2007 Ala

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

Binghamton University ,[object Object],[object Object],[object Object]

Background ,[object Object],[object Object],[object Object],[object Object]

Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Transcript Analysis Objectives ,[object Object],[object Object],[object Object]

Methodology ,[object Object],[object Object],[object Object]

Demographics ,[object Object]

Sessions by Day and Time ,[object Object]

Types of Reference Questions *More than one question type could be selected per transcript

Instructional Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],For further discussion see: Stephanie Graves and Christina M. Desai. Instruction via chat reference: does co-browse help? Reference Services Review, Vol. 34 No. 3, 2006, pp. 340-357

Research/Quick Reference ,[object Object],[object Object],[object Object]

Resources Used to Answer Question *More than one question type could be selected per transcript

RUSA Guidelines for Behavioral Performance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],finds out what patrons have already tried, and encourages patrons to contribute ideas explains the search strategy and sequence to the user

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

Next Steps ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Findings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sample Transcript ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sample Transcript ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2007 Ala

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2007 Ala