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    Peer Review of Chat Reference Transcripts: Approaches and Strategies

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    Author
    Pomerantz, Jeffrey
    Luo, Lili
    McClure, Charles R.
    Issue Date
    2006
    Submitted date
    2007-05-25
    Keywords
    Reference Services
    Local subject classification
    chat reference
    virtual reference
    real-time reference
    collaborative reference
    NCknows
    peer review
    transcript
    
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    Citation
    Peer Review of Chat Reference Transcripts: Approaches and Strategies 2006, 28(1):24-48 Library & Information Science Research
    Journal
    Library & Information Science Research
    URI
    http://hdl.handle.net/10150/105485
    Abstract
    NCknows is a collaborative statewide chat-based reference service, launched in North Carolina in February 2004. The authors were contracted by the State Library of North Carolina as program evaluators for the NCknows project. This article reports on one component of the overarching evaluation effort: an analysis of the transcripts of NCknows chat sessions. This analysis was performed as a peer review, where NCknows librarians critiqued transcripts from the service. This study has three main findings: (1) The quality of reference service being provided by NCknows is high overall. (2) NCknows librarians are more engaged with users than are 24/7 staff members, but they are no more skilled in research or use of information sources. (3) Public librarians provide superior service, but academic librarians provide superior referrals. The implications of these findings for staffing chat reference services are discussed, with respect to librarians' credentials and the participating libraries' service philosophies.
    Type
    Journal (Paginated)
    Language
    en
    Collections
    DLIST

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