Improving Interaction in Online Liaison Services through Skype

Abstract

This article describes a pilot project of enhanced virtual reference services through a multifaceted model of services that includes the addition of Skype reference. The project was created as a response to a growing need for advanced liaison services to the College of Nursing at The University of Texas at Arlington, which predominantly consists of online students. The number of online nursing students and degree and certificate programs offered by the university has grown exponentially in current and previous years, making this a particularly significant case study. Detailing of the method used to respond to user needs and of the outcome of the project will further the conversation about supporting online student success.