Library and Information Science Commons^™

Does Proactivity Drive Use? Understanding Growth In Chat Reference Services, David A. Hurley, Adrienne Warner

University Libraries & Learning Sciences Faculty and Staff Publications

Libraries that implement trigger-initiated proactive chat reference services see substantial increases in the number and complexity of reference transactions. However, it is not clear if this growth is a result of something inherent to proactivity, or other factors such as increased awareness of the service. To investigate this, we compare usage during periods with and without proactivity in databases in which our chat reference service is established. Steep and immediate increases when proactivity is enabled and sharp declines when it is disabled suggests that proactivity itself is driving the changes. We recommend human computer interaction (HCI) and user experience (UX) …

Our Year Of Remote Reference: Covid19’S Impact On Reference Services And Librarians, Sarah B. Cohn, Rebecca Hyams

Publications and Research

After a full year of providing fully remote library reference due to the COVID-19 pandemic campus closures, this exploratory study looks at reference practices of libraries, and librarian response to those practices, at a large, urban, public university. This article focuses on the impact COVID-19 had on reference services themselves, as well as the perceptions of those who provide them.

Marginalia No. 42, Merrill-Cazier Library, Utah State University

Marginalia

• Library Outreach, page 2
• Friends of Merrill-Cazier Library, page 4
• Nephi Craig, page 5
• A World Transformed, page 6
• The Latinx Cultural Center, page 8
• New Acquisitions, page 9
• Regional Campuses, page 10
• Cache Valley Library Association, page 11

Conceptual And Procedural Knowledge: A Framework For Analyzing Point-Of-Need Information Literacy Instruction, Amy Vanscoy

Communications in Information Literacy

The information literacy instruction (ILI) that occurs during a spontaneous information interaction, such as at the reference desk, is not clearly defined and not extensively researched. It differs, however, from classroom ILI, with its lesson plans, carefully considered learning outcomes, and planned learning activities. This paper uses the framework of conceptual and procedural knowledge, drawn from education research, to analyze point-of-need ILI. Digital reference transcripts were analyzed using this framework, and examples of ILI from the transcripts were categorized to make sense of how conceptual and procedural knowledge manifest in point-of-need ILI. This conceptual/procedural focus acknowledges the unique context of …

Algorithmic Accountability, Ai, Transparency, & Text Analysis Assessment Panel, Susan [Gardner] Archambault, Alexander Justice

Susan Gardner Archambault

Online Chat Reference: Question Type And The Implication For Staffing In A Large Academic Library, Debbie Meert-Williston, Rachel Sandieson

Western Libraries Publications

This study investigated the types of questions asked in an academic online reference chat service to ascertain the level of library staff expertise needed to answer the questions. The transcripts from a large academic library were analyzed to determine both the type of questions asked, and the complexity of the reference questions asked. The data showed that 75% of the questions asked were non-reference, 17% of the questions asked were ready-reference, and 8.6% of the questions asked were in-depth or complex reference questions. Library staff with the capacity to answer both circulation and general reference questions would have the optimum …

Shall We Chat? A Statistical Case Study Of Chat Reference Utilization, Jiebei Luo

Jiebei Luo

PurposeThis paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions. Design/methodology/approach Two statistical methods are used, namely, the difference-in-differences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference. Findings This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. …

Shall We Chat? A Statistical Case Study Of Chat Reference Utilization, Jiebei Luo

Library

Purpose
This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions.
Design/methodology/approach
Two statistical methods are used, namely, the difference-in-differences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference.
Findings
This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service …

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 …

Let’S Chat: Assessing Virtual Reference Service For Optimal User Experience, Heidi Gauder, Margaret Barkley

Heidi Gauder

Both librarians and student employees staff our virtual reference service, so ensuring consistent and quality chat transactions is important. Sample transcripts from fall 2014 were evaluated, and a fall 2015 follow-up analysis reviewed service improvement efforts. This poster will highlight how a simple scale can be used to assess virtual reference service.

Let’S Chat: Assessing Virtual Reference Service For Optimal User Experience, Heidi Gauder, Margaret Barkley

Roesch Library Faculty Presentations

Both librarians and student employees staff our virtual reference service, so ensuring consistent and quality chat transactions is important. Sample transcripts from fall 2014 were evaluated, and a fall 2015 follow-up analysis reviewed service improvement efforts. This poster will highlight how a simple scale can be used to assess virtual reference service.

Hello, I'M A Librarian From Cwu: Promoting Chat Reference Through Instruction, Stacy Taylor, Elizabeth Brown

Library Scholarship

No abstract provided.

Improving Reference Service With Evidence, Bonnie R. Nelson

Publications and Research

As part of an assessment process, reference statistics in an academic library were examined over a twenty-year period and revealed steep declines in the numbers of reference questions asked. To attempt to halt or reverse this slide a number of interventions were attempted, including improved signage, outreach to patrons, and increased availability of chat reference. Increasing chat reference was clearly effective; the other interventions showed more modest success.

Ask This Librarian: Integrating Library Tools Into The Online Learning Environment, Molly Beestrum, Kerri Willette

LOEX Conference Proceedings 2010

In order to reach learners where they already are, this project integrated LibGuides into two learning management systems using an embeddable widget. Moving the library resources into the students digital home - the LMS - rather than only providing resources within the library organization, we achieved a more user-centered service. Two disparate technologies were used: 1) LibGuides for creating the course guides, and 2) the widget, which is HMTL code that was added to an LMS (Moodle and JICS) and displayed in the course page.

Course Guides (using LibGuides) were created for four pilot course partners. Guides were tailored for …

Should Chat Reference Be Staffed By Librarians? An Assessment Of Chat Reference At An Academic Library Using Libstats, Patricia Bravender, Colleen Lyon, Anthony Molaro

Patricia Bravender

This study analyzes 1,557 chat reference questions received at Grand Valley State University Libraries over four semesters to determine the quantity and nature of the questions. Results indicated that use of chat reference was low and that less than a quarter of chat questions required a librarian to answer. The cost of a librarian answering a chat question ranged from $37 to $439 per question. The findings suggest that assigning chat reference to trained reference assistants will not affect patron service and that it is not cost effective to use reference librarians to answer chat questions.

Cn U Hlp? Collaborative Chat Reference And Instruction, Gayatri Singh, Kenneth Furuta

LOEX Conference Proceedings 2008

Not only has the use of chat reference created new learning spaces, studies have shown that instruction regularly occurs during the virtual interactions. However, these studies have focused on a single institution’s experience and do not address the additional challenges faced by a consortium of libraries. Ask a UC Librarian, staffed by seven of the ten University of California campuses, is an example of a consortium exploring this new learning space together. We will present the challenges, rewards, and what we have learned in building a supportive literacy learning environment that provides instruction to students via collaborative chat reference.

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.

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 Publications and Presentations

Using a scoring rubric based on RUSA’s “Guidelines for Behavioral Performance of Reference and Information Service Providers” (RUSA Guidelines), 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 two affected dimensions are given.

The Im Cometh: The Future Of Chat Reference, Stephen Francoeur

Publications and Research

No abstract provided.

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.

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

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.

A Historical Overview Of Internet Reference Services For Distance Learners, Anne Marie Casey

Publications

The advent of library services and collections on the Internet revolutionized reference services to students enrolled in distance learning programs. Prior to the Internet, reference librarians who supported distance learning programs had few methods, and many of them costly, to provide the equivalent library services advocated by the ACRL Guidelines. Through the Internet, these librarians were able to approximate the services and resources that had always been available to students who came into the library. This article describes the development of reference services on the Internet in a variety of libraries that support distance learners.

Developing A Chat Reference Training Program, J. Cory Tucker

Library Faculty Publications

In the last few years, chat reference services have been implemented by public, college and university libraries. One important aspect of the chat reference service is library staff training. Literature shows that this is a vital step in offering a chat reference service. Library staff need to be well-trained in areas of chatting, reference interviewing in a digital environment and using electronic resources, such as the Internet and databases. This article discusses the chat reference training program at the University of Nevada, Las Vegas. The following text provides an outline for establishing a chat training program including planning, organization, implementation …

Lacuny Executive Council Meeting Minutes, March 2001, Lacuny

Meeting Minutes

No abstract provided.