论文信息 - An Assessment of the University of Washington’s Chat Reference Services

An Assessment of the University of Washington’s Chat Reference Services

This project assesses the chat reference service of the University of Washington (UW) Libraries. First, I conducted a literature review to examine the evolution of virtual reference services. Then, through OCLC’s Question Point, I examined chats that occurred during weeks 1, 5, and 10 of Winter Quarter 2014. Chats were coded according to pre-set conditions (category of questions, READ Level, time of day, and session time). An analysis showed that the majority of questions were either General Information or Known Item Lookups, the lowest level of difficulty for the answering librarian.

Jason Cabaniss

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