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Chatting without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service
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Eastman, Teagan; Hyde, McKenzie; Strand, Katie; Wishkoski, Rachel – Journal of Library & Information Services in Distance Learning, 2019
As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…
Descriptors: Academic Libraries, Library Services, Reference Services, Computer Mediated Communication
Finding the Real Information Need: An Evaluation of Reference Negotiation Skills.
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Ricks, Thomas; And Others – Public Libraries, 1991
Discussion of reference question negotiation by librarians focuses on a study at the Orem (Utah) Public Library that was conducted to determine how frequently the reference staff negotiated questions, how frequently negotiated questions received correct answers, and what verbal and nonverbal communication skills led to correct answers. (five…
Descriptors: Librarians, Library Services, Nonverbal Communication, Public Libraries
Utilization of CD-ROM Reference Products by Reference Librarians in Public Libraries in Arizona, Colorado, New Mexico, and Utah.
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Titus, Lori – 1992
A survey of the reference departments of public libraries in Arizona, Colorado, New Mexico, and Utah was conducted to determine whether CD-ROM products are being used in routine reference work. Previous literature on CD-ROM had primarily been concerned with the response to and acceptance of the technology by patrons. A stratified sample of public…
Descriptors: Information Systems, Information Utilization, Librarians, Library Surveys