Full Record – Author

Ref Type: Journal Article

Authors: Walter,Virginia A., Mediavilla,Cindy,

Title: Teens are from Neptune, librarians are from Pluto: An analysis of online reference transactions

Publication Full: Library Trends

Year: 2005 Volume: 54 Issue: 2

Start Page: 209 Other Pages: 227

Descriptors: INTERNET in library reference services, LIBRARIES & the Internet, INTERNET in young adults’ libraries, LIBRARIANS, TEENAGERS, CALIFORNIA,


As part of a project to evaluate the effectiveness of Tutor.com's Live Homework Help service, the authors examined over 100 transcripts of online transactions between teens and the virtual reference librarians in California who connect students to Live Homework Help tutors. Using content analysis, the authors document and discuss the difference in online communication styles between teens and adults. In addition, the transactions are measured against Reference and User Services Association's (RUSA) reference performance guidelines and are found to be severely lacking in the qualities required for effective reference service. Recommendations are made within the context of positive library service to young adults, including recommendations on how to make virtual reference encounters with teens more responsive to their homework needs. [ABSTRACT FROM AUTHOR]; Copyright of Library Trends is the property of Johns Hopkins University Press 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; Walter, Virginia A. 1; Email Address: vwalter@ucla.edu; Mediavilla, Cindy 2; Email Address: cmediavi@ucla.edu; Affiliations: 1: Professor and Chair, UCLA Department of Information Studies, P.O. Box 951520, Los Angeles, CA 90095-1520 2: Lecturer, UCLA Department of lnformation Studies, P.O. Box 951520, Los Angeles, CA 90095-1520 Source Info: Fall2005, Vol. 54 Issue 2, p209; Thesaurus Term: INTERNET in library reference services; Thesaurus Term: LIBRARIES & the Internet; Thesaurus Term: INTERNET in young adults' libraries; Thesaurus Term: LIBRARIANS; Thesaurus Term: TEENAGERS; Subject Term: CALIFORNIA; Number of Pages: 19p; Illustrations: 3 charts. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Johns Hopkins University Press

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Issn Isbn: 242594