Peer Review of Chat Reference Transcripts: Approaches and Strategies

Persistent Link:
http://hdl.handle.net/10150/105485
Title:
Peer Review of Chat Reference Transcripts: Approaches and Strategies
Author:
Pomerantz, Jeffrey; Luo, Lili; McClure, Charles R.
Citation:
Peer Review of Chat Reference Transcripts: Approaches and Strategies 2006, 28(1):24-48 Library & Information Science Research
Journal:
Library & Information Science Research
Issue Date:
2006
URI:
http://hdl.handle.net/10150/105485
Submitted date:
2007-05-25
Abstract:
NCknows is a collaborative statewide chat-based reference service, launched in North Carolina in February 2004. The authors were contracted by the State Library of North Carolina as program evaluators for the NCknows project. This article reports on one component of the overarching evaluation effort: an analysis of the transcripts of NCknows chat sessions. This analysis was performed as a peer review, where NCknows librarians critiqued transcripts from the service. This study has three main findings: (1) The quality of reference service being provided by NCknows is high overall. (2) NCknows librarians are more engaged with users than are 24/7 staff members, but they are no more skilled in research or use of information sources. (3) Public librarians provide superior service, but academic librarians provide superior referrals. The implications of these findings for staffing chat reference services are discussed, with respect to librarians' credentials and the participating libraries' service philosophies.
Type:
Journal (Paginated)
Language:
en
Keywords:
Reference Services
Local subject classification:
chat reference; virtual reference; real-time reference; collaborative reference; NCknows; peer review; transcript

Full metadata record

DC FieldValue Language
dc.contributor.authorPomerantz, Jeffreyen_US
dc.contributor.authorLuo, Lilien_US
dc.contributor.authorMcClure, Charles R.en_US
dc.date.accessioned2007-05-25T00:00:01Z-
dc.date.available2010-06-18T23:26:16Z-
dc.date.issued2006en_US
dc.date.submitted2007-05-25en_US
dc.identifier.citationPeer Review of Chat Reference Transcripts: Approaches and Strategies 2006, 28(1):24-48 Library & Information Science Researchen_US
dc.identifier.urihttp://hdl.handle.net/10150/105485-
dc.description.abstractNCknows is a collaborative statewide chat-based reference service, launched in North Carolina in February 2004. The authors were contracted by the State Library of North Carolina as program evaluators for the NCknows project. This article reports on one component of the overarching evaluation effort: an analysis of the transcripts of NCknows chat sessions. This analysis was performed as a peer review, where NCknows librarians critiqued transcripts from the service. This study has three main findings: (1) The quality of reference service being provided by NCknows is high overall. (2) NCknows librarians are more engaged with users than are 24/7 staff members, but they are no more skilled in research or use of information sources. (3) Public librarians provide superior service, but academic librarians provide superior referrals. The implications of these findings for staffing chat reference services are discussed, with respect to librarians' credentials and the participating libraries' service philosophies.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.subjectReference Servicesen_US
dc.subject.otherchat referenceen_US
dc.subject.othervirtual referenceen_US
dc.subject.otherreal-time referenceen_US
dc.subject.othercollaborative referenceen_US
dc.subject.otherNCknowsen_US
dc.subject.otherpeer reviewen_US
dc.subject.othertranscripten_US
dc.titlePeer Review of Chat Reference Transcripts: Approaches and Strategiesen_US
dc.typeJournal (Paginated)en_US
dc.identifier.journalLibrary & Information Science Researchen_US
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