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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
Lopata, Cynthia – Proceedings of the ASIS Annual Meeting, 1991
Describes preliminary results of a longitudinal study that examined implementation of an automated library system in a three-college consortium, focusing on technical services departments. Mutual adaptation research and factors affecting implementation are discussed. Findings on organizational issues, changes in work and workflow, role changes,…
Descriptors: Academic Libraries, Adoption (Ideas), Change, Consortia
