Virtual reference staffers engaging in live chat may sometimes be asked the question:

A playful question? Sometimes. But it might be an honest query to a 'virtual' librarian the patron can neither see nor hear. It is also a response that unexpectedly cuts to the heart of any evaluation of virtual reference librarianship.

• Who or what do patrons expect to interact with? For instance, are they expecting a live person or an automated message? Do they expect detailed help or just a referral?
• How are patron expectations discovered and how are they met?
• What are proper standards for expectations and how are they maintained?

In short, how do we chart, understand and respond to patron expectations?

This presentation will examine how AskColorado's Quality Assurance and Evaluation Subcommittee [QA&E] combines statistical analysis, patron surveys and transcript reviews to evaluate and improve the quality of virtual reference.

(Incidentally, Lincoln’s hat size is about 7 1/8 according to the National Museum of History)