These questions involves the knowledge, use, commendation, interpretation, or instruction in the use of one or more information sources (from ACRL Virtual Reference definition).
Examples: How do I get the full text of XXX article? How do I find articles about the topic XXX? How do I get today’s issue of the Wichita Eagle? Help me find books about Wicca. Help me cite this website. Help me locate this article for which I have only a link that is not working. Why is this article not in full text? How do I renew my ILL books? Do we have a subscription to Chronicle of Higher Education? What is a peer reviewed article?
Information sources include printed, online, and non-printed materials, e-resources and databases (including assistance with computer searching), the library’s own catalogs and holdings records, other libraries and institutions through communication or referral, and persons both inside and outside the library.
These questions involve providing directions to locations within the library, such as schedules, floor plans, handbooks, and policy statements. Also, directing the questioner to another customer service point to get an answer/resolution.
Examples: Where is the restroom? How do I check out books? How do I get into the study room I reserved? Who is my subject librarian? How do I donate back issues of Journal of Women’s Health? What are your hours? Will the APA workshop be offered again? Will I be able to borrow a microphone today and keep it overnight? I am required to take a tour of Ablah Library and am available tomorrow. Please remove the fines for these four books I have out because I am currently out of the country.
These questions involve troubleshooting network issues, database access problems, using Blackboard, or printing.
Examples: UpToDate is not letting me log in; what do I do? Why can’t I access library databases when off-campus this summer? I am not taking classes but need to finish my thesis and need off-campus access. Why isn’t this quiz in Blackboard opening? Where did my teacher hide the assignment in Blackboard?