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Direct linkLogan, Judith; Barrett, Kathryn; Pagotto, Sabina – College & Research Libraries, 2019
This study aims to identify factors and behaviors associated with user dissatisfaction with a chat reference interaction to provide chat operators with suggestions of behaviors to avoid. The researchers examined 473 transcripts from an academic chat reference consortium from June to December 2016. Transcripts were coded for 13 behaviors that were…
Descriptors: User Satisfaction (Information), Computer Mediated Communication, Reference Services, Intonation
