Paper Title
Dynamic Adjusting Factors Affecting Virtual Reference Services

Many digital libraries are now providing Virtual Reference Services (VRS). Because the system is fairly new to popular use, there could be various approaches to increase the quality of VRS. In this study we focused on two key factors: increasing the feeling of helpfulness and reducing the feeling of intrusiveness, which are considered trade-offs; usually the more helpful the system is, the more intrusive it may appear. It is challenging to provide high helpfulness along with less intrusiveness in VRS. This study aimed to identify factors that could improve helpfulness without increasing intrusiveness based on survey from systemically sampled academic librarians; awareness, timing, and transparency were regarded as key factors affecting the helpfulness and intrusiveness of the system. Keywords - Virtual Reference Services, Intrusiveness, Helpfulness, Balance and Tradeoffs