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ERIC Number: EJ885387
Record Type: Journal
Publication Date: 2006
Pages: 19
Abstractor: As Provided
ISSN: ISSN-1522-8959
Evaluating a Chat Reference Service at the University of South Alabama's Baugh Biomedical Library
Clanton, Clista C.; Staggs, Geneva B.; Williams, Thomas L.
Public Services Quarterly, v2 n2-3 p107-125 2006
The University of South Alabama's Baugh Biomedical Library recently initiated a chat reference service targeted at distance education students in the biomedical sciences. After one year of service, the library conducted an evaluation of the chat reference to assess the success of this mode of reference service. Both traditional reference and digital reference evaluation methods are selected. The evaluation measures include both statistical and descriptive data, such as: number of questions received, time and day of week questions are received, type of questions, number of users, number of repeat users, saturation rate, transcript analysis, and user surveys. Results indicate that the chat reference service is well received by both the target audience and other users. (Contains 4 tables and 3 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 - Evaluative
Education Level: Higher Education
Audience: Media Staff
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Alabama