References
- Bunnett, B., Boehme, A., Hardin, S., Arvin, S., Evans, K., Huey, P., & LaBella, C. (2016). Where did the reference desk go? Transforming staff and space to meet user needs. Journal of Access Services, 13(2), 66–79. https://doi.org/https://doi.org/10.1080/15367967.2016.1161517
- Connaway, L. S., Dickey, T. J., & Radford, M. L. (2011). “If it is too inconvenient I’m not going after it:” Convenience as a critical factor in information-seeking behaviors. Library & Information Science Research, 33(3), 179–190. https://doi.org/https://doi.org/10.1016/j.lisr.2010.12.002
- Copenhaver, K., & Koclanes, A. (2016). Impact of web-scale discovery on reference inquiry. Reference Services Review, 44(3), 266–281. https://doi.org/https://doi.org/10.1108/RSR-11-2015-0046
- Epstein, M. (2018). That thing is so annoying: How proactive chat helps us reach more users. College & Research Libraries News, 79(8), 436. https://doi.org/https://doi.org/10.5860/crln.79.8.436
- Gerlich, B. K. (n.d.). Some institutions piloting the READ scale. READ Scale Research Web Site.
- Gerlich, B. K., & Berard, G. L. (2007). Introducing the READ Scale: Qualitative statistics for academic reference services. Georgia Library Quarterly, 43(4), 4. https://digitalcommons.kennesaw.edu/glq/vol43/iss4/4
- Hamlett, A., & Georgas, H. (2019). In the wake of discovery: Student perceptions, integration, and instructional design. Journal of Web Librarianship, 13(3), 1–16. https://doi.org/https://doi.org/10.1080/19322909.2019.1598919
- Horowitz, L. R., Flanagan, P. A., & Helman, D. L. (2005). The viability of live online reference: An assessment. portal: Libraries and the Academy, 5(2), 239–258. https://doi.org/https://doi.org/10.1353/pla.2005.0027
- Imler, B. B., Garcia, K. R., & Clements, N. (2016). Are reference pop-up widgets welcome or annoying? A usability study. Reference Services Review, 44(3), 282–291. https://doi.org/https://doi.org/10.1108/RSR-11-2015-0049
- Kemp, J. H., Ellis, C. L., & Maloney, K. (2015). Standing by to help: Transforming online reference with a proactive chat system. The Journal of Academic Librarianship, 41(6), 764–770. https://doi.org/https://doi.org/10.1016/j.acalib.2015.08.018
- Maloney, K., & Kemp, J. H. (2015). Changes in reference question complexity following the implementation of a proactive chat system: Implications for practice. College & Research Libraries, 76(7), 959–974. https://doi.org/https://doi.org/10.5860/crl.76.7.959
- Naylor, S., Stoffel, B., & Van Der Laan, S. (2008). Why isn’t our chat reference used more? Finding of focus group discussions with undergraduate students. Reference & User Services Quarterly, 47(4), 342–354. https://doi.org/https://doi.org/10.5860/rusq.47n4.342
- Pyburn, L. L. (2019). Implementing a proactive chat widget in an academic library. Journal of Library & Information Services in Distance Learning, 13(1–2), 115–128. https://doi.org/https://doi.org/10.1080/1533290X.2018.1499245
- Radford, M. L., & Kern, M. K. (2006). A multiple-case study investigation of the discontinuation of nine chat reference services. Library & Information Science Research, 28(4), 521–547. https://doi.org/https://doi.org/10.1016/j.lisr.2006.10.001
- Rich, L., & Lux, V. (2018). Reaching additional users with proactive chat. The Reference Librarian, 59(1), 23–34. https://doi.org/https://doi.org/10.1080/02763877.2017.1352556
- Saunders, L., Rozaklis, L., & Abels, E. G. (2014). Repositioning reference: New methods and new services for a new age. Rowman & Littlefield.
- Smith, M. M., & Pietraszewski, B. A. (2004). Enabling the roving reference librarian: Wireless access with tablet PCs. Reference Services Review, 32(3), 249–255. https://doi.org/https://doi.org/10.1108/00907320410553650
- Warner, A., Hurley, D. A., Wheeler, J., & Quinn, T. (2020). Proactive chat in research databases: Inviting new and different questions. The Journal of Academic Librarianship, 46(2), 102134. https://doi.org/https://doi.org/10.1016/j.acalib.2020.102134
- Zhang, J., & Mayer, N. (2014). Proactive chat reference: Getting in the users’ space. College & Research Libraries News, 75(4), 202–205. https://doi.org/https://doi.org/10.5860/crln.75.4.9107