Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries
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ERIC Institute of Education Sciences
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| Main Author: | |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2017
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| Online Access: | |
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| _version_ | 1867181228993544192 |
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| author | Dempsey, Paula R. |
| author_facet | Dempsey, Paula R. Dempsey, Paula R. |
| collection | Education Resources Information Center |
| contents | Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries Dempsey, Paula R. Delivery Systems College Libraries Comparative Analysis Reference Services Library Instruction Transcripts (Written Records) Synchronous Communication Computer Mediated Communication Referral Institutional Characteristics Teaching Styles Staff Role Qualitative Research This study investigates how reference staff at two libraries balance teaching with resource delivery in live chat reference. Analysis of 410 transcripts from one week shows that one library tends to deliver more resources from a wider range of database suggestions, to take more time in chat interactions, and to incorporate more teaching behavior with specific resource links. Two possible reasons for these differences are reference policies and staffing models: one library states that chat is for brief factual questions and monitors chat from a public service point; the other does not state a policy and monitors chat from private offices. Findings are important for staffing responsively, developing effective research guides, and improving teaching in online reference. |
| format | Recurso educativo Open Access |
| id | eric_EJ1159648 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2017 |
| record_format | eric |
| spellingShingle | Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries Dempsey, Paula R. Delivery Systems College Libraries Comparative Analysis Reference Services Library Instruction Transcripts (Written Records) Synchronous Communication Computer Mediated Communication Referral Institutional Characteristics Teaching Styles Staff Role Qualitative Research Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries Dempsey, Paula R. Delivery Systems College Libraries Comparative Analysis Reference Services Library Instruction Transcripts (Written Records) Synchronous Communication Computer Mediated Communication Referral Institutional Characteristics Teaching Styles Staff Role Qualitative Research This study investigates how reference staff at two libraries balance teaching with resource delivery in live chat reference. Analysis of 410 transcripts from one week shows that one library tends to deliver more resources from a wider range of database suggestions, to take more time in chat interactions, and to incorporate more teaching behavior with specific resource links. Two possible reasons for these differences are reference policies and staffing models: one library states that chat is for brief factual questions and monitors chat from a public service point; the other does not state a policy and monitors chat from private offices. Findings are important for staffing responsively, developing effective research guides, and improving teaching in online reference. |
| title | Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries |
| topic | Delivery Systems College Libraries Comparative Analysis Reference Services Library Instruction Transcripts (Written Records) Synchronous Communication Computer Mediated Communication Referral Institutional Characteristics Teaching Styles Staff Role Qualitative Research |
| url | https://eric.ed.gov/?id=EJ1159648 |