在线聊天参考：问题类型及其对大型高校图书馆人员配置的启示

Q2 Social Sciences

Reference Librarian Pub Date : 2018-09-10 DOI:10.1080/02763877.2018.1515688

Debbie Meert-Williston, Rachel M. Sandieson

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引用次数: 9

摘要

本研究调查了学术在线参考聊天服务中提出的问题类型，以确定回答这些问题所需的图书馆工作人员专业知识水平。分析了来自大型学术图书馆的成绩单，以确定所问问题的类型和所问参考问题的复杂性。数据显示，75%的问题为非参考问题，17%的问题为现成参考问题，8.6%的问题为深入或复杂的参考问题。有能力回答流通问题和一般参考问题的图书馆工作人员将具有为通过聊天参考提出的各种问题配备人员所需的最佳专业知识水平。

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Online Chat Reference: Question Type and the Implication for Staffing in a Large Academic Library

ABSTRACT This study investigated the types of questions asked in an academic online reference chat service to ascertain the level of library staff expertise needed to answer the questions. The transcripts from a large academic library were analyzed to determine both the type of questions asked, and the complexity of the reference questions asked. The data showed that 75% of the questions asked were non-reference, 17% of the questions asked were ready-reference, and 8.6% of the questions asked were in-depth or complex reference questions. Library staff with the capacity to answer both circulation and general reference questions would have the optimum level of expertise needed for staffing the types of questions asked through chat reference.

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来源期刊

Reference Librarian Social Sciences-Library and Information Sciences

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.