Full Record – Author

Ref Type: Journal Article

Authors: Kwon,Nahyun,

Title: User satisfaction with referrals at a collaborative virtual reference service

Publication Full: Information Research

Year: 2006 Volume: 11 Issue: 2

Start Page: 1 Other Pages: NULL

Descriptors: ELECTRONIC reference services (Libraries), COMPUTER users, ELECTRONIC information resources, PUBLIC libraries, SATISFACTION,


Introduction. This study investigated unmonitored referrals in a nationwide, collaborative chat reference service. Specifically, it examined the extent to which questions are referred, the types of questions that are more likely to be referred than others, and the level of user satisfaction with the referrals in the collaborative chat reference service. Method. The data analysed for this study were 420 chat reference transaction transcripts along with corresponding online survey questionnaires submitted by the service users. Both sets of data were collected from an electronic archive of a southeastern state public library system that has participated in 24/7 Reference of the Metropolitan Cooperative Library System (MCLS). Results. Referrals in the collaborative chat reference service comprised approximately 30% of the total transactions. Circulation-related questions were the most often referred among all question types, possibly because of the inability of 'outside' librarians to access patron accounts. Most importantly, user satisfaction with referrals was found to be significantly lower than that of completed answers. Conclusion. The findings of this study addressed the importance of distinguishing two types of referrals: the expert research referrals conducive to collaborative virtual reference services; and the re-directional local referrals that increase unnecessary question traffic, thereby being detrimental to effective use of collaborative reference. Continuing efforts to conceptualize referrals in multiple dimensions are anticipated to fully grasp complex phenomena underlying referrals. [ABSTRACT FROM AUTHOR]; Copyright of Information Research is the property of Information Research 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; Nahyun Kwon 1; Affiliations: 1: Assistant Professor, School of Library and Information Science, College of Arts & Sciences, University of South Florida, 4202 East Fowler Ave, CIS1040, Tampa, FL 33620-7800, USA Source Info: Jan2006, Vol. 11 Issue 2, p1; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: COMPUTER users; Thesaurus Term: ELECTRONIC information resources; Thesaurus Term: PUBLIC libraries; Subject Term: SATISFACTION; Number of Pages: 1p; Illustrations: 2 charts. 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: 13681613