The study’s findings reveal that the most frequently requested virtual reference service queries are related to research articles, followed by database access and off-campus access issues.
Authors
Raj Kishor Kampa, Department of Library & Information Science, Berhampur University, Berhampur, Odisha, India.
Jayaram Gouda, Global Library, O.P. Jindal Global University, Sonepat, Haryana, India.
Summary
This study aims to evaluate the virtual reference service (VRS) queries made by library users and to determine whether there are any differences in the types of queries made by them. 1,472 email threads of VRS received from users of Global Library, O. P. Jindal Global University, India, during 2022 were collected and analyzed.
The study’s findings reveal that the most frequently requested VRS queries are related to research articles, followed by database access and off-campus access issues. The authors suggest that libraries should prioritize providing training on accessing the online database and use chat, chatbot, and WhatsApp to provide virtual reference services to users.
Published in: Internet Reference Services Quarterly
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