CSUN Virtual Reference Pilot Program Survey Results
“Having a librarian by my side at home is fantastic! It boosts my confidence and desire to continue with my research
because I know that if I have a problem, there is someone right there to assist me in my search.”
“I didn't think asking the librarian would help but since I had NO CLUE as to where to look for information, I tried the
"chat with librarian" option. It was GREAT! She/He helped me so fast! I will do it again as soon as I need something I
cannot find! Great way to help students!!!!”
--Actual students’ comments (unedited)
Overview:
Survey Dates: January 2 to May 2, 2002
Distribution: Email form on exit
Total transactions: 76
Total surveys returned: 26
Return Rate: 34%
Service Issues:
Users were quite satisfied: Eighty-one percent found the
information relevant or very relevant; and 88.5% found
the librarian to be helpful or very helpful.
Hours:
Hours were limited to Monday through Friday, 1 p.m. to 3
p.m. Only actual users returned surveys; therefore, the
likelihood of the hours being sufficient or convenient
should be greater. However, the results were clearly
polarized: Fifty percent said the hours were convenient or
sufficient; while 42% said, they were not. Those that
commented mentioned evenings (6-8PM, e.g.), all regular
library hours, “all day,” or “more hours.” Only one
suggested 24/7.
Technical Problems:
Ninety-six percent reported having technical problems.
Only five commented on the specific problems, which
related to being dropped or slowness. In an analysis of the
transaction logs, 21% were repeats, showing sessions of
less than 30 seconds, followed by lengthier sessions,
suggesting that the patron was dropped, and then reconnected. However, despite this, 88.5% found the service
to be easy or very easy to use, and 92% reported that they
would use the service again.
Number of
Percent
Responses
Question
1. Relevance
Very Relevant
Or Relevant
Somewhat
Or Not Relevant
No answer
2. Helpfulness
Very helpful
Or Helpful
Somewhat
Or Not Helpful
No answer
3. Technical Problems?
Yes
No
No answer
4. Ease of use
Very easy
Or Easy
Somewhat
Or Not easy
5. Hours sufficient?
Yes
No
No answer
6. Use again?
Yes
Maybe
No
7. Status
Student
Faculty
Staff
Unknown
21
81%
4
1
15%
4%
23
88%
2
1
8%
4%
25
0
1
96%
0%
4%
23 88.5%
3 11.5%
11
13
2
42%
50%
8%
24
2
0
92%
8%
0%
17
7
1
1
65%
27%
4%
4%
Users:
Students: 65%, mostly business, humanities, and health science majors.
Faculty: 27%, departments varied.
Kathy Dabbour
CSU Northridge
kathy.dabbour@csun.edu