Shall we chat? A statistical case study of chat reference utilization.
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| Title: | Shall we chat? A statistical case study of chat reference utilization. |
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| Authors: | Jiebei Luo1 jluo@skidmore.edu |
| Source: | Bottom Line. 2017, Vol. 30 Issue 2, p163-184. 22p. |
| Subject Terms: | *School library reference services, *Online chat, *Library science research, Face-to-face communication, Academic library digital resources |
| Abstract: | Purpose-This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions. Design/methodology/approach - Two statistical methods are used, namely, the difference-indifferences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference. Findings - This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. The long-term analysis suggests that chat reference volume displays a significant declining trend (-2.06 per cent academic month) since its implementation. Yet, its usage volume relative to other reference services remains stable over time. Originality/value - The findings in this case study will be of value to libraries with similar scale and institutional features that are also interested in assessing their chat reference service. In addition, this paper is the first to apply the difference-in-differences approach in the field of library science, and the two statistical methods adopted in this case study can be readily adapted and applied to other similar volume-based library assessment projects. [ABSTRACT FROM AUTHOR] |
| Copyright of Bottom Line is the property of Emerald Publishing Limited 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: | Education Research Complete |
| FullText | Text: Availability: 0 |
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| Header | DbId: ehh DbLabel: Education Research Complete An: 125353565 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Shall we chat? A statistical case study of chat reference utilization. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Jiebei+Luo%22">Jiebei Luo</searchLink><relatesTo>1</relatesTo><i> jluo@skidmore.edu</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Bottom+Line%22">Bottom Line</searchLink>. 2017, Vol. 30 Issue 2, p163-184. 22p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22School+library+reference+services%22">School library reference services</searchLink><br />*<searchLink fieldCode="DE" term="%22Online+chat%22">Online chat</searchLink><br />*<searchLink fieldCode="DE" term="%22Library+science+research%22">Library science research</searchLink><br /><searchLink fieldCode="DE" term="%22Face-to-face+communication%22">Face-to-face communication</searchLink><br /><searchLink fieldCode="DE" term="%22Academic+library+digital+resources%22">Academic library digital resources</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: Purpose-This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions. Design/methodology/approach - Two statistical methods are used, namely, the difference-indifferences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference. Findings - This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. The long-term analysis suggests that chat reference volume displays a significant declining trend (-2.06 per cent academic month) since its implementation. Yet, its usage volume relative to other reference services remains stable over time. Originality/value - The findings in this case study will be of value to libraries with similar scale and institutional features that are also interested in assessing their chat reference service. In addition, this paper is the first to apply the difference-in-differences approach in the field of library science, and the two statistical methods adopted in this case study can be readily adapted and applied to other similar volume-based library assessment projects. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Bottom Line is the property of Emerald Publishing Limited 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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| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.1108/BL-02-2017-0003 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 22 StartPage: 163 Subjects: – SubjectFull: School library reference services Type: general – SubjectFull: Online chat Type: general – SubjectFull: Library science research Type: general – SubjectFull: Face-to-face communication Type: general – SubjectFull: Academic library digital resources Type: general Titles: – TitleFull: Shall we chat? A statistical case study of chat reference utilization. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Jiebei Luo IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 04 Text: 2017 Type: published Y: 2017 Identifiers: – Type: issn-print Value: 0888045X Numbering: – Type: volume Value: 30 – Type: issue Value: 2 Titles: – TitleFull: Bottom Line Type: main |
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