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Ref Type: Journal Article

Authors: Broughton,Kelly M.,

Title: Usage and user analysis of a real-time digital reference service

Publication Full: The Reference Librarian

Year: 2003 Volume: 38 Issue: 79/80

Start Page: 183 Other Pages: 200

Descriptors: ELECTRONIC reference services (Libraries), ELECTRONIC reference sources, REAL-time data processing, LIBRARY users, ACADEMIC libraries, BOWLING Green State University (Bowling Green, Ohio),


This paper presents the results of a use analysis and the results of a user survey of Bowling Green State University Libraries' "Chat with a Librarian" service for the academic year 2001-2002. When appropriate, the results are compared with the results of other libraries' services. Information examined includes when and from where users ask questions via the services, how users find out about the service, and what types of questions the users ask, the status and affiliation of the users, and user satisfaction with the service. Most of this information can be compared to findings from at least one other academic library's study of a somewhat similar service. With a few exceptions, the findings are similar from service to service. [ABSTRACT FROM AUTHOR]; Copyright of Reference Librarian is the property of Haworth Press and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)


M3: Article; Broughton, Kelly M. 1; Email Address: kmoore@bgnet.bgsu.edu; Affiliations: 1: Jerome Library, University Libraries, Bowling Green State University, OH Source Info: 2002/2003, Vol. 38 Issue 79/80, p183; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: ELECTRONIC reference sources; Thesaurus Term: REAL-time data processing; Thesaurus Term: LIBRARY users; Thesaurus Term: ACADEMIC libraries; Subject Term: BOWLING Green State University (Bowling Green, Ohio); Number of Pages: 18p; Illustrations: 1 chart, 9 graphs. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Haworth Press

Place Of Publication: NULL

Issn Isbn: 2763877