Effectiveness of Virtual Reference Services in Academic Libraries: A Qualitative Study Based on the 5E Learning Model

Abstract

This study explores library users' perceptions and preferences of virtual reference services (VRS) in an academic library in Hong Kong and examines the impact of VRS on students' learning for the future improvement of the library's services. A qualitative semi-structured interview was conducted with ten students from different faculties of a comprehensive university in Hong Kong. Proceedings of the interviews were recorded using Zoom, transcribed, and analyzed into theme tables according to the 5E learning model. Results indicate that WhatsApp is the most preferred VRS due to its convenience, response immediacy, textual record, and minimal learning efforts. Phone, email, and Zoom are less preferred due to users' perceived embarrassment, formality, and time constraints. The findings demonstrate that VRS is vital in students' different learning stages. It arouses students' interest in learning and information search, allows the exploration of new learning resources, provides a good platform to solve learning problems, and offers efficient and instant help for learning. Unlike previous studies, this study identifies users' perceived impact of VRS on their learning process based on the 5E learning model. It provides important implications and suggestions to improve VRS and staff training to enhance the library's overall reference services.