Full Record – Author

Ref Type: Journal Article

Authors: Kwon,Nahyun,

Title: Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type

Publication Full: Library & Information Science Research

Year: 2007 Volume: 29 Issue: 1

Start Page: 70 Other Pages: 91

Descriptors: NULL


This study investigated the effectiveness of question answering by question types in the inter-institutional collaborative chat reference service at a public library system. In particular, this study examined whether subject-based research type questions are answered as effectively as simple factual type questions, and whether local-specific questions are answered as effectively as non-local questions in the inter-institutional chat reference service. Effectiveness was assessed in terms of answer completeness and user satisfaction. The analysis was based on user surveys and corresponding transcripts of 415 chat reference transactions initiated by patrons of a public library system. The study found little difference in the effectiveness of question answering between subject-based research and simple factual questions. However, local-specific questions, such as circulation-related and inquires about local library services, were answered less completely and patrons expressed lower levels of satisfaction compared to non-local questions. These findings indicate problems and gaps in coordinating the inter-institutional chat reference service among participating libraries. Implications to design seamless services in the collaborative service were discussed.



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Retrieved Date:January 1, 1970

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