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Ref Type: Journal Article

Authors: Kazmer,Michelle M., Burnett,Gary, Dickey,Michael H.,

Title: Identity in customer service chat interaction: Implications for virtual reference

Publication Full: Library & Information Science Research

Year: 2007 Volume: 29 Issue: 1

Start Page: 5 Other Pages: 29

Descriptors: CUSTOMER relations, ONLINE chat groups, CONSUMER satisfaction, CUSTOMER services,


Abstract: This article discusses the construction and representation of identity in an online dyadic customer service chat setting, using a data set of more than 6000 session transcriptions. The analysis explores the use of names and other markers of identity in chat interactions; assumptions about generic, group, and individual identities; authentication and verification activities; and problems related to identity construction, representation, and authentication. The article concludes that providing a satisfactory virtual reference experience requires focusing on identity representation. Users will benefit when providers balance the expediency of virtual reference with persistent identity markers, establishing a sense of rapport between the user and information provider. [Copyright 2007 Elsevier]; Copyright of Library & Information Science Research is the property of Pergamon Press – An Imprint of Elsevier Science 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; Kazmer, Michelle M. 1; Email Address: kazmer@ci.fsu.edu; Burnett, Gary 1; Dickey, Michael H. 2; Affiliations: 1: College of Information, Florida State University, 101 Louis Shores Building, Tallahassee, Florida 32306-2100, USA 2: Computer and Engineering Technology, Northern New Mexico College, Espanola, New Mexico 87532, USA Source Info: Mar2007, Vol. 29 Issue 1, p5; Thesaurus Term: CUSTOMER relations; Thesaurus Term: ONLINE chat groups; Subject Term: CONSUMER satisfaction; Subject Term: CUSTOMER services; Number of Pages: 25p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 7408188