A sincronicidade no atendimento a usuários de bibliotecas universitárias brasileiras e portuguesas

Abstract

This paper aims to map libraries that use synchronous user care tools and to verify the tools used in synchronous user care. The study is characterized as exploratory and descriptive. The Portuguese and Brazilian universities defined as research field were identified, the universe to be researched was defined and the instrument for data collection and achievement of the proposed objective was designed. The data reflect a trend of use of the synchronous attendance in Brazil and Portugal. It is observed that in Brazil there is a higher incidence of synchronous service, compared to Portugal. It is also verified that the chat for online assistance, by means of the libraries' websites is the most used means in both countries. It was verified that the percentages collected in the research reveal that the synchronous service, in real time, is not yet used by most Brazilian and Portuguese libraries. In Brazil, this type of service has been more adopted (41%) in comparison with Portugal (33%), but both are still contemplated by a minority of the university libraries of those countries.