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| Main Authors: | , , , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2019
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ1224245 |
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Table of Contents:
- Chatting without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service Eastman, Teagan Hyde, McKenzie Strand, Katie Wishkoski, Rachel Academic Libraries Library Services Reference Services Computer Mediated Communication Distance Education Research Universities Land Grant Universities Usability Referral Library Instruction Users (Information) College Students As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program. The authors discuss the implications of their findings, as well as their process of closing the assessment loop. By using data to inform changes to virtual reference services, chat becomes more accessible and approachable to all users regardless of location.