Application of Reference Guidelines in Chat Reference Interactions

2007 ◽  
Vol 13 (4) ◽  
pp. 3-30 ◽  
Author(s):  
Jana Ronan ◽  
Patrick Reakes ◽  
Marilyn Ochoa
Keyword(s):  
Chat Reference ◽  
Reference Interactions

scholarly journals Formality in Chat Reference: Perceptions of 17- to 25-Year-Old University Students

2013 ◽  
Vol 8 (1) ◽  
pp. 19 ◽  
Author(s):  
Jennifer Waugh
Keyword(s):  
University Students ◽  
User Satisfaction ◽  
Structured Interviews ◽  
Virtual Reference ◽  
Advantages And Disadvantages ◽  
Chat Reference ◽  
Relational Factors ◽  
Simple Question ◽  
Reference Interactions ◽  
Language Styles

Objective – To examine the ways in which the formality of language used by librarians affects 17- to 25-year-old university students’ perceptions of synchronous virtual reference interactions (chat reference), in particular, perceptions of answer accuracy, interpersonal connection, competency, professionalism, and overall satisfaction. Methods – This qualitative study used semi-structured interviews to examine the perceptions of participants. Participants reviewed and responded to two virtual reference transcripts, portraying a librarian and student asking a simple question. One transcript portrayed a librarian using traditional, formal language while the other portrayed a librarian using informal language. Five 17- to 25-year-old university students were interviewed. Data were analyzed using a phenomenological, qualitative approach to discover common themes. Results – Analysis suggests that participants perceived the formal librarian as being “robotic” and impersonal while the informal librarian was thought to be more invested in the reference interaction. Several participants viewed the formal librarian as more competent and trustworthy and questioned the effort put forth by the informal librarian, who was perceived as young and inexperienced. Participants’ perceptions of professionalism were based on expectations of social distance and formality. Satisfaction was based on content and relational factors. Several participants preferred the formal interaction based on perceptions of competency, while others preferred the informal librarian due to perceived interpersonal connection. Conclusion – Formality plays a key role in altering the perceptions of 17- to 25-year-olds when viewing virtual reference interaction transcripts. Both language styles had advantages and disadvantages, suggesting that librarians should become cognizant of manipulating their language to encourage user satisfaction.  

Impact of COVID-19 on the use of the academic library

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra De Groote ◽  
Jung Mi Scoulas
Keyword(s):  
Academic Library ◽  
Data Sets ◽  
Content Type ◽  
Chat Reference ◽  
Multiple Data ◽  
Gate Count ◽  
Library Use ◽  
Multiple Data Sets ◽  
Reference Interactions ◽  
Survey Responses

PurposeThis study examines differences in library use patterns (in-person visits, online use, reference transactions, library resource and services use) pre-COVID-19 and during the COVID-19 pandemic through multiple data sets.Design/methodology/approachUsing library statistics collected during 2017/2018 and 2020/2021 and student responses to a biennial library use survey distributed in 2018 and 2021, the potential impact of the pandemic on users' behaviors was explored.FindingsLibrary use statistics and the biennial survey responses demonstrate that users' overall library use was impacted by COVID-19. Both the library's gate count and students' frequency of library visits showed a dramatic decrease. The use of virtual support to patrons increased during COVID-19 as reflected by the increase in email and chat reference interactions and virtual consultations.Practical implicationsAs students return to the physical classroom, observing library use via various data will help inform how well use of the library rebounded or if there are changes in users' behavior that suggest the need for the promotion of library services or an expansion in alternative services to support users.Originality/valueThis article highlights the importance of continuously obtaining various data sets to observe trends and changes. By observing multiple data points, some changes are aligned across data, whereas other changes or patterns are different. While impact on physical library use may be obvious, library use before and during the pandemic will help guide and inform how academic libraries should be prepared for hybrid environments post-pandemic.

scholarly journals Let’s chat: the art of virtual reference instruction

2018 ◽  
Vol 46 (4) ◽  
pp. 529-542 ◽  
Author(s):  
Sandy Hervieux ◽  
Nikki Tummon
Keyword(s):  
Information Literacy ◽  
Literacy Instruction ◽  
Resource Sharing ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Information Literacy Instruction ◽  
Chat Reference ◽  
Reference Interactions ◽  
Academic Year

Purpose This study aims to evaluate the instances of information literacy instruction within the virtual reference system of a Canadian university library. Design/methodology/approach Coding and analysis of a sample of chat transcripts over the course of one academic year have been used. Findings The analysis indicated that over 50 per cent of virtual reference interactions do not lend themselves to information literacy instruction. An average of 23.6 per cent of interactions included information literacy instruction and the preferred methods of instruction were modelling and resource sharing. Originality/value While previous studies have focused on information literacy instruction provided in a virtual reference setting, this study aims to identify not only instances of information literacy but also to better understand the nature of chat queries by codifying instances of a transactional nature. The results could lead to improved best practices for chat reference, enhanced staff training and varied promotion and delivery of not just virtual reference services but of other library services as well. A portion of this research project, including partial results for the Fall semester, was presented at the LILAC Conference in Liverpool in April 2018.

Reference Conundrum: The Broad Definition of Peer-Review

2018 ◽  
Author(s):  
Cody Fullerton
Keyword(s):  
Peer Review ◽  
Gold Standard ◽  
Review Process ◽  
Peer Review Process ◽  
Academic Publishing ◽  
Inaccurate Information ◽  
The Core ◽  
Literature Reviews ◽  
Reference Interactions ◽  
Definition Of

For years, the gold-standard in academic publishing has been the peer-review process, and for the most part, peer-review remains a safeguard to authors publishing intentionally biased, misleading, and inaccurate information. Its purpose is to hold researchers accountable to the publishing standards of that field, including proper methodology, accurate literature reviews, etc. This presentation will establish the core tenants of peer-review, discuss if certain types of publications should be able to qualify as such, offer possible solutions, and discuss how this affects a librarian's reference interactions.

Chat Reference at Carnegie Mellon University

2002 ◽  
Vol 1 (2) ◽  
pp. 29-41 ◽  
Author(s):  
Paul Neuhaus ◽  
Matthew R. Marsteller
Keyword(s):  
Chat Reference

Evaluating a Chat Reference Service at the University of South Alabama's Baugh Biomedical Library

2006 ◽  
Vol 2 (2-3) ◽  
pp. 107-125 ◽  
Author(s):  
Clista C. Clanton ◽  
Geneva B. Staggs ◽  
Thomas L. Williams
Keyword(s):  
Chat Reference ◽  
Reference Service ◽  
The University

Referring academic library chat reference patrons: how subject librarians decide

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paula R. Dempsey
Keyword(s):  
Information Literacy ◽  
Academic Library ◽  
Academic Research ◽  
Subject Area ◽  
Empirical Examination ◽  
Content Type ◽  
Reference Services ◽  
Chat Reference ◽  
Key Factor ◽  
Doctoral Universities

Purpose The purpose of this study is to learn what factors liaison librarians in academic research libraries consider in determining whether to refer chat reference patrons to subject specialists. Design/methodology/approach Subject specialists were asked what policies guided their decisions to refer to a specialist and then assessed unreferred chat session transcripts both within and outside their specializations to determine need for a referral. Findings Few respondents were guided by formal policies. Contrary to an initial hypothesis, subject area was not a key factor in referring chat. A broader set of criteria included reference interviewing, provision of relevant resources and information literacy instruction. Respondents valued both the depth that subject specialists can provide to reference interactions and the ability of a skilled generalist to support information literacy. Research limitations/implications Findings are most applicable to large, public doctoral universities with liaison librarian programs. Assignment of respondents to subject specialist categories was complicated by their broad range of background and expertise. Practical implications The study contributes new understanding of referrals to subject specialists who have potential to guide development of formal referral policies in academic library virtual reference services. Originality/value The study is the first empirical examination of chat reference referral decisions.

Transformation of public library websites in Indonesia

2018 ◽  
Vol 35 (8) ◽  
pp. 10-14
Author(s):  
Nove E. Variant Anna
Keyword(s):  
Public Library ◽  
External Information ◽  
Digital Collections ◽  
Content Type ◽  
Chat Reference ◽  
Reference Service ◽  
The Creation ◽  
Portal Website ◽  
Library Websites ◽  
Knowledge Portal

Purpose This paper aims to observe the province’s public library websites in Indonesia and to give some recommendation about knowledge portal website that can support the creation and invention of knowledge. Design/methodology/approach Data and information were gathered by observing library websites at the provincial level to see the digital survey and collection. This survey includes 34 province public library websites in the period from August 1 to 15, 2017. As the survey focuses on the availability of online digital collections, availability of digital services such as the user can have conversation with the librarian through a chat reference service, the availability of trusted external information sources, the availability of user forums for discussion. Findings The result of the research showed that the public library websites in Indonesia are still static (less interactive) and only give standard information about the library services, its operational hours, contact numbers and their collection. According to the result, it is recommended for every public library transforms its website into a knowledge portal website that can give a real and direct effect to the users, especially in the creation of innovation. Originality/value This paper also recommends a framework for a knowledge portal that includes e-resources, user needs, partnership, internet resources, integrated OPAC and collaboration. A survey on a library website is rarely conducted in Indonesia; therefore, this result will be beneficial for developing library websites.

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