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Seeking synchronicity : OCLC, Rutgers researchers explore virtual reference services by analyzing chat transcripts

Author: Robert C Bolander; Lynn Silipigni Connaway; Marie L Radford
Edition/Format:   Downloadable article   Computer File : English
Publication:NextSpace, No. 2 (2006)
Database:WorldCat
Summary:
Lynn Silipigni Connaway, OCLC Consulting Research Scientist, and Marie L. Radford, Associate Professor at the Rutgers University School of Communication, Information & Library Studies, are conducting a two-year, multiphase study of virtual reference services (VRS) from user, non-user and librarian perspectives. Supported by a grant from the Institute of Museum and Library Services and in-kind contributions from OCLC  Read more...
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Details

Material Type: Internet resource
Document Type: Internet Resource, Article, Computer File
All Authors / Contributors: Robert C Bolander; Lynn Silipigni Connaway; Marie L Radford
ISSN:1559-0011
OCLC Number: 449238813
Notes: Title from article (viewed October 5, 2009).
In: NextSpace (No. 2, 2006).
Description: 1 online resource (1 page)
Details: Mode of access: World Wide Web.
Responsibility: by Robert C. Bolander, Lynn Silipigni Connaway and Marie L. Radford.
More information:

Abstract:

Lynn Silipigni Connaway, OCLC Consulting Research Scientist, and Marie L. Radford, Associate Professor at the Rutgers University School of Communication, Information & Library Studies, are conducting a two-year, multiphase study of virtual reference services (VRS) from user, non-user and librarian perspectives. Supported by a grant from the Institute of Museum and Library Services and in-kind contributions from OCLC and Rutgers, the study will investigate factors that influence the selection and use of synchronous (e.g., Internet chat-based) VRS and study user and staff perceptions of satisfaction. It also seeks to develop research-based recommendations for VRS staff to increase user satisfaction with the virtual reference experience.

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