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Download full textBarrett, Kathryn; Logan, Judith; Pagotto, Sabina; Greenberg, Amy – Communications in Information Literacy, 2020
This study investigated 299 chat reference interactions from an academic library consortium for instances of teaching and compared these against other characteristics of the chat, such as question content, staff type, user status, user satisfaction, institutional affiliation, length, and shift busyness. Statistical analysis revealed that teaching…
Descriptors: User Satisfaction (Information), Library Services, Academic Libraries, Computer Mediated Communication
Direct linkBarrett, Kathryn; Greenberg, Amy – Journal of Library & Information Services in Distance Learning, 2018
Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate…
Descriptors: Library Services, Reference Services, Student Employment, Student Personnel Workers
