Dissonance between Perceptions and Use of Virtual Reference Methods
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ERIC Institute of Education Sciences
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| Hauptverfasser: | , |
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| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
2022
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| _version_ | 1867181428700086272 |
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| author | Mawhinney, Tara Hervieux, Sandy |
| author_facet | Mawhinney, Tara Hervieux, Sandy Mawhinney, Tara Hervieux, Sandy |
| collection | Education Resources Information Center |
| contents | Dissonance between Perceptions and Use of Virtual Reference Methods Mawhinney, Tara Hervieux, Sandy Use Studies Library Services Reference Services Computer Mediated Communication Academic Libraries Discourse Analysis COVID-19 Pandemics Foreign Countries College Students Student Attitudes College Faculty Teacher Attitudes This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal dissonance between perceptions and use of chat and email. Interviews suggest users consider chat to be for basic queries whereas transcripts coded using the READ Scale, a well-known reference assessment tool, show question complexity to be highest in chat. Our analysis also found statistically significant differences in the presence of reference interviews and instruction for chat, email, and texting. Rebranding chat more explicitly for intermediate and advanced queries may succeed in attracting users who consider chat only for basic queries, thus narrowing the gap between user perceptions and actual use. |
| format | Recurso educativo Open Access |
| id | eric_EJ1336933 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2022 |
| record_format | eric |
| spellingShingle | Dissonance between Perceptions and Use of Virtual Reference Methods Mawhinney, Tara Hervieux, Sandy Use Studies Library Services Reference Services Computer Mediated Communication Academic Libraries Discourse Analysis COVID-19 Pandemics Foreign Countries College Students Student Attitudes College Faculty Teacher Attitudes Dissonance between Perceptions and Use of Virtual Reference Methods Mawhinney, Tara Hervieux, Sandy Use Studies Library Services Reference Services Computer Mediated Communication Academic Libraries Discourse Analysis COVID-19 Pandemics Foreign Countries College Students Student Attitudes College Faculty Teacher Attitudes This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal dissonance between perceptions and use of chat and email. Interviews suggest users consider chat to be for basic queries whereas transcripts coded using the READ Scale, a well-known reference assessment tool, show question complexity to be highest in chat. Our analysis also found statistically significant differences in the presence of reference interviews and instruction for chat, email, and texting. Rebranding chat more explicitly for intermediate and advanced queries may succeed in attracting users who consider chat only for basic queries, thus narrowing the gap between user perceptions and actual use. |
| title | Dissonance between Perceptions and Use of Virtual Reference Methods |
| topic | Use Studies Library Services Reference Services Computer Mediated Communication Academic Libraries Discourse Analysis COVID-19 Pandemics Foreign Countries College Students Student Attitudes College Faculty Teacher Attitudes |
| url | https://eric.ed.gov/?id=EJ1336933 |