Literaturnachweis - Detailanzeige
Autor/inn/en | Logan, Judith; Barrett, Kathryn; Pagotto, Sabina |
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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 |
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 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 |