1. Evaluating the Quality of Instant Messaging Reference Service through Transcript Analysis 13th Annual Reference Research Forum Sunday, June 24th Sarah Maximiek [email_address] Erin Rushton [email_address] . edu Binghamton University
13. Types of Reference Questions *More than one question type could be selected per transcript
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16. Resources Used to Answer Question *More than one question type could be selected per transcript
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18. Correctness and Completeness Not complete : incomplete reference interview OR no referral/follow-up Not correct : used for incorrect answers Model adapted from “Evaluating the Quality of a Chat Service. Julie Arnold. Neal Kaske. portal: Libraries and the Academy 5.2 (2005) 177-193