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ERIC Number: EJ1206729
Record Type: Journal
Publication Date: 2019
Pages: 18
Abstractor: As Provided
ISSN: ISSN-1533-290X
Is the Medium the Message? Examining Transactions Conducted via Text in Comparison with Traditional Virtual Reference Methods
Mawhinney, Tara; Kochkina, Svetlana
Journal of Library & Information Services in Distance Learning, v13 n1-2 p56-73 2019
Texting is a widespread mode of communication and libraries are experimenting with it to interact with users. This article presents the results of a study on virtual reference service. The authors seek to determine whether or not the texting service is filling a different information need than chat and email by examining the level of difficulty and the topic of questions using these different methods of communication. Findings indicate a marked difference between the type and complexity of questions sent via text and traditional forms of virtual reference, and suggest that texting fills a complimentary role in relation to other traditional virtual reference communication channels used within libraries.
Routledge. Available from: Taylor & Francis, Ltd. 530 Walnut Street Suite 850, Philadelphia, PA 19106. Tel: 800-354-1420; Tel: 215-625-8900; Fax: 215-207-0050; Web site:
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: Canada (Montreal)