Chat Reference Analysis to Determine Accuracy and Staffing Needs at One Academic Library

KATE FULLER; NANCY H. DRYDEN

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Chat Reference Analysis to Determine Accuracy and Staffing Needs at One Academic Library

机译：Chat Reference Analysis to Determine Accuracy and Staffing Needs at One Academic Library

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摘要

This study focuses on the evaluation of one year of chat reference transcripts at the University of Connecticut (UConn) Libraries. Over 3,000 session transcripts were examined and coded to determine type, accuracy, instruction, and escalation of questions received through our chat reference service to identify potential staffing and training needs. The findings reveal that the librarians providing virtual reference services are extremely accurate in their answers (93), but the type of questions received and the rate of referral to other staff and services indicate a potential need for more and varied staffing and training solutions.

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来源
《Internet reference services quarterly》 |2015年第4期|163-181|共19页
作者
KATE FULLER; NANCY H. DRYDEN;
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作者单位

Homer Babbidge Library, University of Connecticut-Storrs, Storrs, Connecticut, USA;

Jeremy Richard Library, University of Connecticut–Stamford, Stamford, Connecticut, USA;

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原文格式 PDF
正文语种英语
中图分类计算技术、计算机技术;
关键词
virtual reference; assessment; staffing; academic libraries-reference services; transcript analysis;

Chat Reference Analysis to Determine Accuracy and Staffing Needs at One Academic Library

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