Measuring the completeness of reference transactions in online chats: Results of an unobtrusive study

Reference and User Services Quarterly

Volumn 44, Issue 1, 2004, Pages 46-56

  Ward, David ^a  

^a UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 8844253977     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (29)

1. Marc Meola and Sam Stormont, Starting and Operating Live Virtual Reference Services (New York: Neal-Schuman, 2001), 145.
2. Wendy Diamond and Barbara Pease, "Digital Reference: A Case Study of Question Types in an Academic Library," Reference Services Review 29, no. 3 (2000): 213.
3. Ibid., 218.
4. Jo Bell Whitlatch, Evaluating Reference Services: A Practical Guide (Chicago: American Library Association, 2000), 9.
5. Bill Katz and Ruth A. Fraley, eds., Evaluation of Reference Services (New York: Haworth Press, 1984).
6. Douglas L. Zweizig, "Tailoring Measures to Fit Your Service: A Guide for the Manager of Reference Services," in Evaluation of Reference Services, ed. Bill Katz and Ruth A. Fraley (New York: Haworth Press, 1984), 55.
7. Peter Hernon and Charles McClure, Unobtrusive Testing and Library Reference (Norwood, N.J.: Ablex Pub., 1987), 22.
8. Peter Hernon and Charles McClure, "Unobtrusive Reference Testing: The 55 Percent Rule," Library Journal 111 (Apr. 15, 1986): 37-41.
9. Ralph Gers and Lillie J. Seward, "Improving Reference Service: Results of a Statewide Survey," Library Journal 110 (Nov. 1, 1985): 32-35.
10. David A. Tyckoson, "Wrong Question, Wrong Answers: Behavioral vs. Factual Evaluation of Reference Service," The Reference Librarian, no. 38 (1992): 158.
11. "Guidelines for Behavioral Performance of Reference and Information Services Professionals," RQ 36 (Winter 1996): 200-3.
12. Abby S. Kasowitz et al., "Facets of Quality for K-12 Digital Reference Services," Oct. 1999. Accessed June 30, 2003, www.vrd.org/training/facets.html.
13. Abby S. Kasowitz, Blythe Bennett, and R. David Lankes, "Quality Standards for Digital Reference Consortia," Reference & User Services Quarterly 39 (Summer 2000): 355-63.
14. Ibid., 358.
15. Charles McClure et al., Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures (Syracuse, N. Y.: Information Institute of Syracuse, School of Information Studies, Syracuse University, 2002).
16. Peter Hernon and Charles McClure, Unobtrusive Testing and Library Reference.
17. Thomas Childers, The Effectiveness of Information Services in Public Libraries: Suffolk County: Final Report (Philadelphia: Drexel University, School of Library and Information Science, 1978).
18. Melissa Gross, "The Imposed Query: Implications for Library Service Evaluation," Reference & User Services Quarterly 37 (Spring 1998): 290-99.
19. Marilyn Domas White, Eileen Abels, and Neil Kaske, "Evaluation of Chat Reference Service Quality," D-LIB 9 (Feb. 2003). Accessed June 30, 2003, www.dlib.org/dlib/february03/white/02white.html.
20. David Carter and Joseph Janes, "Unobtrusive Data Analysis of Digital Reference Questions and Service at the Internet Public Library: An Exploratory Study," Library Trends 49 (Fall 2000): 251-65.
21. Childers, The Effectiveness of Information Services in Public Libraries, 5.
22. Catherine S. Ross and Patricia Dewdney, "Negative Closure: Strategies and Counter-Strategies in the Reference Transaction," Reference & User Services Quarterly 38 (Winter 1998): 151.
23. "Guidelines for Behavioral Performance of Reference and Information Services Professionals," 202.
24. I b i d.
25. Beth Woodard, "The Effectiveness of an Information Desk Staffed by Graduate Students and Nonprofessionals," College & Research Libraries 50 (July 1989): 455-67.
26. Hernon and McClure, "Unobtrusive Reference Testing: The 55 Percent Rule."
27. White et al., "Evaluation of Chat Reference Service Quality."
28. McClure et al., Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services; Charles McClure, "Output Measures, Unobtrusive Testing, and Assessing the Quality of Reference Services," in Evaluation of Reference Services, ed. Bill Katz and Ruth A. Fraley (New York: Haworth Press, 1984), 219.
29. McClure et al., Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services; Charles McClure, "Output Measures, Unobtrusive Testing, and Assessing the Quality of Reference Services," in Evaluation of Reference Services, ed. Bill Katz and Ruth A. Fraley (New York: Haworth Press, 1984), 219.