Ref Type: Conference Proceedings
Authors: Radford,Marie L.,
Title: Virtual dialogs: Relational communication in chat reference encounters
Publication Full: Conference Papers International Communication Association 2005 Annual Meeting
Year: 2005 Volume: NULL Issue: NULL
Start Page: 1 Other Pages: 38
Descriptors: COMMUNICATION, CONTENT analysis (Communication), CONVERSATION, INTERPERSONAL communication, ONLINE chat groups, CMC, Relational Communication, Virtual Environments, Library, Information-Seeking, Chat,
Abstract:
Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client/librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is the first to apply communication theory to an exploration of relational (socioemotional) aspects of chat services. It reports results from a pilot study followed by an analysis of 245 randomly selected anonymous transcripts from a statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include: techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client vs. librarian patterns, and compensation strategies for lack of nonverbal communication. ABSTRACT FROM AUTHOR Copyright of Conference Papers — International Communication Association is the property of International Communication 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); Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client/librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is the first to apply communication theory to an exploration of relational (socioemotional) aspects of chat services. It reports results from a pilot study followed by an analysis of 245 randomly selected anonymous transcripts from a statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include: techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client vs. librarian patterns, and compensation strategies for lack of nonverbal communication. ABSTRACT FROM AUTHOR Copyright of Conference Papers — International Communication Association is the property of International Communication 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)
Notes:
id: 185; TY: CONF; M3: Conference Paper; Walther, Joseph B. 1; Affiliations: 1: Communication & Technology Interest Group; Issue Info: 2005 Annual Meeting, New York, NY, p1; Thesaurus Term: COMMUNICATION; Thesaurus Term: CONTENT analysis (Communication); Thesaurus Term: CONVERSATION; Thesaurus Term: INTERPERSONAL communication; Thesaurus Term: ONLINE chat groups; Author-Supplied Keyword: CMC; Author-Supplied Keyword: Relational Communication; Author-Supplied Keyword: Interpersonal Communication; Author-Supplied Keyword: Virtual Environments; Author-Supplied Keyword: Library; Author-Supplied Keyword: Information-Seeking; Author-Supplied Keyword: Chat; NAICS/Industry Codes: 516110 Internet Publishing and Broadcasting; Number of Pages: 38p; Illustrations: 10 charts; Document Type: Conference Paper
Links: http://www.allacademic.com/meta/p_mla_apa_research_citation/0/1/4/1/9/p14195_index.html
Extra Data: New York
URL: NULL
Retrieved Date:January 1, 1970
Editors: NULL
Book Title: Conference Papers International Communication Association 2005 Annual Meeting
Series Title: Conference Papers
Publisher: International Communication Association
Place Of Publication: NULL
Issn Isbn: NULL