El uso de mapas conceptuales para la evaluación de los servicios de referencia virtual de las bibliotecas universitarias: una experiencia práctica

Abstract

Implementing Information Technologies in library services requires some dynamic issues in its design and development, as the case of 'Virtual Reference Services' (VRS), which also must be evaluated on a regular basis. The aim of this study was to establish from the opinion of a group of librarians, participants in courses, about “how to build an VRS”; which elements are to provide quality and its projection, always from a perspective of users as the core of the analysis. The qualitative methodology is based on the use of 'concept maps' as a diagnosis and prospecting tools as well as a visual tool for observing and comparing graphically the basic criteria provided by the participants in the analysis. The results show that greater interaction with users is required as well as training in information skills from the VRS.