Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines

This study evaluates the level to which virtual (e-mail) reference services adhere to professional guidelines. These professional guidelines are set up as standards to assure service quality. However, studies of virtual reference effectiveness rarely utilize these standards to measure reference success. This study evaluates and compares the level of adherence to two sets of professional guidelines published by the International Federation of Library Associations (IFLA) and the American Library Association (ALA) Reference and User Services Association (RUSA). Analysis of 324 transactions from 54 libraries showed: 1) low levels of adherence to both sets of guidelines; 2) varied levels of adherence based on request types and user names on both sets of guidelines; 3) variation in institutional rank according to different sets of guidelines; 4) no correlation between user satisfaction and adherence to either set of guidelines. This study has implications for future research and practice because it provides a systematic way to analyze transactions in light of the ideal professional standards. It also provides an empirical benchmark for evaluating virtual reference services.