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    Factors Influencing Digital Reference Triage: A Think-Aloud Study

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    Author
    Pomerantz, Jeffrey
    Issue Date
    2004-07
    Submitted date
    2007-05-25
    Keywords
    Reference Services
    Local subject classification
    digital reference
    triage
    Delphi method
    question referral
    automation
    digital library service
    
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    Citation
    Factors Influencing Digital Reference Triage: A Think-Aloud Study 2004-07, 74(3):235-264 The Library Quarterly
    Journal
    The Library Quarterly
    URI
    http://hdl.handle.net/10150/106006
    Abstract
    This article describes a think-aloud study conducted to identify factors that influence the decisions made by digital reference "triagers" when performing triage on questions received by digital reference services. This study follows and expands on a Delphi study that identified factors that triagers agreed on after the fact of their performance of triage by identifying factors that triagers take into consideration during their performance of question triage. Thirty-eight factors that influence triage decisions were identified, in eight categories. Eight of these factors are intrinsic to the question itself; the remaining thirty factors are extrinsic to the question, situating it in a context for the user and the service. These factors must be taken into consideration by any future system for automated triage.
    Type
    Journal Article (Paginated)
    Language
    en
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