Chatting Without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service
| Autor: | Katie Strand, Teagan Eastman, McKenzie Hyde, Rachel Wishkoski |
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| Přispěvatelé: | Routledge |
| Rok vydání: | 2019 |
| Předmět: |
Service (business)
Referral business.industry Computer science assessment Library services data analysis Distance education library reference services Usability Library and Information Sciences academic libraries Library instruction Grounded theory World Wide Web virtual reference ComputingMilieux_COMPUTERSANDEDUCATION Computer-mediated communication business Library and Information Science grounded theory |
| Zdroj: | Library Faculty & Staff Publications |
| ISSN: | 1533-2918 1533-290X |
| DOI: | 10.1080/1533290x.2019.1577784 |
| Popis: | As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program. The authors discuss the implications of their findings, as well as their process of closing the assessment loop. By using data to inform changes to virtual reference services, chat becomes more accessible and approachable to all users regardless of location. |
| Databáze: | OpenAIRE |
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