Understanding Virtual Reference Service (VRS): Metadata Analysis on the LibAnswers HyFlex Service Engagement of the Benilde Center for Learning Resources (CLR)

Anna Lorriza  D. Sajona,; Inocencio  V. Raquenio Jr.,

Understanding Virtual Reference Service (VRS): Metadata Analysis on the LibAnswers HyFlex Service Engagement of the Benilde Center for Learning Resources (CLR)

Inocencio V. Raquenio Jr. | Anna Lorriza D. Sajona

Discipline: library and information science

Abstract:

As the role of librarians evolves, it is unavoidable that librarians, particularly those assigned to provide reference and information services, will be required to do many responsibilities simultaneously to deliver excellent services. Consequently, numerous training centers have implemented a digital library to augment the process of acquiring knowledge and conducting research. The significance of ICT in the provision of Virtual Reference Services (VRS) should not be underestimated. This study aims to evaluate the timeliness, engagements/interactions, and quality of the CLR’s VRS engagements using the analytics in LibAnswers. Additionally, it would measure the stakeholders’ overall satisfaction level. The study used descriptive methods to assess the CLR’s VRS interactions. Service quality, timeliness, and engagement/interactions are all measured. Springshare’s LaRCy Answers ticket analytics were used to gather information. In this study, reports were generated using Springshare transaction statistics from Reference Analytics’ analyze metadata tab and service quality. During the academic year 2021-2022, a total of 2,050 respondents took part in the study. According to the findings, in terms of timeliness, inquiries recorded in the system were answered within the acceptable time of 0-1 hour. Priority and immediate attention were given to close inquiries (tickets) and increased customer satisfaction. The results showed a high frequency of engagements and interactions within the system, indicating that librarians actively engage their clients with the VRS across levels and questions. Regarding quality, it could be noted that patrons rated the quality as best, indicating a high level of satisfaction, though the results also show that there is room for improvement in service quality. In essence, this study is an original and valuable contribution to the field of library and information science, bringing new perspectives and empirical evidence to the ongoing discussion about virtual reference services, particularly in the context of the Benilde Center for Learning Resources.

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