Reference transaction handoffs: Factors affecting the transition from chat to e-mail

Reference and User Services Quarterly

Volumn 47, Issue 3, 2008, Pages 230-241

  Wikoff, Nora ^a,b  

^a WASHINGTON UNIVERSITY IN ST LOUIS   (United States)

^b University City Public Library   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 44449126681     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: 10.5860/rusq.47n3.230     Document Type: Article

References (30)

1. David S. Carter, "Hurry Up and Wait: Observations and Tips About the Practice of Chat Reference," The Reference Librarian nos. 79/80 (2002/2003): 113-20;
2. Susan McGlamery and Michael McClennen, "QRC: Integrating Live Chat with Email Follow-Up in a Collaborative Reference Service," Paper presented at the Virtual Reference Desk 5th Annual Digital Reference Conference, San Antonio, TX, November 17-18, 2003.
3. Jeffrey Pomerantz and Charles McClure, "Evaluation of a Statewide Collaborative Chat-Based Reference Service: Approaches and Directions," in Proceedings of the 67th Annual Meeting of the American Society for Information Science and Technology, ed. Linda Schamber and Carol L. Barry (Medford. N.J.: Information Today, 2004), 102-09.
4. Roy Tennant, "Revisiting Digital Reference," Library Journal 128, no. 1 (2003): 38-39.
5. USC Annenberg School Center for the Digital Future, "The Digital Future Report: Surveying the Digital Future, Year Four," (Los Angeles: University of Southern California, 2004).
6. John W. Fritch and Scott B. Mandernack, "The Emerging Reference Paradigm: A Vision of Reference Services in a Complex Information Environment," Library Trends 50, no. 2 (Fall 2001): 300.
7. Brenda Bailey-Hainer, "Virtual Reference: Alive and Well,"Library Journal 130, no. 1 (January 2005): 46-47.
8. Ibid.
9. Steve Coffman, Going Live: Starting and Running a Virtual Reference Service (Chicago: American Library Association, 2003);
10. Jeanne Crisp, LSTA Statewide Leadership Project Plan for 2004-2005: Collaborative Virtual Reference Pilot Project, http://ncknows.org/ ncvrplan04-05.pdf (accessed April 4, 2006).
11. John Suler, "The Psychology of Cyberspace: Psychological Dynamics of Online Synchronous Conversations in Text-Driven Environments," http://users.rider.edu/~suler/psycyber/texttalk.html (accessed April 13, 2006)
12. Bill Katz, "Digital Reference: An Overview," The Reference Librarian, nos. 79/80 (2002/2003): 1-17.
13. Joseph Janes and C. Hill, "Finger on the Pulse: Librarians Describe Evolving Reference Practice in an Increasingly Digital World," Reference & User Services Quarterly 42, no. 1 (Fall 2002): 54-65.
14. Ibid.
15. Joseph Janes, "Digital Reference: Reference Librarians' Experiences and Attitudes," Journal of the American Society for Information Science and Technology 53, no. 7 (2002): 549-66.
16. Ibid.
17. Wendy Diamond and Barbara Pease, "Digital Reference: A Case Study of Question Types in an Academic Library," Reference Services Review 29, no. 3 (2001): 217.
18. Janes, "Digital Reference."
19. Katz, "Digital Reference," 3.
20. William A. Katz. Introduction to Reference Work, Vol. 2, Reference Services and Reference Processes, 8th ed. (Boston: McGraw-Hill, 2002): 129.
21. Matthew R. Marsteller and Danianne Mizzy, "Exploring the Synchronous Digital Reference Interaction for Query Types, Question Negotiation, and Patron Response," Internet Reference Services Quarterly 8, nos. 1/2 (2003): 159.
22. David Ward, "Measuring the Completeness of Reference Transactions in Online Chats: Results of an Unobtrusive Study," Reference & User Services Quarterly 44, no. 1 (Fall 2004): 45-56;
23. Marsteller and Mizzy, "Exploring the Synchronous Digital."
24. Ward, "Measuring the Completeness."
25. Ibid.
26. Anne G. Lipow, The Virtual Reference Librarian's Handbook (Berkeley: Library Solutions Press, 2003; New York; Neal Schuman ), 151.
27. Barney G. Glaser and Anselm L. Strauss, The Discovery of Grounded Theory: Strategies for Qualitative Research (Chicago: Aldine, 1967).
28. NCknows librarian, e-mail to the author, Mar. 15, 2005.
29. NCknows librarian, e-mail to the author, Aug. 9, 2005.
30. Langdon Winner, The Whale and the Reactor: A Search for Limits in an Age of High Technology (Chicago: University of Chicago Press, 1989), 6.