O serviço de referência virtual e as perspectivas da Biblioteca Universitária da UFLA: nossas experiências e projeções

Abstract

Presents the implementation project of the Virtual Reference Service (SRV), with service via chat, the University Library (BU) of the Federal University of Lavras (UFLA). The main objective of the project was involved in providing an alternative communication between the user and the BU. As for the methodological procedures, we used the case study technique to allow a more detailed understanding of the phenomenon and the context delimited and was also carried out a survey with 220 users. The steps for implementation of SRV at BU were:literature; analysis software; internal testing in the library with selected software; creation care policy; preparation and updating of the possible questions asked; stablishment of service hours; skilled workers involved in the project; Finally, disclosure of the new service to the academic community UFLA. It follows that since the implementation of the SRV, users have more benefits such as immediate response to your problem and it is believed that with the SRV, via chat, users began to look more BU to answer your questions, expanding the service of the Library for several other users.