Dissatisfaction in Chat Reference Users: A Transcript Analysis Study

Autor/inn/en	Logan, Judith; Barrett, Kathryn; Pagotto, Sabina
Titel	Dissatisfaction in Chat Reference Users: A Transcript Analysis Study
Quelle	In: College & Research Libraries, 80 (2019) 7, S.925-944 (20 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0010-0870
Schlagwörter	User Satisfaction (Information); Computer Mediated Communication; Reference Services; Intonation; Professionalism; Empathy; Foreign Countries; Interviews; Information Sources; Librarians; Consortia; Academic Libraries; Canada + Suchen Sie Ihr Suchwort? Benutzerfreundlichkeit; Computerkonferenz; Literaturdienst; Professionalität; Empathie; Ausland; Interviewing; Interviewtechnik; Information source; Informationsquelle; Librarian; Bibliothekar; Bibliothekarin; Vereinigung; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Kanada
Abstract	This study aims to identify factors and behaviors associated with user dissatisfaction with a chat reference interaction to provide chat operators with suggestions of behaviors to avoid. The researchers examined 473 transcripts from an academic chat reference consortium from June to December 2016. Transcripts were coded for 13 behaviors that were then statistically analyzed with exit survey ratings. When present in the chat, three behaviors explained user dissatisfaction: clarification, transfers, and referrals. The absence of three more behaviors also explained dissatisfaction: ending the chat mutually; maintaining a professional tone; and displaying interest or empathy. (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