Usage and user analysis of a real-time digital reference service

Reference Librarian

Volumn 38, Issue 79-80, 2003, Pages 183-200

  Broughton, Kelly M ^a  

^a BOWLING GREEN STATE UNIVERSITY   (United States)

Author keywords

Academic libraries; Digital reference service; Use statistics; User satisfaction

Indexed keywords

EID: 85010540300     PISSN: 02763877     EISSN: 15411117     Source Type: Journal    
DOI: 10.1300/J120v38n79_12     Document Type: Article

References (11)

1. Bowling Green State University. Office of Institutional Research. (2002). BGSU Fact Book 2002-2003. http://www.bgsu.edu/offices/ir/factbook/coverpage.htm (February 27, 2003).
2. Bowling Green State University. Office of Institutional Research. (2002). "Student Life." Common Data Set, Fall 2002. http://www.bgsu.edu/offices/ir/cds/studentlife.htm. (February 27, 2003).
3. Broughton, K. (2001). "Our Experiment in Online, Real-Time Reference." Computers in Libraries, 21(4): 26-31.
4. Foley, M. (2002). "Instant Messaging Reference in an Academic Library: A Case Study." College and Research Libraries 63(1): 36-45.
5. Granfield, D. (2002). McConnell Funding Project Final Report. A Digital Reference Service for a Digital Library: Chat Technology in a Remote Reference Service. May 15. http://www.ryerson.ca/library/ask/McConnell.pdf (March 3, 2003).
6. Katz, W.A. (1987). "Reference Questions." Introduction to Reference Work, Volume I: Basic Information Sources. 5th ed. Boston: McGraw-Hill, pp. 11-16.
7. Kibbee, J., D. Ward, and W. Ma. (2002). "Virtual Service, Real Data: Results of a Pilot Study." Reference Services Review 31(1): 25-36.
8. Marsteller, M. and P. Neuhaus. (2001). The Chat Reference Experience at Carnegie Mellon University. Presentation at American Library Association Annual Conference, http://www.contrib.andrew.cmu.edu/-matthewm/ALA_2001_chat.html (March 6, 2003).
9. Ruppel, M. and J. C. Fagan. (2002). "Instant Messaging Reference: Users' Evaluation of Library Chat." Reference Services Review 30(3): 183-197.
10. Sears, J. (2001). "Chat Reference Service: An Analysis of One Semester's Data." Issues in Science and Technology Librarianship. 32. http://www.library.ucsb.edu/istl/01-fall/article2.html (November 26, 2001).
11. Sloan, B. (2001). Ready for Reference: Academic Libraries Offer Live Web-Based Reference. Evaluating System Use. July 11. http://www.lis.uiuc.edu/-b-sloan/r4r.final.htm (December 5, 2001).