Coding into the great unknown: Analyzing instant messaging session transcripts to identify user behaviors and measure quality of service

College and Research Libraries

Volumn 71, Issue 4, 2010, Pages 361-373

  Maximiek, Sarah ^a   Rushton, Erin ^a   Brown, Elizabeth ^a  

^a BINGHAMTON UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79952097145     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl-48r1     Document Type: Article

References (15)

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2. Peter Hernon and Charles R. McClure, Unobtrusive Testing and Library Reference Services (Norwood, N.J.: Ablex, 1987).
3. JoAnn Sears, "Chat Reference Service: An Analysis of One Semester's Data," Issues in Science and Technology Librarianship 32 (2001): 200-06.
4. Ian J. Lee, "Do Virtual Reference Librarians Dream of Digital Reference Questions? A Qualitative and Quantitative Analysis of E-mail and Chat Reference," Australian Academic and Research Libraries 35, no. 2 (2004): 95-109.
5. Julie Arnold and Neil Kaske, "Evaluating the Quality of a Chat Service," portal: Libraries & the Academy 5, no. 2 (2005): 177-93. (Pubitemid 40678191)
6. Jenna Ryan, Alice L. Daughtery, and Emily C. Mauldin, "Exploring the LSU Libraries' Virtual Reference Transcripts: An Analysis," Electronic Journal of Academic & Special Librarianship 7, no. 3 (2006): 1.
7. Pnina Shachaf and Sarah M. Horowitz, "Virtual Reference Service Evaluation: Adherence to RUSA Behavioral Guideline and IFLA Digital Reference Guidelines," Library and Information Science Research 30, no. 2 (2008): 122-37.
8. Christina Desai and Stephanie J. Graves, "Instruction via Instant Messaging Reference: What's Happening," The Electronic Library 4, no. 2 (2006): 174-89. (Pubitemid 44026951)
9. Daniel G. Kipnis and Gary E. Kaplan, "Analysis and Lessons Learned Instituting an Instant Messaging Reference Service at an Academic Health Sciences Library: The First Year," Medical Reference Services Quarterly 27, no. 1 (2008): 33-51.
10. William A. Katz, Introduction to Reference Work, 7th ed. (New York: McGraw Hill, 1992).
11. Arnold and Kaske, "Evaluating the Quality of a Chat Service."
12. RUSA RSS Management of Reference Committee, Guidelines for the Behavioral Performance of Reference and Information Service Providers, June 2004. Available online at www.ala.org/Template.cfm?Section=Home&template=/ ContentManagement/ContentDisplay.cfm&ContentID=26937. [Accessed 18 March 2009].
13. Peter Hernon and Charles R. McClure, "Unobtrusive Testing: The 55% Rule," Library Journal 111, no. 7 (1986): 37-41.
14. Wyoma Van Duinkerken, Jane Stephens, and Karen I. MacDonald, "The Chat Reference Interview: Seeking Evidence Based on RUSA's Guidelines: A Case Study at Texas A&M University Libraries," New Library World 110, nos. 3/4 (2009): 107-21.
15. Bernie Sloan, E-mail to Library Reference Issues electronic mailing list (Re: How to help frustrated searchers), May 10, 2005.