id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-16366	Chow, Anthony S.; Croxton, Rebecca A.	A Usability Evaluation of Academic Virtual Reference Services	2014-05-01	53	.pdf	application/pdf	19449	877	52	Several studies suggest the success of virtual reference services does not depend solely on the quality of the service but may also be dependent upon funding, volume of reference questions, staffing levels, hardware and software issues, and institutional culture.5 Further, many library patrons are not aware that virtual reference services are available.6 While many elements contribute to a person’s experience using a virtual refer- ence service, a significant yet often over- looked factor is the overall usability of the digital services. Fifteen participants asked questions virtually at University A, while 16 partici- pants asked virtual reference questions at University B. Questions were asked using the five virtual reference services (e-mail, telephone, online chat, text mes- saging, and online videoconferencing) as illustrated in table 1.	cache/crl-16366.pdf	txt/crl-16366.txt