Measuring quality in chat reference consortia: A comparative analysis of responses to users' queries

College and Research Libraries

Volumn 70, Issue 1, 2009, Pages 71-84

  Meert, Deborah L ^a   Given, Lisa M ^b  

^a MCGILL UNIVERSITY   (Canada)

^b UNIVERSITY OF ALBERTA   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 59649097016     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.70.1.71     Document Type: Article

References (29)

1. Jana Ronan and Carol Turner, Chat Reference. Washington, D.C.: Association of Research Libraries (2002).
2. Fran Wilson and Jacki Keys, "AskNow! Evaluating an Australian Collaborative Chat Reference Service: A Project Manager's Perspective," Australian Academic and Research Libraries 35 (June 2004): 81-94.
3. Edana McCaffrey Cichanowicz, "Live Reference Chat from a Customer Service Perspective," Internet Reference Services Quarterly 8, no. 1/2 (2003): 28.
4. Corey M. Johnson, "Online Chat Reference: Survey Results from Affiliates of Two Universities," Reference and User Services Quarterly 43, no. 3 (2004): 238.
5. Marshal Breeding, "Providing Virtual Reference Service," Information Today 18 (Apr. 2001): 42-43; Johnson, "Online Chat Reference."
6. Ian J. Lee, "Do Virtual Reference Librarians Dream of Digital Reference Questions? A Qualitative and Quantitative Analysis of Email and Chat Reference," Australian Academic and Research Libraries 35 (June 2004): 95.
7. Lee, "Do Reference Librarians Dream of Digital Reference Questions?"
8. Steve McKinzie, "Virtual Reference: Overrated, Inflated, and Not Even Real," Charleston Advisor 4 (Oct. 2002): 56.
9. Kathy Dempsey, "Here's Your Guide to VR: Use it to Stay Relevant," Computers in Libraries 23 (Apr. 2003): 6.
10. Laura Jacobi, "Chatting at Gallaudet," Library Journal 129 (Spring 2004): 3.
11. Wilson and Keys, "AskNow!," 81-94.
12. Karen Ciccone and Amy VanScoy, "Managing an Established Virtual Reference Service," Internet Reference Services Quarterly 8, no. 1/2 (2003): 95-105.
13. Ibid.
14. Cichanowicz, "Live Reference Chat."
15. Johnson, "Online Chat Reference," 237-47.
16. Ciccone and VanScoy, "Managing an Established Service."
17. Julie Arnold and Neal Kaske, "Evaluating the Quality of a Chat Service," Libraries and the Academy 5.2 (2005) 177-93;
18. Marilyn Domas White, Eileen G. Abels, and Neal K. Kaske, "Evaluation of Chat Reference Service Quality," D-Lib Magazine 9, no. 2 (Feb. 2003), available online at www.dlib.org/dlib/february03/white/02white.html [Accessed 3 February 2008].
19. Wilson and Keys, "AskNow!" 81-94.
20. David Ward, "Measuring the Completeness of Reference Transactions in Online Chats: Results of an Unobtrusive Study," Reference and User Services Quarterly 44, no. 1 (2004): 46-56.
21. Johnson, "Online Chat Reference."
22. Ronan, "Staffing Real-time," 33.
23. Marie Radford, "Hmmm...Just a Moment While I Keep Looking: Interpersonal Communication in Chat Reference," RUSA 10th Annual Reference Research Forum (2004), available online at www.ala.org/ala/rusa/ rusaourassoc/rusasections/rss/rsssection/rsscomm/rssresstat/2004refreschfrm.cfm [Accessed 10 December 2007];
24. Marie Radford, "In Synch? Evaluating Chat Reference Transcripts," Virtual Reference Desk: 5th Annual Digital Reference Conference (2003), available online at www.webjunction.org/do/ DisplayContent/jsessionid=F3D25772218194BEB7652D4CFD1AE98F?id=12664 [Accessed 10 December 2007];
25. Marie Radford, "Yo Dude! YRU Typin So Slow?" Virtual Reference Desk: 6th Annual Digital Reference Conference (2004), available online at www.webjunction.org/do/DisplayContent?id=12497 [Accessed 10 December 2007].
26. Radford, "In Synch?"
27. Kathryn Arbuckle, Wanda Quoika-Stanka, and Kathy West, Reference Management Standards. Edmonton: University of Alberta Libraries (2005).
28. Ciccone and VanScoy, "Managing an Established Service"; Cichanowicz, "Live Reference Chat."
29. Ronan, "Staffing Real Time"; Johnson, "Online Chat Reference"; Tenopir, "Rethinking."