Why users choose chat: A survey of behavior and motivations

Internet Reference Services Quarterly

Volumn 10, Issue 1, 2005, Pages 29-46

  Ward, David ^a,b  

^a UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

^b RUSA ^*  (United States)

Author keywords

Chat; Online; Reference; User behavior; User survey; Virtual

Indexed keywords

EID: 33645735543     PISSN: 10875301     EISSN: 15404749     Source Type: Journal    
DOI: 10.1300/J136v10n01_03     Document Type: Review

References (17)

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3. Nancy Van House, Beth T. Weil, and Charles R. McClure, Measuring Academic Library Performance, A Practical Approach (Chicago: American Library Association, 1990).
4. Pauline Shostack and others, AskERIC Marketing Survey, January 2000, 〈www.askeric.org/Qa/survey00.html〉 ERIC Clearinghouse on Information and Technology at Syracuse University, Accessed November 24th, 2003.
5. R. David Lankes and Pauline Shostack, "The Necessity of Real-Time: Fact and Fiction in Digital Reference System," Reference & User Services Quarterly 41 (Summer 2002): 350-355.
6. McClure et al., Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures, (Syracuse, N. Y.: Information Institute of Syracuse, School of Information Studies, Syracuse University; Tallahassee, Fla.: School of Information Studies, Information Use Management and Policy Institute, Florida State University, 2002).
7. Bernie Sloan, MyWebLibrarian: A Report on Patterns of System Use and User Satisfaction, August 3, 2003, 〈http://alexia.lis.uiuc.edu/~b-sloan/mwl- report.htm〉. Accessed November 24th, 2003.
8. Kim Guenther, "Know Thy Remote Users," Computers in Libraries, 21 (April 2001): 52-54.
9. Jo Bell Whitlatch, Evaluating Reference Services: A Practical Approach, (Chicago: American Library Association, 2000), 30.
10. Van House, Weil, and McClure, 28.
11. Susan C. Curtis, "Listening to Generation X," Journal of Educational Media and Library Sciences, 38 (December 2000): 122-132.
12. Susan C. Curtis, "Listening to Generation X," Journal of Educational Media and Library Sciences, 38 (2000): 122-132. Ibid.
13. Lankes and Shostack (2002), 352.
14. Sloan (2003).
15. Mignon Adams and Richard M. Dougherty, "How Useful Is Your Homepage? A Quick and Practical Approach to Evaluating a Library's Web Site," College & Research Libraries News, 63 (September 2002): 590-592.
16. Mary S. Laskowski, "The Role of Technology in Research: Perspectives from Students and Instructors," portal: Libraries and the Academy, 2 (April 2002): 305-319.
17. Wells, Catherine A. "Location, Location, Location: The Importance of Placement of the Chat Request Button," Reference and User Services Quarterly, 43 (Winter 2003): 133-137.