Lessons Learned by
Chat Service Providers About
the Quality and
Type of Service Provided
Abstract: The level and quality of services provided regarding the correctness and completeness of answers given to customers of a university-based Chat reference service was addressed by this research. A total of 351 chat session transcripts posing 419 questions were collected and analyzed. The transcripts were coded for completeness of answer, accuracy of answer, whether or not answer was to be followed up in an email or whether the customer was referred to a subject specialist or another service unit or library. The transcripts were also coded to reflect “question type” using an accepted typology provided by Katz (1987) and Marsteller and Mizzy (2002) consisting of: Holdings/Known Item, Ready Reference, Directional, Specific Search, Policy & Procedure, and Research. Two or more individuals working independently coded each transaction. Differences in coding were resolved in discussions with coders and principal researchers to maintain coding consistency. The principal researchers had to agree on all coding. The accuracy of answers was analyzed in relation to the question types. The findings show a level of 91.72% for all types of questions with a range from 67% for research questions to 97% for ready reference questions. The data and analysis from this study provided insight into the level and quality of the chat services resulting in some staffing and training changes being made.
Notes: the complete reporting of this research will be presented in an upcoming issue of Reference Librarian. Additional research reported by these authors about chat services can be found on the following Web page: http:www.lib.umd.edu/groups/digref/research.html
Authors contact information
Julie Arnold, MLS
Coordinator of Reference Services, Engineering and Physical Sciences Library
Coordinator of Virtual Reference Services, University of Maryland Libraries
University of Maryland Libraries
College Park, MD 20742
Email: jh276@umail.umd.edu
Voice: 301-405-9151
Fax: 301-405-9164
Neal K. Kaske, Ph.D.
Manager, Engineering & Physical Sciences Library
University Libraries
University of Maryland
College Park, MD 20742-7011
301.405.9144 telephone
301.405.9164 fax
nkaske@umd.edu