Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries

Autor/in	Dempsey, Paula R.
Titel	Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries
Quelle	In: College & Research Libraries, 78 (2017) 7, S.898-919 (22 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0010-0870
Schlagwörter	Delivery Systems; College Libraries; Comparative Analysis; Reference Services; Library Instruction; Transcripts (Written Records); Synchronous Communication; Computer Mediated Communication; Referral; Institutional Characteristics; Teaching Styles; Staff Role; Qualitative Research + Suchen Sie Ihr Suchwort? Auslieferung; College; Library; Libraries; Hochschule; Fachhochschule; Bibliothek; Universitätsbibliothek; Literaturdienst; Bibliotheksverzeichnis; Computerkonferenz; Lehrstil; Unterrichtsstil; Qualitative Forschung
Abstract	This study investigates how reference staff at two libraries balance teaching with resource delivery in live chat reference. Analysis of 410 transcripts from one week shows that one library tends to deliver more resources from a wider range of database suggestions, to take more time in chat interactions, and to incorporate more teaching behavior with specific resource links. Two possible reasons for these differences are reference policies and staffing models: one library states that chat is for brief factual questions and monitors chat from a public service point; the other does not state a policy and monitors chat from private offices. Findings are important for staffing responsively, developing effective research guides, and improving teaching in online reference. (As Provided).
Anmerkungen	Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. e-mail: acrl@ala.org; Web site: http://crl.acrl.org
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01