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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
Oleksiyenko, Anatoly – Higher Education Policy, 2015
Universities traverse epistemic, sectoral and geopolitical boundaries with increasing frequency, but along the way encounter challenges in mitigating unequal capacities, soaring costs and proprietary concerns. The bridging of disparate stakeholder interests requires an enormous effort, as research policies, institutional norms and organizational…
Descriptors: Access to Education, Partnerships in Education, Research and Development, Educational Quality
