Should Chat Reference be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStats
MetadataShow full item record
This study analyzes 1557 chat reference questions received at Grand Valley State University Libraries over four semesters to determine the quantity and nature of the questions. Results indicated that use of chat reference was low and that less than a quarter of chat questions required a librarian to answer. The cost of a librarian answering a chat question ranged from $37 to $439 per question. The findings suggest that assigning chat reference to trained reference assistants will not affect patron service and that it is not cost effective to use reference librarians to answer chat questions.
Published version available at: http://www.tandfonline.com/doi/abs/10.1080/10875301.2011.595255
CitationBravender, P., Lyon, C., & Molaro, A., (2011). Should chat reference be staffed by librarians? An assessment of chat reference at an academic library using LibStats. Internet Reference Services Quarterly, 16(3), 111-127.
Showing items related by title, author, creator and subject.
Good enough: The new face of reference Way, Doug; Lyon, Colleen (Charleston Conference Proceedings, Against the Grain Press, 2009)College students today flock to Wikipedia in droves, while at the same time academic libraries continue to pour time and money into print reference collections that are rarely used and take huge amounts of our libraries' ...
On semantic reference and discerning referential intentions Bernard, David Lynn, 1979- (2010-08)In Speaker’s Reference and Semantic Reference, Saul Kripke posited two kinds of reference involved in every use of a designator—a semantic reference, to the object picked out by the meaning of the words used—and a speaker ...
Predicting the quality of images compressed after distortion in two steps Yu, Xiangxu; 0000-0002-2710-2969 (2018-12)In a typical communication pipeline, images undergo a series of processing steps that can cause visual distortion before being viewed. Given a high-quality reference image, a reference image quality assessment (IQA) ...