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Ref Type: Journal Article

Authors: Kwon,Nahyun, Gregory,Vicki L.,

Title: The effects of librarians' behavioral performance on user satisfaction in chat reference services

Publication Full: Reference & User Services Quarterly

Year: 2007 Volume: 47 Issue: 2

Start Page: 137 Other Pages: 148

Descriptors: LIBRARIANS — Attitudes, REFERENCE services (Libraries), LIBRARY users, INFORMATION services, PUBLIC services (Libraries), EMPLOYEES — Attitudes,


The purpose of this study was to determine the effective behaviors of reference librarians during the chat reference interview, with particular emphasis given to whether the service users would feel more satisfied when librarians adopt the behaviors recommended in the revised "RUSA Guidelines for Behavioral Performance of Reference and Information Services Providers." The data analyzed for this study consisted of 422 chat reference transaction transcripts and corresponding user surveys obtained from a public library system that participated in a nationwide chat reference consortium. In six of the ten behavioral types observed, the users perceived the service as more satisfying when librarians demonstrated the behaviors suggested in the revised guidelines than when they did not. Five of these behaviors–receptive and cordial listening, searching information sources with or for the patrons, providing information sources, asking patrons whether the question was answered completely, and asking patrons to return when they need further assistance–were revealed as strong predictors of user satisfaction. These findings demonstrated that the RUSA behaviors are effective in increasing user satisfaction, suggesting that the guidelines can continue to be used as an effective tool for both staff training and service assessment in chat reference services. This report concludes with recommendations for further improvement of the guidelines and agendas for future research. [ABSTRACT FROM AUTHOR]; Copyright of Reference & User Services Quarterly is the property of American Library Association 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; Gregory, Vicki L. 2; Affiliations: 1: Assistant Professor, School of Library and Information Science, University of South Florida, Tampa 2: Professor, School of Library and Information Science, University of South Florida, Tampa Source Info: Winter2007, Vol. 47 Issue 2, p137; Thesaurus Term: LIBRARIANS — Attitudes; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: LIBRARY users; Thesaurus Term: INFORMATION services; Thesaurus Term: PUBLIC services (Libraries); Subject Term: EMPLOYEES — Attitudes; Number of Pages: 12p; Illustrations: 2 charts, 7 graphs. Document Type: Article

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Retrieved Date:January 1, 1970

Editors: NULL

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Publisher: American Library Association

Place Of Publication: NULL

Issn Isbn: 10949054