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Internet Reference Services Quarterly Volume 20, 2015 - Issue 3-4
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Original Articles

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

Kate FullerHomer Babbidge Library, University of Connecticut-Storrs, Storrs, Connecticut, USACorrespondence[email protected]
&
Nancy H. DrydenJeremy Richard Library, University of Connecticut–Stamford, Stamford, Connecticut, USA
Pages 163-181 | Published online: 23 Dec 2015

Citations (17)

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Adebowale Jeremy Adetayo, Mutiat Yewande Salvador, Wosilat Omolara Oyeniyi & Yetunde Omodele Oladipo. (2023) Mobile Instant Messaging for Reference Queries Post COVID-19. The Reference Librarian 64:1, pages 17-34.
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Sarah Cohn & Rebecca Hyams. (2021) Our Year of Remote Reference: COVID19’s Impact on Reference Services and Librarians. Internet Reference Services Quarterly 25:4, pages 127-144.
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Sheeji Kathuria. (2021) Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID. Internet Reference Services Quarterly 25:3, pages 107-119.
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John P. Bourgeois & Rebecca Bealer. (2020) Analysis of Chat Conversations between Two Semesters after the Implementation of New Electronic Services at an Academic Health Sciences Center. Journal of Electronic Resources in Medical Libraries 17:1-2, pages 1-15.
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Teagan Eastman, McKenzie Hyde, Katie Strand & Rachel Wishkoski. (2019) Chatting Without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service. Journal of Library & Information Services in Distance Learning 13:3, pages 262-282.
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Dharini Baskaran. (2019) Chat Ref Analysis—Exploring and Analyzing Chat Reference Transcripts Specifically Relating to Acquisitions and Discovery. Serials Review 45:3, pages 132-136.
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Pamela J. Howard. (2019) Can Academic Library Instant Message Transcripts Provide Documentation of Undergraduate Student Success?. Journal of Web Librarianship 13:1, pages 61-87.
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Debbie Meert-Williston & Rachel Sandieson. (2019) Online Chat Reference: Question Type and the Implication for Staffing in a Large Academic Library. The Reference Librarian 60:1, pages 51-61.
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Kathryn Barrett & Amy Greenberg. (2018) Student-Staffed Virtual Reference Services: How to Meet the Training Challenge. Journal of Library & Information Services in Distance Learning 12:3-4, pages 101-119.
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Wenli Gao, Irene Ke & Lisa Martin. (2018) Using Consultation Data to Guide Data Services Training for Liaison Librarians. Journal of Library Administration 58:6, pages 583-596.
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Joseph Lenkart, Alexandra Krogman & David Ward. (2017) Beyond Satisfaction: Investigating Patron Use of Reference Information. Internet Reference Services Quarterly 22:1, pages 1-24.
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Vera J. Lux & Linda Rich. (2016) Can Student Assistants Effectively Provide Chat Reference Services? Student Transcripts vs. Librarian Transcripts. Internet Reference Services Quarterly 21:3-4, pages 115-139.
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Articles from other publishers (5)

Emy Nelson Decker & Karen Chapman. (2021) Launching chat service during the pandemic: inaugurating a new public service under emergency conditions. Reference Services Review.
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Jason M. Vance. (2018) Mining reference chat transcripts to analyze noise complaints. Reference Services Review 46:4, pages 578-586.
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Thomas Stieve & Niamh Wallace. (2018) Chatting while you work. Reference Services Review 46:4, pages 587-599.
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David Ward & JoAnn Jacoby. (2018) A rubric and methodology for benchmarking referral goals. Reference Services Review 46:1, pages 110-127.
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Kelsey Keyes & Ellie Dworak. (2017) Staffing Chat Reference with Undergraduate Student Assistants at an Academic Library: A Standards-Based Assessment. The Journal of Academic Librarianship 43:6, pages 469-478.
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