Full Record – Author

Ref Type: Journal Article

Authors: Luo,Lili,

Title: Chat reference evaluation: A framework of perspectives and measures

Publication Full: Reference Services Review

Year: 2008 Volume: 36 Issue: 1

Start Page: 71 Other Pages: 85

Descriptors: REFERENCE services (Libraries), PUBLIC services (Libraries), INFORMATION services, LIBRARIES, LIBRARY science, INFORMATION science, Digital libraries, Reference services,


Purpose – This paper aims to provide a holistic view of the current practice of chat reference evaluation and to suggest a framework that could help reference practitioners evaluate chat reference services in multiple contexts. Design/methodology/approach – A thorough review of the literature on chat reference evaluation is conducted and the evaluation studies are grouped by their evaluative perspective and measures. Based on the literature review, a framework of perspectives and measures for chat reference evaluation is proposed. Findings – Chat reference evaluation has incorporated a number of new elements that do not exist in desk reference evaluation. All the evaluation perspectives and measures reported in chat reference literature are incorporated into a final framework except for one variable – "cost-effectiveness" – which lacks the support of empirical studies in the literature. Practical implications – The analytical review of the literature provides a holistic view of how chat reference is being measured for its value to both libraries and users, thus furthering the professional understanding of chat reference performance in the library environs. The framework of evaluation perspectives and measures resulting from the literature review is applicable in multiple chat reference contexts and can be customized to serve different evaluation purposes. In turn, this framework gives chat reference evaluators a clear idea of what to look at and how. Originality/value – This paper fills the need to provide reference practitioners with both a critical view of current chat reference practice, and a tool that could help them design and develop a chat reference evaluation project. [ABSTRACT FROM AUTHOR]; Copyright of Reference Services Review is the property of Emerald 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; Luo, Lili 1; Email Address: lililuo@slis.sjsu.edu; Affiliations: 1: School of Library and Information Science, San Jose State University, San Jose, California, USA Source Info: 2008, Vol. 36 Issue 1, p71; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: PUBLIC services (Libraries); Thesaurus Term: INFORMATION services; Thesaurus Term: LIBRARIES; Thesaurus Term: LIBRARY science; Thesaurus Term: INFORMATION science; Author-Supplied Keyword: Digital libraries; Author-Supplied Keyword: Reference services; Number of Pages: 15p; Illustrations: 1 chart. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 907324