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Internet Reference Services Quarterly Volume 11, 2007 - Issue 4
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Original Articles

A Window into Our Patron's Needs

Analyzing Data from Chat Transcripts

Van Houlson University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
,
Kate McCready University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
&
Carla Steinberg Pfahl University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
Pages 19-39 | Received 13 Dec 2005, Accepted 09 May 2006, Published online: 12 Oct 2008

References

  • Arnold , Julie and Kaske , Neal . 2005 . Evaluating the quality of a chat service . Portal: Libraries & the Academy , 5 ( 2 ) : 177 – 193 .
  • Bennett , Denise B. , Cenzer , Pamela S. and Kirk , Paul . 2004 . A class assignment requiring chat-based reference . Reference & User Services Quarterly , 44 ( 2 ) : 149 – 163 .
  • Broughton , Kelly M. 2002 . Usage and user analysis of a real-time digital reference service . Reference Librarian , 79/80 : 183 – 200 .
  • De Groote , S. L. , Dorsch , J. L. , Collard , S. and Scherrer , C. 2005 . Quantifying cooperation: Collaborative digital reference service in the large academic library . College & Research Libraries , 66 ( 5 ) : 436 – 454 .
  • Ellis , Lisa A. 2004 . Approaches to teaching through digital reference . Reference Services Review , 32 ( 2 ) : 103 – 119 .
  • Hayslett , Michele M. and Wildemuth , Barbara M. 2004 . Pixels or pencils? The relative effectiveness of Web-based versus paper surveys . Library & Information Science Research , 26 ( 1 ) : 73 – 93 .
  • Jensen , Bruce. 2004 . The case for non-intrusive research: A virtual reference librarian's perspective . Reference Librarian , 85 : 139 – 149 .
  • Katz , William A. 2003 . Digital reference services , Binghamton, NY : Haworth Information Press .
  • Kibbee , Josephine Z. , Ward , David H. and Ma , Wei . 2002 . Virtual service, real data: Results of a pilot study . Reference Services Review , 30 ( 1 ) : 25 – 36 .
  • Marsteller , Matthew R. and Mizzy , Danianne . 2003 . Exploring the synchronous digital reference interaction for query types, question negotiation, and patron response . Internet Reference Services Quarterly , 8 ( 1/2 ) : 149 – 165 .
  • McClure , Charles R. 2002 . Statistics, measures, and quality standards for assessing digital reference library services: guidelines and procedures , Syracuse, N.Y. : Information Institute of Syracuse, Syracuse University; School of Information Studies, Florida State University . Tallahassee, Fla
  • Ronan , Jan and Turner , Carol . 2002 . Chat reference , Washington, D.C. : Association of College and Research Libraries .
  • Sears , JoAnn. 2001 . Chat reference service: An analysis of one semester's data. Issues in Science and Technology Librarianship , 32 Fall http://www.istl.org/01-fall/article2.html
  • Ward , David. 2005 . Measuring the completeness of reference transactions in online chats: Results of an unobtrusive study . Reference & User Services Quarterly , 44 ( 1 ) : 46 – 51 .
  • Whitlatch , Jo B. 2001 . Evaluating reference services in the electronic age . Library Trends , 50 ( 2 ) : 207 – 217 .

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