Managing a feedback system for digital libraries at the University of North Texas

Sarah Lynn Fisher and Daniel Esparza
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Sarah Lynn Fisher: University of North Texas, USA
Daniel Esparza: University of North Texas, USA

Journal of Digital Media Management, 2025, vol. 14, issue 1, 21-40

Abstract: The University of North Texas (UNT) Libraries aim to provide a consistent and efficient reference service for users of the Portal to Texas History, the Gateway to Oklahoma History and the UNT Digital Library by centralising the collection of enquiries received into a single database. Faceted search functionality within this database allows staff to ascertain unanswered enquiries for each system, while statistical information can be used to track response rates, increasing the potential for users to receive responses in a timely manner. To improve response rates, the UNT Libraries’ Digital Libraries Division has developed a variety of extensive training materials for staff providing reference assistance to users. These materials document appropriate responses and detail the decision-making processes involved for a wide variety of common questions received from users. Developing this documentation has allowed the Digital Libraries Division to utilise students as reference assistants while still providing personalised responses to users of UNT Libraries’ digital repositories. This article is also included in The Business & Management Collection, which can be accessed at https://hstalks.com/business/.

Keywords: virtual reference; digital libraries; training; student employment; decision-making (search for similar items in EconPapers)
JEL-codes: M11 M15 (search for similar items in EconPapers)
Date: 2025
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