Evaluation of Chat Reference Service Quality

White, Marilyn Domas; Abels, Eileen G.; Kaske, Neal K.

doi:10.1045/february2003-white

Cited by 26 publications

(17 citation statements)

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“…Evaluations of efficiency and effectiveness in task dimensions such as correctly answering the questions posed are appearing in the literature in increasing numbers (e.g., see Carter & Janes, 2002;Foley, 2002;Gross & McClure, 2001;Kaske & Arnold, 2002;White, Abels, & Kaske, 2003). However, few research studies have appeared on relational dimensions of virtual reference.…”

Section: Literature Reviewmentioning

confidence: 98%

Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference

Radford

2006

J. Am. Soc. Inf. Sci.

100

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Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client-librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is among the first to apply communication theory to an exploration of relational (socioemotional) aspects of VRS. It reports results from a pilot study that analyzed 44 transcripts nominated for the LSSI Samuel Swett Green Award (Library Systems and Services, Germantown, MD) for Exemplary Virtual Reference followed by an analysis of 245 randomly selected anonymous transcripts from Maryland AskUsNow! statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, facesaving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client versus librarian patterns, and compensation strategies for lack of nonverbal communication.

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Section: Literature Reviewmentioning

confidence: 98%

Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference

Radford

2006

J. Am. Soc. Inf. Sci.

100

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“…In a pilot study conducted by the University of Maryland, the researchers found that librarians answered questions with a high level of accuracy but when it came to escalating a question to proceed deeper into the research process with the questioner, on the whole, librarians were less than adequate in this regard. The finding suggests that the interactive aspects of chat reference need to be further developed [40].…”

Section: Electronic Referencementioning

confidence: 99%

Electronic collection management and electronic information services

Cotter

Carroll

Hodge

et al. 2005

ISU

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“…Questions specific to the researcher's institution, such as hours of service, specific holdings, or availability of services were eliminated. None of the questions was deemed by the expert panel to be difficult to understand, but the questions were of increasing difficulty (White, Abels, & Kaske, 2003). Each of the questions selected was researched, and basic sources that held the correct answers were identified.…”

Section: Unobtrusive Testingmentioning

confidence: 99%

An Investigation of a Knowledge Management Solution for the Improvement of Reference Services

Ralph¹,

Ellis

2009

JIITO

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This study investigated the use of the knowledge base of QuestionPoint as a knowledge management tool capable of improving reference services in academic libraries. The research addressed the problem that reference librarians continually provide ineffective service to patrons. Because of the expansive exposure to resources, it is often difficult for any individual librarian to accurately recall the best resource or answer for any specific question. While individual librarians may not recall specific information, when they collaborate with their colleagues and share their collective knowledge there is usually an improvement in the quality of service they provide. It would benefit librarians therefore, if they used a knowledge management tool that could capture and store their communal knowledge for future use. This study explored the librarians' perceptions of the benefits and problems of using the Knowledge Base of QuestionPoint and its impact of on reducing response time and duplication. The study revealed that the reference librarians did not generally use the Knowledge Base, and that there was duplication of effort and no reduction in response time.

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Evaluation of Chat Reference Service Quality

Cited by 26 publications

References 0 publications

Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference

Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference

Electronic collection management and electronic information services

An Investigation of a Knowledge Management Solution for the Improvement of Reference Services

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