Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice

Autor/inn/en	Maloney, Krisellen; Kemp, Jan H.
Titel	Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice
Quelle	In: College & Research Libraries, 76 (2015) 7, S.959-974 (16 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0010-0870
DOI	10.5860/crl.76.7.959
Schlagwörter	College Libraries; Library Services; Reference Services; Questioning Techniques; Computer Mediated Communication; Difficulty Level; Literature Reviews; Rating Scales; Coding; Classification; Nonprofessional Personnel; Students; Librarians; Expertise; Information Seeking + Suchen Sie Ihr Suchwort? College; Library; Libraries; Hochschule; Fachhochschule; Bibliothek; Universitätsbibliothek; Bibliotheksarbeit; Literaturdienst; Befragungstechnik; Fragetechnik; Computerkonferenz; Schwierigkeitsgrad; Rating-Skala; Codierung; Programmierung; Classification system; Klassifikation; Klassifikationssystem; Student; Schüler; Schülerin; Studentin; Librarian; Bibliothekar; Bibliothekarin; Expert appraisal; Informationserschließung
Abstract	There has been longstanding debate about whether the level of complexity of questions received at reference desks and via online chat services requires a librarian's expertise. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librarians. However, convenient, proactive online chat services could reverse the trends. This paper provides results of a study of reference question complexity following implementation of a proactive chat service. The study reveals changes in the complexity of chat questions that may have implications for staffing online reference services. (As Provided).
Anmerkungen	Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. e-mail: acrl@ala.org; Web site: http://crl.acrl.org
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01