Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type

2007 ◽  
Vol 29 (1) ◽  
pp. 70-91 ◽  
Author(s):  
Nahyun Kwon
Keyword(s):  
Question Answering ◽  
Public Library ◽  
Question Type ◽  
Chat Reference ◽  
Reference Service

scholarly journals Collaborative Chat Reference Service Effectiveness Varies by Question Type for Public Library Patrons

2008 ◽  
Vol 3 (1) ◽  
pp. 72 ◽  
Author(s):  
Stephanie Hall
Keyword(s):  
Content Analysis ◽  
User Satisfaction ◽  
Public Library ◽  
Question Type ◽  
Virtual Reference ◽  
Chat Reference ◽  
Significant Difference ◽  
Reference Service ◽  
Non Local ◽  
Research Questions

A review of: Kwon, Nahyun. "Public Library Patrons' Use of Collaborative Chat Reference Service: The Effectiveness of Question Answering by Question Type." Library & Information Science Research 29.1 (Mar. 2007): 70-91. Objective – To assess the effectiveness of a collaborative chat reference service in answering different types of question. Specifically, the study compares the degree of answer completion and the level of user satisfaction for simple factual questions vs. more in-depth subject-based reference questions, and for ‘local’ (pertaining to a particular library) and non-local questions. Design – Content analysis of 415 transcripts of reference transactions, which were also compared to corresponding user satisfaction survey results. Setting – An online collaborative reference service offered by a large public library system (33 branch and regional locations). This service is part of the Metropolitan Co-operative Library System: a virtual reference consortium of U.S. libraries (public, academic, special, and corporate) that provides 24/7 service. Subjects – Reference librarians from around the U.S. (49 different libraries), and users logging into the service via the public library system’s portal (primarily patrons of the 49 libraries). Method – Content analysis was used to evaluate virtual reference transcripts recorded between January and June, 2004. Reliability was enhanced through triangulation, with researchers comparing the content analysis of each transcript against the results of a voluntary exit survey. Of 1,387 transactions that occurred during the period of study, 420 users completed the survey and these formed the basis of the study, apart from 5 transactions that were omitted because the questions were incomprehensible. Questions were examined and assigned to five categories: “simple, factual questions; subject-based research questions; resource access questions; circulation-related questions; and local library information inquiries” (80-81). Answers were classed as either “completely answered, partially answered or unanswered, referred, and problematic endings” (82). Lastly, user satisfaction was surveyed on three measures: satisfaction with the answer, perceived staff quality, and willingness to return. In general, the methods used were clearly described and appeared reliable. Main results – Distribution of question types: By far the largest group of questions were circulation-related (48.9%), with subject-based research questions coming next (25.8%), then simple factual questions (9.6%), resource access questions (8.9%), and local library information inquiries (6.8%). Effectiveness of chat reference service by question type: No statistically significant difference was found between simple factual questions and subject-based research questions in terms of answer completeness and user satisfaction. However, a statistically significant difference was found when comparing ‘local’ (circulation and local library information questions) and ‘non-local’ (simple factual and subject-based research questions), with both satisfaction and answer completeness being lower for local questions. Conclusions – The suggestion that chat reference may not be as appropriate for in-depth, subject-based research questions as it is for simple factual questions is not supported by this research. In fact, the author notes that “subject-based research questions, when answered, were answered as completely as factual questions and found to be the question type that gives the greatest satisfaction to the patrons among all question types” (86). Lower satisfaction and answer completion were found among local vs. non-local queries. Additionally, there appeared to be some confusion among patrons about the nature of the collaborative service – they often assumed that the librarian answering their question was from their local library. The author suggests some form of triage to direct local questions to the appropriate venue from the outset, thus avoiding confusion and unnecessary referrals. The emergence of repetitive questions also signalled the need for the development of FAQs for chat reference staff and the incorporation of such questions into chat reference training.

Transformation of public library websites in Indonesia

2018 ◽  
Vol 35 (8) ◽  
pp. 10-14
Author(s):  
Nove E. Variant Anna
Keyword(s):  
Public Library ◽  
External Information ◽  
Digital Collections ◽  
Content Type ◽  
Chat Reference ◽  
Reference Service ◽  
The Creation ◽  
Portal Website ◽  
Library Websites ◽  
Knowledge Portal

Purpose This paper aims to observe the province’s public library websites in Indonesia and to give some recommendation about knowledge portal website that can support the creation and invention of knowledge. Design/methodology/approach Data and information were gathered by observing library websites at the provincial level to see the digital survey and collection. This survey includes 34 province public library websites in the period from August 1 to 15, 2017. As the survey focuses on the availability of online digital collections, availability of digital services such as the user can have conversation with the librarian through a chat reference service, the availability of trusted external information sources, the availability of user forums for discussion. Findings The result of the research showed that the public library websites in Indonesia are still static (less interactive) and only give standard information about the library services, its operational hours, contact numbers and their collection. According to the result, it is recommended for every public library transforms its website into a knowledge portal website that can give a real and direct effect to the users, especially in the creation of innovation. Originality/value This paper also recommends a framework for a knowledge portal that includes e-resources, user needs, partnership, internet resources, integrated OPAC and collaboration. A survey on a library website is rarely conducted in Indonesia; therefore, this result will be beneficial for developing library websites.

scholarly journals Analysis of Question Type Can Help Inform Chat Staffing Decisions

2020 ◽  
Vol 15 (2) ◽  
pp. 156-158
Author(s):  
Heather MacDonald
Keyword(s):  
Content Analysis ◽  
Academic Library ◽  
Question Type ◽  
General Reference ◽  
Online Chat ◽  
Chat Reference ◽  
Reference Service ◽  
High Level

A Review of: Meert-Williston, D., & Sandieson, R. (2019). Online Chat Reference: Question Type and the Implication for Staffing in a Large Academic Library. The Reference Librarian, 60(1), 51-61. http://www.tandfonline.com/doi/full/10.1080/02763877.2018.1515688 Abstract Objective – Determine the type of online chat questions to help inform staffing decisions for chat reference service considering their library’s service mandate. Design – Content analysis of consortial online chat questions. Setting – Large academic library in Canada. Subjects – Analysis included 2,734 chat question transcripts. Methods – The authors analyzed chat question transcripts from patrons at the institution for the period of time from September 2013 to August 2014.  The authors coded transcripts by question type using a coding tool created by the authors. For transcripts that fit more than one question type, the authors chose the most prominent type. Main Results – The authors coded the chat questions as follows: service (51%), reference (25%), citation (9%), technology (7%), and miscellaneous (8%). The majority of service questions were informational, followed by account related questions.  Most of the reference chat questions were ready reference with only 16% (4% of the total number of chat questions) being in-depth. After removing miscellaneous questions, those that required a high level of expertise (in-depth reference, instructional, copyright, or citation) equaled 19%. Conclusion – At this institution, one in five chat questions needed a high level of expertise.  Library assistants with sufficient expertise could effectively answer circulation and general reference questions.  With training they could triage complex questions.  

scholarly journals Local Users, Consortial Providers: Seeking Points of Dissatisfaction with a Collaborative Virtual Reference Service

2019 ◽  
Vol 14 (4) ◽  
pp. 2-20
Author(s):  
Kathryn Barrett ◽  
Sabina Pagotto
Keyword(s):  
Academic Library ◽  
Binary Logistic Regression ◽  
Question Type ◽  
Significant Variable ◽  
Service Model ◽  
Chi Square ◽  
Chat Reference ◽  
Operator Type ◽  
Reference Service ◽  
Service Closure

Abstract Objective – Researchers at an academic library consortium examined whether the service model, staffing choices, and policies of its chat reference service were associated with user dissatisfaction, aiming to identify areas where the collaboration is successful and areas which could be improved. Methods – The researchers examined transcripts, metadata, and survey results from 473 chat interactions originating from 13 universities between June and December 2016. Transcripts were coded for user, operator, and question type; mismatches between the chat operator and user’s institutions, and reveals of such a mismatch; how busy the shift was; proximity to the end of a shift or service closure; and reveals of such aspects of scheduling. Chi-square tests and a binary logistic regression were performed to compare variables to user dissatisfaction. Results – There were no significant relationships between user dissatisfaction and user type, question type, institutional mismatch, busy shifts, chats initiated near the end of a shift or service closure time, or reveals about aspects of scheduling. However, revealing an institutional mismatch was correlated with user dissatisfaction. Operator type was also a significant variable; users expressed less dissatisfaction with graduate student staff hired by the consortium. Conclusions – The study largely reaffirmed the consortium’s service model, staffing practices, and policies. Users are not dissatisfied with the service received from chat operators at partner institutions, or by service provided by non-librarians. Current policies for scheduling, handling shift changes, and service closure are appropriate, but best practices related to disclosing institutional mismatches may need to be changed. This exercise demonstrates that institutions can trust the consortium with their local users’ needs, and underscores the need for periodic service review.

Planning for Multilingual Chat Reference Service in a Suburban Public Library System

2004 ◽  
Vol 41 (85) ◽  
pp. 115-126 ◽  
Author(s):  
Edana McCaffery Cichanowicz ◽  
Nan Chen
Keyword(s):  
Public Library ◽  
Library System ◽  
Chat Reference ◽  
Reference Service

scholarly journals Reference Desk Employees Need Both Research Knowledge and Technical Skills for Successful Reference Transactions

2014 ◽  
Vol 9 (4) ◽  
pp. 55
Author(s):  
Lisa Shen
Keyword(s):  
Public Library ◽  
Question Type ◽  
San Jose ◽  
Research Knowledge ◽  
Design Data ◽  
Library Administration ◽  
Library Journal ◽  
Reference Service ◽  
Research Questions ◽  
Essential Knowledge

A Review of: Chan, E. K. (2014). Analyzing recorded transactions to extrapolate the required knowledge, skills, and abilities of reference desk providers at an urban, academic/public library. Journal of Library Administration, 54(1), 23-32. doi:10.1080/01920836.2014.893113 Abstract Objective – To determine the essential knowledge and skills required by reference positions serving academic and public library patrons. Design – Data analysis of recorded reference transactions using author-created categories. Setting – The reference desk of a joint academic and public library in downtown San José, California. Subjects – A total of 9,683 in-person and phone reference transactions recorded between August 20 and December 29, 2012. Methods – All reference transactions recorded in the tracking software Gimlet during the fall 2012 semester were downloaded and analyzed in Excel using 17 author-created reference service categories. Of the original 13,827 transaction entries, 4,135 were eliminated because the actual reference questions, an optional entry in Gimlet, were not recorded. Thus these transactions could not be properly categorized for analysis. Main Results – The most frequently occurred type of reference transaction (16.6%, or 1,607 out of 9,683) out of the 17 categories was assistance for printing, copying, scanning, and wireless network assistance. The next most regularly recorded categories were catalog searching for non-known items (15.0%) and general research (10.9%), which included formulating research questions and selecting the appropriate resources for searching. When clustering the 17 reference question categories into 4 broader thematic groups, “research-oriented assistance,” including question categories for catalog searching and general research, emerged as the most common question type (31.7%). Technical and equipment assistance (30.8%) was the second most popular category group, followed by facility and policy questions (19.2%), and quick search requests (18.3%). Conclusion – The study findings suggest that successful reference desk transactions would require library employees to master research knowledge as well as technical computer and equipment skills.

Evaluating a Chat Reference Service at the University of South Alabama's Baugh Biomedical Library

2006 ◽  
Vol 2 (2-3) ◽  
pp. 107-125 ◽  
Author(s):  
Clista C. Clanton ◽  
Geneva B. Staggs ◽  
Thomas L. Williams
Keyword(s):  
Chat Reference ◽  
Reference Service ◽  
The University

Keepers of Men Need Keepers of Books

1972 ◽  
Vol 18 (3) ◽  
pp. 271-283
Author(s):  
Lesta Norris Burt
Keyword(s):  
Public Library ◽  
Library Services ◽  
Correctional Institution ◽  
State Prison ◽  
Minimum Standards ◽  
Part Time ◽  
Reference Service

Libraries do not receive much stress in correction textbooks, and librarians are not ordinarily scheduled as speakers at correctional conferences or published in correctional journals. For these reasons and because good library services are not generally available in state prison libraries across the nation, administrators may not be aware of the advantages a good library and librarian can offer. A survey of the fifty state institutional library consultants concerning adult correctional institution libraries resulted in forty-two replies representing 223 major libraries and 202 camp libraries. As of the winter of 1970, librarians holding masters' degrees or bachelors' degrees plus school certification served full- or part-time in fifty-eight libraries in twenty-nine states. There were 955,154 volumes in the libraries in the reporting states; however, many of the books were described as old, outdated, or unsuitable. To meet minimum standards, there should have been 1,422,580 books of quality. The lack of qualified librarians together with inadequate budgets has resulted in uncatalogued, unclassified collections, insufficient discarding, poor staff libraries, a shortage of related staff services, and a lack of reference service, reading guidance, book discussions, writers' groups, and other library-sponsored activities. Information was also gathered on public library assistance to institutions, bookmobiles, inmate access to shelves, and separate rooms for reading, listening, and viewing.

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