References
- Berndt-Morris, E., & Minnis, S. M. (2014). The chat is coming from inside the house: An analysis of perceived chat behavior and reality. Journal of Library & Information Services in Distance Learning, 8(3-4), 168–180. https://doi.org/10.1080/1533290X.2014.945833
- Code release: New LibCal, LibAnswers, LibGuides, LibStaffer, LibCRM & LibInsight features coming your way! (2020). June 26). Springshare Blog. https://blog.springshare.com/2020/06/26/code-release-new-libcal-libanswers-libguides-libstaffer-libcrm-libinsight-features-coming-your-way/
- Eastman, T., Hyde, M., Strand, K., & Wishkoski, R. (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), 1–282. https://doi.org/10.1080/1533290X.2019.1577784
- Hinton, D., & McGill, L. (2001). Chat to a librarian: 21st century reference for distance learners. VINE, 31(1), 59–64. https://doi.org/10.1108/03055720010803835
- Kern, M. K. (2004). Chat it up! Extending reference services to assist off-campus students. Journal of Library Administration, 41(1-2), 217–226. https://doi.org/10.1300/J111v41n01_16
- Mungin, M. (2017). Stats don’t tell the whole story: Using qualitative data analysis of chat reference transcripts to assess and improve services. Journal of Library & Information Services in Distance Learning, 11(1-2), 25–36. https://doi.org/10.1080/1533290X.2016.1223965
- Office of Institutional Research. (2020). Fact book 2019. [West Chester University]. https://www.wcupa.edu/viceProvost/institutionalResearch/documents/Factbook%202019.pdf
- Rawson, J., Davis, M. A., Harding, J., & Miller, C. (2013). Virtual reference at a global university: An analysis of patron and question type. Journal of Library & Information Services in Distance Learning, 7(1/2), 93–97. https://doi.org/10.1080/1533290X.2012.705624isof Patron and Question Type
- Reference & User Services Association (RUSA). (2013). Guidelines for behavioral performance of reference and information service providers. http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
- Warner, A. (2019). Sliding across the database divide with proactive chat help. In the Library with the Lead Pipe. http://www.inthelibrarywiththeleadpipe.org/2019/proactive-chat/
- Zhuo, F., Love, M., Norwood, S., & Massia, K. (2006). Applying RUSA guidelines in the analysis of chat reference transcripts. College & Undergraduate Libraries, 13(1), 75–88. https://doi.org/10.1300/J106v13n01_09