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ERIC Number: EJ993512
Record Type: Journal
Publication Date: 2012
Pages: 19
Abstractor: As Provided
Reference Count: 14
ISBN: N/A
ISSN: ISSN-1522-8959
Anonymity versus Perceived Patron Identity in Virtual Reference Transcripts
Roper, Kristin Grabarek; Sobel, Karen
Public Services Quarterly, v8 n4 p297-315 2012
Librarians who provide virtual reference services often perceive that their patrons self-identify to some degree, even when transactions are anonymous. They also develop a sense of patrons' greatest research-related needs over time. In this article, two librarians analyze two years' worth of virtual reference transcripts to determine what patrons actually disclose about their identities and their needs. The authors discuss the benefits of both preserving anonymity and perceiving needs and identity. The authors also suggest a framework and methodology that other librarians may use to perform similar investigations at their libraries. (Contains 3 figures and 1 note.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Colorado