{"title":"Interpreting Library Chat Reference Service Transactions","authors":"Judith Mavodza","doi":"10.1080/02763877.2019.1572571","DOIUrl":null,"url":null,"abstract":"ABSTRACT This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library. Widespread and popular in the regional commercial sector, it is not so in local academic libraries whose library websites were visited. Rather, chat is used primarily as a service for general university enquiries. For this paper, library live chat scripts covering a five-year period from February 2013 to February 2018 were examined, a literature review done, and insights derived from those scripts. Findings contribute towards context-specific understanding of university student library use habits.","PeriodicalId":35386,"journal":{"name":"Reference Librarian","volume":"60 1","pages":"122 - 133"},"PeriodicalIF":0.0000,"publicationDate":"2019-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02763877.2019.1572571","citationCount":"6","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Reference Librarian","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/02763877.2019.1572571","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Social Sciences","Score":null,"Total":0}
引用次数: 6
Abstract
ABSTRACT This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library. Widespread and popular in the regional commercial sector, it is not so in local academic libraries whose library websites were visited. Rather, chat is used primarily as a service for general university enquiries. For this paper, library live chat scripts covering a five-year period from February 2013 to February 2018 were examined, a literature review done, and insights derived from those scripts. Findings contribute towards context-specific understanding of university student library use habits.
期刊介绍：
The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.
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