Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
2015
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| Schlagworte: | |
| Online-Zugang: | https://eric.ed.gov/?id=EJ1080457 |
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Inhaltsangabe:
- Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice Maloney, Krisellen Kemp, Jan H. College Libraries Library Services Reference Services Questioning Techniques Computer Mediated Communication Difficulty Level Literature Reviews Rating Scales Coding Classification Nonprofessional Personnel Students Librarians Expertise Information Seeking There has been longstanding debate about whether the level of complexity of questions received at reference desks and via online chat services requires a librarian's expertise. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librarians. However, convenient, proactive online chat services could reverse the trends. This paper provides results of a study of reference question complexity following implementation of a proactive chat service. The study reveals changes in the complexity of chat questions that may have implications for staffing online reference services.