Virtual references services: defining the criteria and indicators to evaluate them

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/methodology/approach - This research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies. Findings - The study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies. Originality/value - The paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.