Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians.
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| Title: | Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians. |
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| Authors: | Ward, Joyce1 (AUTHOR) joycemward@gmail.com, Barbier, Patricia2 (AUTHOR) |
| Source: | Reference Librarian. Jan-Mar2010, Vol. 51 Issue 1, p53-68. 16p. |
| Subject Terms: | *Electronic reference services (Libraries), *AskA services, *Online chat, *Reference librarians, *Digital libraries, Reference interviews (Library science), Library surveys, Libraries & the Internet |
| Abstract: | Chat reference has presented a unique set of problems for reference librarians. Lacking the visual and auditory cues of face-to-face or telephone reference interactions, librarians providing service for the virtual desk have developed digital techniques and resourceful maneuvers to help them navigate this new frontier. Still, many chat librarians find it difficult to conduct a meaningful transaction using just words, software components, and a mastery of online resources. Technical and communication problems further complicate their efforts. However, virtual reference librarians are rising to the occasion and engaging in exemplary chat transactions that conform to the highest standards of service. [ABSTRACT FROM AUTHOR] |
| Copyright of Reference Librarian is the property of Taylor & Francis Ltd 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 |
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| Abstract: | Chat reference has presented a unique set of problems for reference librarians. Lacking the visual and auditory cues of face-to-face or telephone reference interactions, librarians providing service for the virtual desk have developed digital techniques and resourceful maneuvers to help them navigate this new frontier. Still, many chat librarians find it difficult to conduct a meaningful transaction using just words, software components, and a mastery of online resources. Technical and communication problems further complicate their efforts. However, virtual reference librarians are rising to the occasion and engaging in exemplary chat transactions that conform to the highest standards of service. [ABSTRACT FROM AUTHOR] |
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| ISSN: | 02763877 |
| DOI: | 10.1080/02763870903361854 |
