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ERIC Number: EJ877361
Record Type: Journal
Publication Date: 2008
Pages: 26
Abstractor: As Provided
ISSN: ISSN-1522-8959
Frequency and Content of Chat Questions by Time of Semester at the University of Central Florida: Implications for Training, Staffing and Marketing
Goda, Donna; Bishop, Corinne
Public Services Quarterly, v4 n4 p291-316 2008
The more than 4,000 "chats" received by the University of Central Florida's (UCF) Ask-A-Librarian digital reference service are the subject of this practitioner-based, descriptive case study. Question content from chats received during four semesters between January 2005 and May 2006 are categorized and plotted, by semester, to show the number of questions received in each question category. The study seeks to provide a baseline of descriptive statistics for the UCF digital reference service and to address gaps in the literature about the manner in which patrons are using digital reference services. Further, awareness of question topics can contribute to effective decisions about training and staffing requirements and marketing of services. (Contains 1 table and 6 figures.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Florida