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An Assessment of the University of Washington’s Chat Reference Services
Public Library Quarterly, 2015This project assesses the chat reference service of the University of Washington (UW) Libraries. First, I conducted a literature review to examine the evolution of virtual reference services. Then, through OCLC’s Question Point, I examined chats that occurred during weeks 1, 5, and 10 of Winter Quarter 2014.
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How Important is Communication Style in Chat Reference?
Internet Reference Services Quarterly, 2018AbstractChat operators sometimes struggle to find a communication style that balances approachability and warmth with professionalism and authority.
Kathryn Barrett, Judith Logan
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Virtual Reference: Chat with Us!
Medical Reference Services Quarterly, 2009Virtual chat services represent an exciting way to provide patrons of medical libraries with instant reference help in an academic environment. The purpose of this article is to examine the implementation, marketing process, use, and development of a virtual reference service initiated at the Massachusetts College of Pharmacy and Health Sciences and ...
Mariana, Lapidus, Irena, Bond
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Internet Reference Services Quarterly, 2005
Internet Reference Services Quarterly is introducing a new column that will focus on current developments and practice concerns in chat reference. This first entry gives some background on the column's origins, and details the directions it will lake.
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Internet Reference Services Quarterly is introducing a new column that will focus on current developments and practice concerns in chat reference. This first entry gives some background on the column's origins, and details the directions it will lake.
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The Chat Reference Interview: Practicalities and Advice
The Reference Librarian, 2005SUMMARY The popularity of chat reference services is evident, as seen from participation by libraries of all types and sizes. Librarians have long been taught and honed skills to assist the patron in face-to-face reference interviews, but this new medium has forced librarians to rethink those skills.
Tammy Bobrowsky +2 more
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Real-Time Chat Reference and the Importance of Text-Chat
The Reference Librarian, 2002Summary One of real-time chat reference's strengths is the options it gives the librarian in terms of answering questions. Librarians can use text chat, send over a Web page (push pages), or let a patron watch them work over their computers. Options come with a price, though-transaction speed.
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Detecting Implicit References in Chats Using Semantics
2013Chat conversations with multiple participants are widely used in solving a wide range of CSCL tasks. One of the reasons for their success is that they encourage multiple conversation threads to exist in parallel, thus allowing multiple topics and ideas to be debated at the same time.
Traian Rebedea, Gabriel-Marius Gutu
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Repeat Users of Chat Reference: An Exploratory Study
The Reference Librarian, 2021Libraries have long used patrons’ willingness to return as a metric for assessing reference services, but have not measured actual return rates for this service.
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The Value of Chat Reference Services: A Pilot Study
portal: Libraries and the Academy, 2016This article explores student, instructor, and librarian perceptions of chat reference in the context of an introductory composition course. Participants in a mixed-method study responded to an anonymized chat transcript. While student respondents valued speed and efficiency, they were willing to receive instruction and open to questions that ...
JoAnn Jacoby +3 more
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Questioning Chat: A study of the types of questions asked through chat reference
2003This paper is an analysis of the types of questions that were asked through the chat reference services at Duke University, the University of North Carolina Chapel Hill, and North Carolina State University during the month of November 2002. The questions were categorized and were examined to see if there were any trends that could be observed and if it
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