Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians

Reference Librarian

Volumn 51, Issue 1, 2009, Pages 53-68

  Ward, Joyce ^a   Barbier, Patricia ^b  

^a Winter Park Public Library   (United States)

^b ST PETERSBURG COLLEGE   (United States)

Author keywords

Chat reference; Chat reference communication problems; Chat reference technical problems; Chat transcripts; Non Intrusive chat reference study; Reference interview; Virtual reference librarian survey

Indexed keywords

EID: 77951609133     PISSN: 02763877     EISSN: 15411117     Source Type: Journal    
DOI: 10.1080/02763870903361854     Document Type: Article

References (9)

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5. Jensen, Bruce. 2004. The case for non-intrusive research: A virtual reference librarian's perspective. The Reference Librarian 85: 139-49.
6. Reference and User Services Association. 2003. Guidelines for behavioral performance of reference and information service providers. http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm (accessed September 1, 2009).
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8. White, Marilyn Domas, Eileen G. Abels, and Neal Kaske. 2003. Evaluation of chat reference service quality. D-Lib 9, no. 2: 1-13. http://www.dlib.org/dlib/february03/white/02white.html (accessed September 1, 2009).
9. Wikoff, Nora. 2008. Reference transaction handoffs: Factors affecting the transition from chat to e-mail. Reference & User Services Quarterly 47, no. 3: 230-41.