ASK: a virtual enquiry desk - a case study

Authors: Beard J.; Bottomley N.; Geeson R.; Spencer S.

Source: The Electronic Library, Volume 21, Number 6, 2003 , pp. 601-608(8)

Publisher: Emerald Group Publishing Limited

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Abstract:

A review of a five-year project to design, implement, promote and evaluate a virtual enquiry desk in a new British University. The service specification, target audience and process of development are documented and discussed. The results of an evaluative survey of 30 users reveal that rather than distance or part-time students, the majority of users are full-time undergraduate students submitting questions within 15 miles of the University during core opening times. It is clear that the Library is still operating within a "hybrid" rather than purely electronic environment, and the implications of this for partner colleges are considered. The paper concludes with some pointers for the future of a service that is now firmly established as part of the subject advice service offered to Bournemouth University students 24 hours a day, seven days a week.

Keywords: Help Desks; Higher Education; University Libraries

Document Type: Research article

DOI: http://dx.doi.org/10.1108/02640470310509162

Publication date: 2003-11-26