Chat Reference Referral Strategies: Making a Connection, or Dropping the Ball?
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| Title: | Chat Reference Referral Strategies: Making a Connection, or Dropping the Ball? |
|---|---|
| Authors: | Dempsey, Paula R.1 dempseyp@uic.edu |
| Source: | College & Research Libraries. Jul2019, Vol. 80 Issue 5, p674-693. 20p. |
| Subject Terms: | *Academic libraries, *Graduate teaching assistants, *Librarians, Reference interviews (Library science), Specialists |
| Abstract: | The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting benefits. Professional librarians referred more questions to specialists, framed more referrals as benefits, and sent more transcripts ("tickets") than graduate assistants or paraprofessionals did. Findings show correlations between patrons' positive responses to referrals and the extent of the reference interview and positive framing of the referral, but not the attempt to assist before referring. [ABSTRACT FROM AUTHOR] |
| Copyright of College & Research Libraries is the property of American Library Association 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 | Links: – Type: pdflink Text: Availability: 0 |
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| Header | DbId: ehh DbLabel: Education Research Complete An: 137579222 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Chat Reference Referral Strategies: Making a Connection, or Dropping the Ball? – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Dempsey%2C+Paula+R%2E%22">Dempsey, Paula R.</searchLink><relatesTo>1</relatesTo><i> dempseyp@uic.edu</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22College+%26+Research+Libraries%22">College & Research Libraries</searchLink>. Jul2019, Vol. 80 Issue 5, p674-693. 20p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Academic+libraries%22">Academic libraries</searchLink><br />*<searchLink fieldCode="DE" term="%22Graduate+teaching+assistants%22">Graduate teaching assistants</searchLink><br />*<searchLink fieldCode="DE" term="%22Librarians%22">Librarians</searchLink><br /><searchLink fieldCode="DE" term="%22Reference+interviews+%28Library+science%29%22">Reference interviews (Library science)</searchLink><br /><searchLink fieldCode="DE" term="%22Specialists%22">Specialists</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting benefits. Professional librarians referred more questions to specialists, framed more referrals as benefits, and sent more transcripts ("tickets") than graduate assistants or paraprofessionals did. Findings show correlations between patrons' positive responses to referrals and the extent of the reference interview and positive framing of the referral, but not the attempt to assist before referring. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of College & Research Libraries is the property of American Library Association 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.) |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=137579222 |
| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.5860/crl.80.5.674 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 20 StartPage: 674 Subjects: – SubjectFull: Academic libraries Type: general – SubjectFull: Graduate teaching assistants Type: general – SubjectFull: Librarians Type: general – SubjectFull: Reference interviews (Library science) Type: general – SubjectFull: Specialists Type: general Titles: – TitleFull: Chat Reference Referral Strategies: Making a Connection, or Dropping the Ball? Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Dempsey, Paula R. IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 07 Text: Jul2019 Type: published Y: 2019 Identifiers: – Type: issn-print Value: 00100870 Numbering: – Type: volume Value: 80 – Type: issue Value: 5 Titles: – TitleFull: College & Research Libraries Type: main |
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