Show simple item record

dc.creatorBravender, Patriciaen
dc.creatorLyon, Colleenen
dc.creatorMolaro, Anthonyen
dc.date.accessioned2013-03-11T15:50:31Zen
dc.date.available2013-03-11T15:50:31Zen
dc.date.issued2011-09en
dc.identifierDOI: 10.1080/10875301.2011.595255en
dc.identifier.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.en
dc.identifier.issn1087-5301en
dc.identifier.urihttp://hdl.handle.net/2152/19726en
dc.descriptionPublished version available at: http://www.tandfonline.com/doi/abs/10.1080/10875301.2011.595255en
dc.description.abstractThis 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.en
dc.language.isoengen
dc.subjectreferenceen
dc.subjectchat referenceen
dc.subjectreference costsen
dc.subjectLibStatsen
dc.subjectreference assessmenten
dc.subjectonline referenceen
dc.subjectvirtual referenceen
dc.subjectacademic librariesen
dc.subjecttranscript analysisen
dc.titleShould Chat Reference be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStatsen
dc.typeArticleen
dc.description.departmentUT Librariesen


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record