User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction
<br><b>Introduction.</b> This study investigated unmonitored referrals in a nationwide, collaborative chat reference service. Specifically, it examined the extent to which questions are referred, the types of questions that are more likely to be referred than others, and the level...
Saved in:
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Borås
2006-01-01
|
| Series: | Information Research: An International Electronic Journal |
| Subjects: | |
| Online Access: | http://informationr.net/ir/11-2/paper246.html |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1832569522633048064 |
|---|---|
| author | Nahyun Kwon |
| author_facet | Nahyun Kwon |
| author_sort | Nahyun Kwon |
| collection | DOAJ |
| description | <br><b>Introduction.</b> This study investigated unmonitored referrals in a nationwide, collaborative chat reference service. Specifically, it examined the extent to which questions are referred, the types of questions that are more likely to be referred than others, and the level of user satisfaction with the referrals in the collaborative chat reference service. <br><b>Method.</b> The data analysed for this study were 420 chat reference transaction transcripts along with corresponding online survey questionnaires submitted by the service users. Both sets of data were collected from an electronic archive of a southeastern state public library system that has participated in 24/7 Reference of the Metropolitan Cooperative Library System (MCLS). <br><b>Results.</b> Referrals in the collaborative chat reference service comprised approximately 30% of the total transactions. Circulation-related questions were the most often referred among all question types, possibly because of the inability of 'outside' librarians to access patron accounts. Most importantly, user satisfaction with referrals was found to be significantly lower than that of completed answers. <br><b>Conclusion.</b> The findings of this study addressed the importance of distinguishing two types of referrals: the expert research referrals conducive to collaborative virtual reference services; and the re-directional local referrals that increase unnecessary question traffic, thereby being detrimental to effective use of collaborative reference. Continuing efforts to conceptualize referrals in multiple dimensions are anticipated to fully grasp complex phenomena underlying referrals. |
| format | Article |
| id | doaj-art-54438150eb304e0fb7410272d8053132 |
| institution | Kabale University |
| issn | 1368-1613 |
| language | English |
| publishDate | 2006-01-01 |
| publisher | University of Borås |
| record_format | Article |
| series | Information Research: An International Electronic Journal |
| spelling | doaj-art-54438150eb304e0fb7410272d80531322025-02-02T20:39:45ZengUniversity of BoråsInformation Research: An International Electronic Journal1368-16132006-01-01112246User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfactionNahyun Kwon<br><b>Introduction.</b> This study investigated unmonitored referrals in a nationwide, collaborative chat reference service. Specifically, it examined the extent to which questions are referred, the types of questions that are more likely to be referred than others, and the level of user satisfaction with the referrals in the collaborative chat reference service. <br><b>Method.</b> The data analysed for this study were 420 chat reference transaction transcripts along with corresponding online survey questionnaires submitted by the service users. Both sets of data were collected from an electronic archive of a southeastern state public library system that has participated in 24/7 Reference of the Metropolitan Cooperative Library System (MCLS). <br><b>Results.</b> Referrals in the collaborative chat reference service comprised approximately 30% of the total transactions. Circulation-related questions were the most often referred among all question types, possibly because of the inability of 'outside' librarians to access patron accounts. Most importantly, user satisfaction with referrals was found to be significantly lower than that of completed answers. <br><b>Conclusion.</b> The findings of this study addressed the importance of distinguishing two types of referrals: the expert research referrals conducive to collaborative virtual reference services; and the re-directional local referrals that increase unnecessary question traffic, thereby being detrimental to effective use of collaborative reference. Continuing efforts to conceptualize referrals in multiple dimensions are anticipated to fully grasp complex phenomena underlying referrals.http://informationr.net/ir/11-2/paper246.htmlVirtual reference services |
| spellingShingle | Nahyun Kwon User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction Information Research: An International Electronic Journal Virtual reference services |
| title | User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction |
| title_full | User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction |
| title_fullStr | User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction |
| title_full_unstemmed | User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction |
| title_short | User satisfaction with referrals at a collaborative virtual reference service Virtual reference services, Reference services, Referrals, User satisfaction |
| title_sort | user satisfaction with referrals at a collaborative virtual reference service virtual reference services reference services referrals user satisfaction |
| topic | Virtual reference services |
| url | http://informationr.net/ir/11-2/paper246.html |
| work_keys_str_mv | AT nahyunkwon usersatisfactionwithreferralsatacollaborativevirtualreferenceservicevirtualreferenceservicesreferenceservicesreferralsusersatisfaction |