Frequency and Content of Chat Questions by Time of Semester at the University of Central Florida: Implications for Training, Staffing and Marketing

Autor/inn/en	Goda, Donna; Bishop, Corinne
Titel	Frequency and Content of Chat Questions by Time of Semester at the University of Central Florida: Implications for Training, Staffing and Marketing
Quelle	In: Public Services Quarterly, 4 (2008) 4, S.291-316 (26 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1522-8959
Schlagwörter	Academic Libraries; Reference Services; Synchronous Communication; Computer Mediated Communication; Incidence; Content Analysis; Classification; Statistics; Marketing; Case Studies; Influence of Technology; Florida + Suchen Sie Ihr Suchwort? College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Literaturdienst; Computerkonferenz; Vorkommen; Inhaltsanalyse; Classification system; Klassifikation; Klassifikationssystem; Statistik; Case study; Fallstudie; Case Study
Abstract	The more than 4,000 "chats" received by the University of Central Florida's (UCF) Ask-A-Librarian digital reference service are the subject of this practitioner-based, descriptive case study. Question content from chats received during four semesters between January 2005 and May 2006 are categorized and plotted, by semester, to show the number of questions received in each question category. The study seeks to provide a baseline of descriptive statistics for the UCF digital reference service and to address gaps in the literature about the manner in which patrons are using digital reference services. Further, awareness of question topics can contribute to effective decisions about training and staffing requirements and marketing of services. (Contains 1 table and 6 figures.) (As Provided).
Anmerkungen	Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10