Full Record – Author

Ref Type: Journal Article

Authors: Cichanowicz,Edana McCaffery,

Title: Live reference chat from a customer service perspective

Publication Full: Internet Reference Services Quarterly

Year: 2003 Volume: 8 Issue: 2-Jan

Start Page: 27 Other Pages: 32

Descriptors: COOPERATIVE collection development (Libraries), REFERENCE librarians, REFERENCE services (Libraries), CUSTOMER relations, INFORMATION services, CUSTOMER services, QUALITY of service, CONSUMER satisfaction, collaborative reference systems, models, Point of service, realtime reference, scheduling, staffing, Suffolk Cooperative Library System,


Suffolk Cooperative Library System has been constructing a digital reference infrastructure predicated on the question “How will this work at the point of service?” In 2000, Suffolk added a live chat reference service in order to better assist patrons at the digital point of service. Staffing, hours, and other administrative decisions were tested against patron needs. This article describes the development process and discusses software selection and development issues with regard to patron needs. [ABSTRACT FROM PUBLISHER]; Copyright of Internet Reference Services Quarterly 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; Cichanowicz, Edana McCaffery 1; Email Address: ecichano@suffolk.lib.ny.us; Affiliations: 1: Development Coordinator/Reference Services and Emerging Technology, Suffolk Cooperative Library System, 627 North Sunrise Service Road, Bellport, NY 11713. Source Info: 2003, Vol. 8 Issue 1/2, p27; Thesaurus Term: COOPERATIVE collection development (Libraries); Thesaurus Term: REFERENCE librarians; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: CUSTOMER relations; Thesaurus Term: INFORMATION services; Subject Term: CUSTOMER services; Subject Term: QUALITY of service; Subject Term: CONSUMER satisfaction; Author-Supplied Keyword: collaborative reference systems; Author-Supplied Keyword: models; Author-Supplied Keyword: Point of service; Author-Supplied Keyword: realtime reference; Author-Supplied Keyword: scheduling; Author-Supplied Keyword: staffing; Author-Supplied Keyword: Suffolk Cooperative Library System; Number of Pages: 6p. Document Type: Article

Links: NULL

Extra Data: NULL


Retrieved Date:January 1, 1970

Editors: NULL

Book Title: NULL

Series Title: NULL

Publisher: NULL

Place Of Publication: NULL

Issn Isbn: 10875301