Evaluating the quality of a chat service

Portal

Volumn 5, Issue 2, 2005, Pages 177-193

  Arnold, Julie ^a   Kaske, Neal ^b  

^a University at Maryland   (United States)

^b UNIVERSITY OF MARYLAND   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 18744362443     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: 10.1353/pla.2005.0017     Document Type: Article

References (18)

1. John V. Richardson, Jr. "Reference Is Better Than We Thought," Library Journal 127, 7 (April 15, 2003): 41-2;
2. Peter Hernon and Charles R. McClure, "Unobtrusive Reference Testing," Library Journal 111, 7 (April 15, 1986): 37-41;
3. and Neal K. Kaske and Julie Arnold, "An Unobtrusive Evaluation of Online Real Time Library Reference Services (presentation, Library Research Roundtable, American Library Association Conference, Atlanta, GA, June 15, 2002), http://www.lib.umd.edu/groups/digref/kaskearnoldunobtrusive.html (accessed January 11, 2005).
4. Marilyn Domas White, Eileen G. Abels, and Neal K. Kaske, "Evaluation of Chat Reference Service Quality: Pilot Study," D-Lib Magazine 9, 2 (February 2003), http://www.dlib.org/ dlib/february03/02contents.html (accessed January 11, 2005).
5. I b i d.
6. Bruce Jensen, "The Case for Non-Intrusive Research: A Virtual Reference Librarian's Perspective," The Reference Librarian 41, 85 (2004): 139-49.
7. R. David Lankes, Digital Reference Research Agenda (November 15, 2003) http:// quartz.syr.edu/symposium/agenda.html (accessed January 11, 2005).
8. David S. Carter and Joseph Janes, "Unobtrusive Data Analysis of Digital Reference Questions and Service at the Internet Public Library: An Exploratory Study," Library Trends 49, 2 (Fall 2000): 251-65.
9. R. David Lankes, Melissa Gross, and Charles McClure, "Cost, Statistics, Measures, and Standards for Digital Reference Services: A Preliminary View," Library Trends 51, 3 (Winter 2003): 401-13.
10. Kaske and Arnold, "Lessons Learned by Chat Service Providers Regarding the Quality and Type of Service Provided" (presentation, "Reference Roundup," VRD Conference, San Antonio, TX, November 17-18, 2003), http://www.vrd.org/conf-train.shtml (accessed February 3, 2005);
11. Matthew R. Marsteller, et al., "Exploring the Synchronous Digital Reference Interaction for Query Types, Question Negotiation, and Patron Response," Internet Reference Services Quarterly 8, 1/2 (2003): 149-65.
12. Kaske and Arnold, "An Unobtrusive Evaluation."
13. William A. Katz, Introduction to Reference Work, vol. 1, Reference Services and Reference Processes, 7th ed. (New York: McGraw Hill, 1997); Marsteller, et al.
14. Katz, 15.
15. Ibid., 15-6.
16. Ibid., 16.
17. Ibid., 17.
18. Matthew L. Saxton and John V. Richardson, Jr., Understanding Reference Transactions: Transforming an Art into a Science (San Diego: Academic Press, 2002).