LibraryH3lp: A New Flexible Chat Reference System
Code4Lib Journal, 2008 LibraryH3lp is an integrated IM and web chat system designed specifically for Virtual Reference services in libraries. The software was designed for, and is currently used by, a night-time chat reference collaboraton between several large academic libraries.
Pam Sessoms, Eric Sessoms
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Should Chat Reference Be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStats [PDF]
Internet Reference Services Quarterly, 2011 This study analyzes 1557 chat reference questions received at Grand Valley State University Libraries over four semesters to determine the quantity and nature of the questions.
Bravender, Patricia +2 more
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Shall we chat? A statistical case study of chat reference utilization
The Bottom Line, 2017 Purpose This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions. Design/methodology/approach Two statistical methods
Jiebei Luo
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Chat Reference Service: An Analysis of one Semester's Data
Issues in Science and Technology Librarianship, 2001 Four months of chat reference questions received at a centralized reference services desk of an ARL library are analyzed in this study. Types of questions and types of users (when identified) are investigated. This study examines whether the questions were localized to the specific library's resources/services as well as whether the person responding ...
JoAnn Sears
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Developing a Chat Reference Training Program
Internet Reference Services Quarterly, 2004 ABSTRACT In the last few years, chat reference services have been implemented by public, college and university libraries. One important aspect of the chat reference service is library staff training. Literature shows that this is a vital step in offering a chat reference service.
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Let’s chat: the art of virtual reference instruction
Reference Services Review, 2018 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.
Hervieux, Sandy, Tummon, Nikki
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Covid-19 and Access to Information: Analyzing the Questions Raised from the Simultaneous Dialogue Portal of the Virtual Reference of the National Library and Records Organization of Iran [PDF]
علوم و فنون مدیریت اطلاعات, 2023 Purpose: During the Covid-19 pandemic, libraries around the world were faced with difficult choices in how to offer and provide services, from minimal restrictions to complete closure.
Sedighe Shakerei +2 more
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A Case Study on How Reference Staffing and Visibility Models Impact Patron Behaviors
Evidence Based Library and Information Practice, 2022 A Review of: Holm, C.E. & Kantor, S. (2021). Reference is not dead: A case study of patron habits and library staffing models. Portal: Libraries and the Academy, 21(2), 299–316.
Matthew Bridgeman
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Differences Between the Perception and Use of Virtual Reference Services for Complex Questions
Evidence Based Library and Information Practice, 2023 A Review of: Mawhinney, T., & Hervieux, S. (2022). Dissonance between Perceptions and Use of Virtual Reference Methods. College & Research Libraries, 83(3), 503–525.
Kathy Grams
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Analysis of Question Type Can Help Inform Chat Staffing Decisions
Evidence Based Library and Information Practice, 2020 A Review of: Meert-Williston, D., & Sandieson, R. (2019). Online Chat Reference: Question Type and the Implication for Staffing in a Large Academic Library. The Reference Librarian, 60(1), 51-61.
Heather MacDonald
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