impact, and information control. The evaluation metrics included average acceptance value, average perceived value, and average expected value from users. A critical finding concerning the “timeliness and accuracy of responses in virtual reference consultations” revealed a discrepancy, with the average perceived value minus the average acceptance value equaling −0.15, indicating a significant area for improvement in response timeliness and accuracy. User satisfaction was quantified at 65.86%, with a dissatisfaction rate of 6.93%. Although the overall satisfaction with the virtual reference consulting service was high, there remains a need to enhance the standardization of these services to better meet user expectations.