Title

Frequency And Content Of Chat Questions By Time Of Semester At The University Of Central Florida: Implications For Training, Staffing And Marketing

Keywords

Chat reference; Digital reference; Online reference; Virtual reference

Abstract

The more than 4,000 "chats" received by the University of Central Florida's (UCF) Ask-A-Librarian digital reference service are the subject of this practitioner-based, descriptive case study. Question content from chats received during four semesters between January 2005 and May 2006 are categorized and plotted, by semester, to show the number of questions received in each question category. The study seeks to provide a baseline of descriptive statistics for the UCF digital reference service and to address gaps in the literature about the manner in which patrons are using digital reference services. Further, awareness of question topics can contribute to effective decisions about training and staffing requirements and marketing of services. © 2008 by The Haworth Press. All rights reserved.

Publication Date

1-1-2008

Publication Title

Public Services Quarterly

Volume

4

Issue

4

Number of Pages

291-316

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1080/15228950802285593

Socpus ID

67650162809 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/67650162809

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