Dissonance between Perceptions and Use of Virtual Reference Methods.
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| Title: | Dissonance between Perceptions and Use of Virtual Reference Methods. |
|---|---|
| Authors: | Mawhinney, Tara1 tara.mawhinney@mcgill.ca, Hervieux, Sandy2 sandy.hervieux@mcgill.ca |
| Source: | College & Research Libraries. May2022, Vol. 83 Issue 3, p503-525. 23p. |
| Subject Terms: | *Electronic reference services (Libraries), *Online chat, *Academic libraries, Email, Text messages |
| Abstract: | This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal dissonance between perceptions and use of chat and email. Interviews suggest users consider chat to be for basic queries whereas transcripts coded using the READ Scale, a well-known reference assessment tool, show question complexity to be highest in chat. Our analysis also found statistically significant differences in the presence of reference interviews and instruction for chat, email, and texting. Rebranding chat more explicitly for intermediate and advanced queries may succeed in attracting users who consider chat only for basic queries, thus narrowing the gap between user perceptions and actual use. [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: 156684369 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Dissonance between Perceptions and Use of Virtual Reference Methods. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Mawhinney%2C+Tara%22">Mawhinney, Tara</searchLink><relatesTo>1</relatesTo><i> tara.mawhinney@mcgill.ca</i><br /><searchLink fieldCode="AR" term="%22Hervieux%2C+Sandy%22">Hervieux, Sandy</searchLink><relatesTo>2</relatesTo><i> sandy.hervieux@mcgill.ca</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22College+%26+Research+Libraries%22">College & Research Libraries</searchLink>. May2022, Vol. 83 Issue 3, p503-525. 23p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Electronic+reference+services+%28Libraries%29%22">Electronic reference services (Libraries)</searchLink><br />*<searchLink fieldCode="DE" term="%22Online+chat%22">Online chat</searchLink><br />*<searchLink fieldCode="DE" term="%22Academic+libraries%22">Academic libraries</searchLink><br /><searchLink fieldCode="DE" term="%22Email%22">Email</searchLink><br /><searchLink fieldCode="DE" term="%22Text+messages%22">Text messages</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal dissonance between perceptions and use of chat and email. Interviews suggest users consider chat to be for basic queries whereas transcripts coded using the READ Scale, a well-known reference assessment tool, show question complexity to be highest in chat. Our analysis also found statistically significant differences in the presence of reference interviews and instruction for chat, email, and texting. Rebranding chat more explicitly for intermediate and advanced queries may succeed in attracting users who consider chat only for basic queries, thus narrowing the gap between user perceptions and actual use. [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=156684369 |
| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.5860/crl.83.3.503 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 23 StartPage: 503 Subjects: – SubjectFull: Electronic reference services (Libraries) Type: general – SubjectFull: Online chat Type: general – SubjectFull: Academic libraries Type: general – SubjectFull: Email Type: general – SubjectFull: Text messages Type: general Titles: – TitleFull: Dissonance between Perceptions and Use of Virtual Reference Methods. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Mawhinney, Tara – PersonEntity: Name: NameFull: Hervieux, Sandy IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 05 Text: May2022 Type: published Y: 2022 Identifiers: – Type: issn-print Value: 00100870 Numbering: – Type: volume Value: 83 – Type: issue Value: 3 Titles: – TitleFull: College & Research Libraries Type: main |
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