Document (#30987)

Author

Shachaf, P.
Oltmann, S.M.
Horowitz, S.M.

Title

Service equality in virtual reference

Source

Journal of the American Society for Information Science and Technology. 59(2008) no.4, S.535-550

Year

2008

Abstract

Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may either increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when academic and public librarians answered 676 online reference queries. Quality of e-service was evaluated along three dimensions: timely response, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.

Theme

Informationsdienstleistungen
Internet

Similar documents (content)

1. Mendelsohn, J.: Perspectives on quality of reference service in an academic library : a qualitative study (1997) 0.20

   0.20238148 = sum of:
     0.20238148 = product of:
       0.8432562 = sum of:
         0.031409916 = weight(abstract_txt:study in 1535) [ClassicSimilarity], result of:
           0.031409916 = score(doc=1535,freq=2.0), product of:
             0.06936887 = queryWeight, product of:
               1.0288488 = boost
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.019742273 = queryNorm
             0.45279557 = fieldWeight in 1535, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
         0.07019738 = weight(abstract_txt:reference in 1535) [ClassicSimilarity], result of:
           0.07019738 = score(doc=1535,freq=2.0), product of:
             0.11857706 = queryWeight, product of:
               1.3451465 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.019742273 = queryNorm
             0.591998 = fieldWeight in 1535, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
         0.096752495 = weight(abstract_txt:quality in 1535) [ClassicSimilarity], result of:
           0.096752495 = score(doc=1535,freq=3.0), product of:
             0.12829147 = queryWeight, product of:
               1.3991624 = boost
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.019742273 = queryNorm
             0.75416154 = fieldWeight in 1535, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
         0.04171058 = weight(abstract_txt:user in 1535) [ClassicSimilarity], result of:
           0.04171058 = score(doc=1535,freq=1.0), product of:
             0.12087171 = queryWeight, product of:
               1.6633254 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.019742273 = queryNorm
             0.34508142 = fieldWeight in 1535, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
         0.22895303 = weight(abstract_txt:dimensions in 1535) [ClassicSimilarity], result of:
           0.22895303 = score(doc=1535,freq=4.0), product of:
             0.20698602 = queryWeight, product of:
               1.7772142 = boost
               5.899349 = idf(docFreq=330, maxDocs=44421)
               0.019742273 = queryNorm
             1.106128 = fieldWeight in 1535, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               5.899349 = idf(docFreq=330, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
         0.37423277 = weight(abstract_txt:service in 1535) [ClassicSimilarity], result of:
           0.37423277 = score(doc=1535,freq=4.0), product of:
             0.43607447 = queryWeight, product of:
               4.8259587 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.019742273 = queryNorm
             0.85818547 = fieldWeight in 1535, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.09375 = fieldNorm(doc=1535)
       0.24 = coord(6/25)
   

2. Sullivan, W.; Schoppmann, L.A.; Redman, P.M.: Analysis of the use of reference services in an academic health sciences library (1994) 0.16

   0.15884605 = sum of:
     0.15884605 = product of:
       0.66185856 = sum of:
         0.029613554 = weight(abstract_txt:study in 8297) [ClassicSimilarity], result of:
           0.029613554 = score(doc=8297,freq=1.0), product of:
             0.06936887 = queryWeight, product of:
               1.0288488 = boost
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.019742273 = queryNorm
             0.42689976 = fieldWeight in 8297, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
         0.036441058 = weight(abstract_txt:different in 8297) [ClassicSimilarity], result of:
           0.036441058 = score(doc=8297,freq=1.0), product of:
             0.079658404 = queryWeight, product of:
               1.1025164 = boost
               3.6597328 = idf(docFreq=3107, maxDocs=44421)
               0.019742273 = queryNorm
             0.4574666 = fieldWeight in 8297, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6597328 = idf(docFreq=3107, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
         0.09359651 = weight(abstract_txt:reference in 8297) [ClassicSimilarity], result of:
           0.09359651 = score(doc=8297,freq=2.0), product of:
             0.11857706 = queryWeight, product of:
               1.3451465 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.019742273 = queryNorm
             0.78933066 = fieldWeight in 8297, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
         0.055614106 = weight(abstract_txt:user in 8297) [ClassicSimilarity], result of:
           0.055614106 = score(doc=8297,freq=1.0), product of:
             0.12087171 = queryWeight, product of:
               1.6633254 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.019742273 = queryNorm
             0.46010855 = fieldWeight in 8297, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
         0.19710477 = weight(abstract_txt:groups in 8297) [ClassicSimilarity], result of:
           0.19710477 = score(doc=8297,freq=1.0), product of:
             0.30925187 = queryWeight, product of:
               3.072136 = boost
               5.09888 = idf(docFreq=736, maxDocs=44421)
               0.019742273 = queryNorm
             0.63736 = fieldWeight in 8297, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.09888 = idf(docFreq=736, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
         0.24948852 = weight(abstract_txt:service in 8297) [ClassicSimilarity], result of:
           0.24948852 = score(doc=8297,freq=1.0), product of:
             0.43607447 = queryWeight, product of:
               4.8259587 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.019742273 = queryNorm
             0.57212365 = fieldWeight in 8297, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.125 = fieldNorm(doc=8297)
       0.24 = coord(6/25)
   

3. Olson, H.A.; Schlegl, R.: Standardization, objectivity, and user focus : a meta-analysis of subject access critiques (2001) 0.14

   0.14464426 = sum of:
     0.14464426 = product of:
       0.60268444 = sum of:
         0.026174929 = weight(abstract_txt:study in 428) [ClassicSimilarity], result of:
           0.026174929 = score(doc=428,freq=2.0), product of:
             0.06936887 = queryWeight, product of:
               1.0288488 = boost
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.019742273 = queryNorm
             0.37732962 = fieldWeight in 428, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
         0.17291154 = weight(abstract_txt:equitable in 428) [ClassicSimilarity], result of:
           0.17291154 = score(doc=428,freq=1.0), product of:
             0.24422507 = queryWeight, product of:
               1.3650526 = boost
               9.06241 = idf(docFreq=13, maxDocs=44421)
               0.019742273 = queryNorm
             0.7080008 = fieldWeight in 428, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.06241 = idf(docFreq=13, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
         0.034758817 = weight(abstract_txt:user in 428) [ClassicSimilarity], result of:
           0.034758817 = score(doc=428,freq=1.0), product of:
             0.12087171 = queryWeight, product of:
               1.6633254 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.019742273 = queryNorm
             0.28756785 = fieldWeight in 428, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
         0.08971836 = weight(abstract_txt:diverse in 428) [ClassicSimilarity], result of:
           0.08971836 = score(doc=428,freq=1.0), product of:
             0.19868807 = queryWeight, product of:
               1.7412261 = boost
               5.779889 = idf(docFreq=372, maxDocs=44421)
               0.019742273 = queryNorm
             0.45155382 = fieldWeight in 428, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.779889 = idf(docFreq=372, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
         0.123190485 = weight(abstract_txt:groups in 428) [ClassicSimilarity], result of:
           0.123190485 = score(doc=428,freq=1.0), product of:
             0.30925187 = queryWeight, product of:
               3.072136 = boost
               5.09888 = idf(docFreq=736, maxDocs=44421)
               0.019742273 = queryNorm
             0.39835 = fieldWeight in 428, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.09888 = idf(docFreq=736, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
         0.15593031 = weight(abstract_txt:service in 428) [ClassicSimilarity], result of:
           0.15593031 = score(doc=428,freq=1.0), product of:
             0.43607447 = queryWeight, product of:
               4.8259587 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.019742273 = queryNorm
             0.35757726 = fieldWeight in 428, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.078125 = fieldNorm(doc=428)
       0.24 = coord(6/25)
   

4. Sjolander, E.; Sjolander, R.: ¬A strategic analysis of the delivery of service in two library reference departments (1995) 0.13

   0.13481668 = sum of:
     0.13481668 = product of:
       0.56173617 = sum of:
         0.022210164 = weight(abstract_txt:study in 1080) [ClassicSimilarity], result of:
           0.022210164 = score(doc=1080,freq=1.0), product of:
             0.06936887 = queryWeight, product of:
               1.0288488 = boost
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.019742273 = queryNorm
             0.3201748 = fieldWeight in 1080, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.415198 = idf(docFreq=3968, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
         0.027330795 = weight(abstract_txt:different in 1080) [ClassicSimilarity], result of:
           0.027330795 = score(doc=1080,freq=1.0), product of:
             0.079658404 = queryWeight, product of:
               1.1025164 = boost
               3.6597328 = idf(docFreq=3107, maxDocs=44421)
               0.019742273 = queryNorm
             0.34309995 = fieldWeight in 1080, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6597328 = idf(docFreq=3107, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
         0.049637046 = weight(abstract_txt:reference in 1080) [ClassicSimilarity], result of:
           0.049637046 = score(doc=1080,freq=1.0), product of:
             0.11857706 = queryWeight, product of:
               1.3451465 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.019742273 = queryNorm
             0.4186058 = fieldWeight in 1080, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
         0.096752495 = weight(abstract_txt:quality in 1080) [ClassicSimilarity], result of:
           0.096752495 = score(doc=1080,freq=3.0), product of:
             0.12829147 = queryWeight, product of:
               1.3991624 = boost
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.019742273 = queryNorm
             0.75416154 = fieldWeight in 1080, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
         0.04171058 = weight(abstract_txt:user in 1080) [ClassicSimilarity], result of:
           0.04171058 = score(doc=1080,freq=1.0), product of:
             0.12087171 = queryWeight, product of:
               1.6633254 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.019742273 = queryNorm
             0.34508142 = fieldWeight in 1080, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
         0.32409507 = weight(abstract_txt:service in 1080) [ClassicSimilarity], result of:
           0.32409507 = score(doc=1080,freq=3.0), product of:
             0.43607447 = queryWeight, product of:
               4.8259587 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.019742273 = queryNorm
             0.7432104 = fieldWeight in 1080, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.09375 = fieldNorm(doc=1080)
       0.24 = coord(6/25)
   

5. Bicknell, T.: Focusing on quality reference service (1994) 0.13

   0.13086452 = sum of:
     0.13086452 = product of:
       0.8179033 = sum of:
         0.09359651 = weight(abstract_txt:reference in 922) [ClassicSimilarity], result of:
           0.09359651 = score(doc=922,freq=2.0), product of:
             0.11857706 = queryWeight, product of:
               1.3451465 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.019742273 = queryNorm
             0.78933066 = fieldWeight in 922, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.125 = fieldNorm(doc=922)
         0.12900333 = weight(abstract_txt:quality in 922) [ClassicSimilarity], result of:
           0.12900333 = score(doc=922,freq=3.0), product of:
             0.12829147 = queryWeight, product of:
               1.3991624 = boost
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.019742273 = queryNorm
             1.0055487 = fieldWeight in 922, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.6444306 = idf(docFreq=1160, maxDocs=44421)
               0.125 = fieldNorm(doc=922)
         0.096326455 = weight(abstract_txt:user in 922) [ClassicSimilarity], result of:
           0.096326455 = score(doc=922,freq=3.0), product of:
             0.12087171 = queryWeight, product of:
               1.6633254 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.019742273 = queryNorm
             0.7969314 = fieldWeight in 922, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.125 = fieldNorm(doc=922)
         0.49897704 = weight(abstract_txt:service in 922) [ClassicSimilarity], result of:
           0.49897704 = score(doc=922,freq=4.0), product of:
             0.43607447 = queryWeight, product of:
               4.8259587 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.019742273 = queryNorm
             1.1442473 = fieldWeight in 922, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.125 = fieldNorm(doc=922)
       0.16 = coord(4/25)