...María Pinto; Ramón A. Manso Purpose This paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user's perspective, taking into account the potential of Web 2.0 applications. Design...

...Louise Kloss; Yin Zhang This case study evaluated a real‐time online interactive reference service. Three data gathering methods were used. First, general usage statistics were generated electronically from the service provider. Second, patron evaluations were collected electronically. Third...

... but also at the organisational changes identified and currently underway. This paper is a revised and updated version of a paper presented at Internet Librarian International 2002, London, UK, 18‐20 March 2002. National libraries Services Organizational change Devolution Scotland...