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Reports, requests, and recipient design: The management of patron queries in online reference chats.

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Title: Reports, requests, and recipient design: The management of patron queries in online reference chats.
Authors: Epperson, Terrence W.1, Zemel, Alan2
Source: Journal of the American Society for Information Science & Technology. Dec2008, Vol. 59 Issue 14, p2268-2283. 16p. 2 Charts.
Subjects: Electronic reference sources, Ethnology, Information science, Library science, Garfinkel, Harold, Sacks, Harvey
Abstract: The related fields of ethnomethodology (EM), founded by Harold Garfinkel, and conversation analysis (CA), as epitomized by the work of Harvey Sacks, offer unique insights into the operation of virtual reference services (VRS). The tradition of phenomenology within library and information science (LIS) provides a context for this research, although EM/CA differs in important respects, providing a program for grounded empirical investigations. Relevant EM/CA research concerns include the documentary method of interpretation, trust, indexicality, instructed action, and sequential organization. Review of the LIS literature on reference interactions in both face-to-face and virtual settings reveals a tendency to impose analytic categories and classificatory schemes that obscure the extremely situated and collaborative nature of reference work; however, an EM/CA examination of transcripts from the first 4 months of a newly implemented VRS at a large university library suggests the need for a more nuanced approach. Close-order examination of two chat reference transcripts reveals the interactional complexities and nuances that characterize even the most succinct encounters. Analyzing the reference query as a service request demonstrates how librarians deploy their interactional skills to address “face” concerns and ameliorate potentially problematic aspects of the reference encounter. [ABSTRACT FROM AUTHOR]
Copyright of Journal of the American Society for Information Science & Technology is the property of Wiley-Blackwell and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. 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.)
Database: Engineering Source
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  Data: Reports, requests, and recipient design: The management of patron queries in online reference chats.
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  Data: <searchLink fieldCode="AR" term="%22Epperson%2C+Terrence+W%2E%22">Epperson, Terrence W.</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Zemel%2C+Alan%22">Zemel, Alan</searchLink><relatesTo>2</relatesTo>
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  Data: <searchLink fieldCode="DE" term="%22Electronic+reference+sources%22">Electronic reference sources</searchLink><br /><searchLink fieldCode="DE" term="%22Ethnology%22">Ethnology</searchLink><br /><searchLink fieldCode="DE" term="%22Information+science%22">Information science</searchLink><br /><searchLink fieldCode="DE" term="%22Library+science%22">Library science</searchLink><br /><searchLink fieldCode="DE" term="%22Garfinkel%2C+Harold%22">Garfinkel, Harold</searchLink><br /><searchLink fieldCode="DE" term="%22Sacks%2C+Harvey%22">Sacks, Harvey</searchLink>
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  Data: The related fields of ethnomethodology (EM), founded by Harold Garfinkel, and conversation analysis (CA), as epitomized by the work of Harvey Sacks, offer unique insights into the operation of virtual reference services (VRS). The tradition of phenomenology within library and information science (LIS) provides a context for this research, although EM/CA differs in important respects, providing a program for grounded empirical investigations. Relevant EM/CA research concerns include the documentary method of interpretation, trust, indexicality, instructed action, and sequential organization. Review of the LIS literature on reference interactions in both face-to-face and virtual settings reveals a tendency to impose analytic categories and classificatory schemes that obscure the extremely situated and collaborative nature of reference work; however, an EM/CA examination of transcripts from the first 4 months of a newly implemented VRS at a large university library suggests the need for a more nuanced approach. Close-order examination of two chat reference transcripts reveals the interactional complexities and nuances that characterize even the most succinct encounters. Analyzing the reference query as a service request demonstrates how librarians deploy their interactional skills to address “face” concerns and ameliorate potentially problematic aspects of the reference encounter. [ABSTRACT FROM AUTHOR]
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  Data: <i>Copyright of Journal of the American Society for Information Science & Technology is the property of Wiley-Blackwell and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. 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.</i> (Copyright applies to all Abstracts.)
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      – SubjectFull: Garfinkel, Harold
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              Text: Dec2008
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