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What Chat Transcripts Reveal, Carol Tenopir
What Chat Transcripts Reveal, Carol Tenopir
School of Information Sciences -- Faculty Publications and Other Works
CHAT REFERENCE PROVIDES NEW ways to interact with patrons. Research by Marie L. Radford of Rutgers University (mradford@scils.rutgers.edu) and Lynn Silipigni Connaway of OCLC (connawal@oclc.org), supported by the Institute of Museum and Library Services, will replace suppositions about how chat conversations progress in ways satisfactory to both patrons and librarians. They are conducting focus group interviews, online surveys, and telephone interviews of virtual reference service (VRS) users and nonusers and VRS librarians. They also plan to examine over 1300 anonymous transcripts from chat services. Rapport-building, deference, and identifiable beginning and closing "rituals" all have a place in virtual reference. And …
Rethinking Virtual Reference, Carol Tenopir
Rethinking Virtual Reference, Carol Tenopir
School of Information Sciences -- Faculty Publications and Other Works
Virtual reference services seem a natural extension of libraries digital collections and the emphasis on access to the library anytime, anywhere. If patrons use the library from home, it makes sense to provide them with person-to-person online reference. The Library of Congress (LC), OCLC, and several large library systems have developed and promoted virtual reference services, which are now offered by thousands of libraries. Recently, however, some virtual reference pioneers are questioning the cost benefits of online reference and recommending caution. This article shares some negatives and alternatives to online reference chatting.