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