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ERIC Number: EJ1080457
Record Type: Journal
Publication Date: 2015-Nov
Pages: 16
Abstractor: As Provided
ISSN: ISSN-0010-0870
Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice
Maloney, Krisellen; Kemp, Jan H.
College & Research Libraries, v76 n7 p959-974 Nov 2015
There has been longstanding debate about whether the level of complexity of questions received at reference desks and via online chat services requires a librarian's expertise. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librarians. However, convenient, proactive online chat services could reverse the trends. This paper provides results of a study of reference question complexity following implementation of a proactive chat service. The study reveals changes in the complexity of chat questions that may have implications for staffing online reference services.
Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research; Information Analyses
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A