Full Record – Author

Ref Type: Journal Article

Authors: Fennewald,Joseph,

Title: Same questions, different venue: An analysis of in-person and online questions

Publication Full: The Reference Librarian

Year: 2006 Volume: 46 Issue: 95

Start Page: 20 Other Pages: 35

Descriptors: LIBRARIES & students, LIBRARY Web sites, ACADEMIC libraries — Reference services, ELECTRONIC discussion groups, INFORMATION services, COMPUTER network resources, ONLINE chat groups, ELECTRONIC mail systems, PUBLIC services (Libraries), INTERNET in library reference services, FORUMS (Discussion & debate), classification schemes, e-mail reference, Question analysis, reference services, virtual reference,


This study applied traditional categories used for classifying questions presented at reference desks to online reference services. Questions presented at Penn State's subject libraries were classified as 'Where Is,' 'Troubleshooting,' 'Policy and Service,' and 'Reference.' Definitions and examples were provided to the librarians and staff covering thirteen reference desks. These categories were then applied to Penn State's e-mail and chat reference transactions for the Fall 2002 semester. Although the types of questions were similar across the three services, there were differences in the proportion of questions by categories. This suggests that services have similar, yet distinct, functions and that the type of questions submitted differ between in-person and online and also between e-mail and chat. [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; Fennewald, Joseph 1; Affiliations: 1: Head Librarian, Penn State University Hazleton Campus Source Info: 2006, Vol. 46 Issue 95/96, p20; Thesaurus Term: LIBRARIES & students; Thesaurus Term: LIBRARY Web sites; Thesaurus Term: ACADEMIC libraries — Reference services; Thesaurus Term: ELECTRONIC discussion groups; Thesaurus Term: INFORMATION services; Thesaurus Term: COMPUTER network resources; Thesaurus Term: ONLINE chat groups; Thesaurus Term: ELECTRONIC mail systems; Thesaurus Term: PUBLIC services (Libraries); Thesaurus Term: INTERNET in library reference services; Subject Term: FORUMS (Discussion & debate); Author-Supplied Keyword: classification schemes; Author-Supplied Keyword: e-mail reference; Author-Supplied Keyword: Question analysis; Author-Supplied Keyword: reference services; Author-Supplied Keyword: virtual reference; Number of Pages: 15p. 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