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ABSTRACTAs staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models. 相似文献
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《Library & information science research》2002,24(3):251-263
A secondary analysis of a user survey administered in 13 public libraries examined user ratings of reference services by transaction type. Transaction type is defined dichotomously as self-generated (users transacting questions they have determined for themselves) or imposed (agent users in the library seeking information on behalf of someone else). Users with self-generated questions rated library services lower than did users with imposed questions. Both groups rated the library experience lower than their reference desk experience, and imposed queries were responsible for proportionately higher “first time” use of the reference desk. No significant difference existed between groups for ratings of finding useful information in the library, finding everything wanted in the library visit, frequency of library use, or levels of attained formal education. There were significant differences found for ratings of the reference librarian's service behaviors, user satisfaction with reference service, and frequency of reference desk use. 相似文献
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《The Journal of Academic Librarianship》2020,46(2):102134
This study analyzes over 4500 chat interactions to understand how proactivity and research context affect use of proactive chat. Quantitative and qualitative analyses show patrons ask questions that are both more complex and more likely to relate to a research need when proactively approached in research databases. The availability of proactive chat in databases results in a greater frequency and greater proportion of research related questions. Results suggest that proactive chat in databases represents an important area for expanding library reference services. 相似文献
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This article presents results of a study of library-related posts on Yik Yak, a former social media app, and questions received via more traditional library-maintained virtual reference service platforms—namely, chat/instant messaging, SMS/text messaging, email, and LibAnswers' Query Spy—at College of Charleston's Addlestone Library. Based on an analysis of the results, suggestions are made for using social media tools similar to Yik Yak as a tool for interacting with patrons in academic library settings, specifically as a means to gather feedback about the library and to provide basic reference services. 相似文献
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《Library & information science research》2006,28(3):350-373
The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs. 相似文献
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通过调查我国省级公共图书馆的网络表单服务，发现各馆回答问题的每月平均数量从0．6个到562．6个不等，回答时间平均为2天12．6小时；通过提出事实性问题、研究性问题、超服务范围三类问题，调查者发现对事实性问题回答时间最快，质量最好；协作式网络的总体服务质量要优于单个图书馆提供的服务质量。 相似文献
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《College & Undergraduate Libraries》2013,20(3):63-85
ABSTRACT Since the implementation of its instant messaging reference service in the 2000-2001 academic year, the librarians at the University at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week during the fall and spring semesters, supplements the traditional face-to-face and e-mail reference services available at UB. Real-time reference using AOL Instant Messenger addresses the expectations of a well-informed population of UB users comfortable with the conveniences enjoyed via the Internet, such as file sharing and instant messaging. Librarians at UB use Instant Librarian to their advantage by employing active learning techniques, while answering both simple and complex questions. A chat session is a unique way to reach a patron who normally would not come into the library for help. In the chatroom, the librarian creates a positive teaching environment, prompting repeat visits and even in-person follow-up research consultations. This paper describes the nuts and bolts of UB's chat reference service and illustrates ways UB librarians attempt to incorporate teaching strategies within the online environment. The first section discusses issues such as staff training, technology/software problems, marketing/publicity matters, and the methodology and purpose of a user survey. The second section addresses the instruction element of UB's Instant Librarian. Librarians take advantage of the online environment to promote self-directed learning. The paper also includes a literature review highlighting published articles, books, and surveys that examine the significant facets of a real-time reference service. 相似文献
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《The Reference Librarian》2013,54(79-80):157-161
Summary One of real-time chat reference's strengths is the options it gives the librarian in terms of answering questions. Librarians can use text chat, send over a Web page (push pages), or let a patron watch them work over their computers. Options come with a price, though-transaction speed. While most librarians work from a speedy connection, patrons chatting with them are probably using slower dial-up connections. Chat software features are expanding quicker than most patrons can handle, so now it's time to focus on how to best serve the most patrons, instead of inadvertently catering to a select group of technologically savvy patrons with fast computers. Text chat is an excellent way to make sure the most patrons get the best results from real-time reference chats. 相似文献
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基于提问内容分析的数字参考咨询需求研究 总被引：3，自引：0，他引：3
用户参考咨询提问是其信息需求和服务期望的直接映射,并已成为国外图书馆界常规分析对象.本文以用户参考咨询提问为直接分析对象,采取内容分析法,以提问词、学科主题、需求形式、提问原因、回复情况等为分析单元,对提问数据展开语法、语义和语用三层次分析.发现数字参考咨询提问以职业领域内主题为主,并开始呈现出寻求知识服务的特征,但各类提问的回答效率有明显落差.从而证明假设:用户提问所映射的服务期望与公共图书馆数字化参考咨询服务努力基本一致,但其具体内容需求和形式需求结构呈现一定特征.论文最后提出了三点推论. 相似文献
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Lori Northrup 《College & Undergraduate Libraries》2013,20(3):357-363
ABSTRACT Virtual reference using chat or instant messaging clients (IM) has become an expected service offering for libraries seeking to cater to today's Web 2.0 patrons. The use of chat aggregators to monitor multiple accounts in one interface allows libraries to reach a wider audience of IM/chat users. Embedding chat widgets into library Web pages can further increase chat reference use because it allows patrons without IM/chat experience or accounts to reach librarians seamlessly. This article reviews the use of aggregator software for chat reference monitoring, examines the popularity of the MeeboMe! chat widget for embedded virtual reference and briefly describes the experiences and recommendations of librarians at Samford University Library as they have implemented its use. 相似文献
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《Public Services Quarterly》2013,9(2):29-41
Abstract Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. 相似文献
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《图书馆管理杂志》2013,53(1-2):217-226
Abstract A virtual reference service is likely to attract both on-campus and off-campus students and providing one service for all users can extend the hours of availability to all students. The needs of these two student populations may differ and off-campus users may present some specific challenges to the reference staff. While some libraries do have a specified distance education librarian, it is unlikely at many institutions that there will be reference staff dedicated only to answering questions from off-campus students. Reference services for off-campus students do present special issues about which general reference staff may not be aware. With awareness of these challenges and proper training, an existing virtual reference service can be extended (or improved) to help off-campus students, or a new chat service can be developed with the objective to assist all user groups with equal success. 相似文献
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《The Reference Librarian》2013,54(75-76):149-161
Summary Problem patrons are not a phenomenon exclusive to the public library arena. Academic libraries have throughout time had their own share of difficult patrons. This article focuses on problem patrons and reference staff in the academic library with a particular focus on electronic equipment and resources, particularly the Internet. Issues include viewing of pornographic images by patrons, plagiarism and the librarian's role, use of e-mail and chat, and cell phone use in the reference area. 相似文献
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《College & Undergraduate Libraries》2013,20(4):117-127
Abstract Researchers performed a cost and benefit analysis of the University of South Florida's locally controlled chat service and compared the results to the advantages and expenses associated with a chat consortium. An evaluation of chat sessions revealed that a substantial portion of the inquiries received relate to university-specific interests. In addition to the local nature of chat questions, library staff used USF statistics to estimate the staffing, software, and training costs of the current chat reference service. The collaborative service under consideration involves both additional costs and benefits. A final decision, however, requires an in-depth assessment of several factors. Supplementary factors in this examination include a brief history of USF virtual reference service and the current trends in instant messaging that support the continuance of chat reference. 相似文献
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网络问答社区与联合参考咨询比较与评价 总被引：3，自引：1，他引：2
为改善Web20环境下图书馆的参考咨询服务,借鉴网络问答社区的咨询服务模式,采用对比分析与问答实验的方法,对网络问答社区与联合参考咨询的运行机制、咨询内容、个性化服务等内容进行调研;对经济学、文学和图书馆学3个领域的事实性问题、列举性问题、定义性问题、探索性问题等4类问题的回答质量与效率进行评价。实验结果表明,网络社区的回复数量多,响应速度快,而参考咨询系统更擅长事实性问题的解答。联合参考咨询应借鉴网络问答社区多样化的运作机制和有效的回答问题方式。IPL2的服务理念值得在参考咨询系统中推广。表10。参考文献19。 相似文献
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《College & Undergraduate Libraries》2013,20(4):75-95
Abstract As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project. 相似文献