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Full-Text Articles in Library and Information Science
Decoding Virtual Reference: Using Chat Transcripts To Guide Usability Testing And Improve Web Design, Kate E. Wimer
Decoding Virtual Reference: Using Chat Transcripts To Guide Usability Testing And Improve Web Design, Kate E. Wimer
Library and Information Science: Capstone Projects
This paper seeks to support user-centered library website design by exploring a low-effort strategy for identifying patron needs and the natural language used to describe them. The literature review cross-references library literature on chat reference with broader studies on website navigation and cognitive modeling, and briefly reviews other studies that have used chat transcript analysis as a usability tool. Word count analysis of two terms of chat reference transcripts showed several trends in patron language, particularly highlighting the benefits of usage-based navigational design. Recommendations for further usability testing are offered, as is an analysis of the method as a starting …
The Good, The Bad, But Mostly The Ugly: Adherence To Rusa Guidelines During Encounters With Inappropriate Behavior Online, Jack M. Maness, Sarah Naper, Jayati Chaudhuri
The Good, The Bad, But Mostly The Ugly: Adherence To Rusa Guidelines During Encounters With Inappropriate Behavior Online, Jack M. Maness, Sarah Naper, Jayati Chaudhuri
University Libraries: Faculty Scholarship
Using a scoring rubric based on RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers, librarians’ performance in 106 chat reference transcripts in which a patron was determined to be acting inappropriately were compared to 90 randomly chosen transcripts from the same time period in which no inappropriate behavior was identified. Librarians serving appropriately behaving patrons scored significantly better on two of five major dimensions of the RUSA Guidelines. Recommendations for librarians serving inappropriately behaving patrons and for improving the three of the five major dimensions are given.
A Linguistic Analysis Of Chat Reference Conversations With 18–24-Year-Old College Students, Jack M. Maness
A Linguistic Analysis Of Chat Reference Conversations With 18–24-Year-Old College Students, Jack M. Maness
University Libraries: Faculty Scholarship
Thirty-one chat reference conversations were linguistically analyzed, compared to twenty-three instant messaging (IM) conversations held between students, and further correlated to students’ satisfaction with the reference interaction. Conversations between librarians and students in chat reference are more formal than those solely involving students, and the use of some linguistic patterns are correlated to user satisfaction.