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Ref Type: Journal Article

Authors: Mon,Lorri, Janes,Joseph W.,

Title: The thank you study

Publication Full: Reference & User Services Quarterly

Year: 2007 Volume: 46 Issue: 4

Start Page: 53 Other Pages: 59

Descriptors: ELECTRONIC mail messages, ELECTRONIC mail systems, ELECTRONIC reference services (Libraries), COMPUTER network resources, LIBRARIANS, LIBRARIES,


This exploratory study of unsolicited thank you messages from e-mail digital reference users analyzed the information provided in these messages for user perspectives on digital reference success, outcomes, and quality elements in answers. Digital reference interactions receiving thank you messages were also compared with nonthanked interactions. Results indicated that librarians who used more words in answers were more likely to receive a thank you response from users and that many other factors, such as e-mail or Web form use or the librarians' expressing thanks to the user, did not appear to impact the thank you rate. 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; Mon, Lorri 1 Janes, Joseph W. 2; Affiliations: 1: Assistant Professor, College of Information, Florida State University, Tallahassee 2: Associate Dean in the Information School, University of Washington in Seattle; Source Information: Summer2007, Vol. 46 Issue 4, p53; Subject Term: ELECTRONIC mail messages; Subject Term: ELECTRONIC mail systems; Subject Term: ELECTRONIC reference services (Libraries); Subject Term: COMPUTER network resources; Subject Term: LIBRARIANS; Subject Term: LIBRARIES; NAICS/Industry Codes: 519120 Libraries and Archives; Number of Pages: 7p; Illustrations: 11 charts; Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: American Library Association

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Issn Isbn: 10949054