Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type

• Published in: Library & information science research Vol. 29; no. 1; pp. 70 - 91
• Main Author: Kwon, Nahyun
• Format: Journal Article
• Language: English
• Published: San Diego, CA Elsevier Inc 01.03.2007; Elsevier
• Subjects: Chat rooms; Collaboration; Exact sciences and technology; Information and communication sciences; Information science. Documentation; Information service management; Library and documentation centre management; Library and information science. General aspects; Online reference work; Public libraries; Sciences and techniques of general use; Use and user studies. Information needs; User satisfaction; User service management; Performance evaluation; Public library; Reference service; Internet chat; Question answering; Use study; Effectiveness factor
• ISSN: 0740-8188; 1873-1848
• DOI: 10.1016/j.lisr.2006.08.012

This study investigated the effectiveness of question answering by question types in the inter-institutional collaborative chat reference service at a public library system. In particular, this study examined whether subject-based research type questions are answered as effectively as simple factual type questions, and whether local-specific questions are answered as effectively as non-local questions in the inter-institutional chat reference service. Effectiveness was assessed in terms of answer completeness and user satisfaction. The analysis was based on user surveys and corresponding transcripts of 415 chat reference transactions initiated by patrons of a public library system. The study found little difference in the effectiveness of question answering between subject-based research and simple factual questions. However, local-specific questions, such as circulation-related and inquires about local library services, were answered less completely and patrons expressed lower levels of satisfaction compared to non-local questions. These findings indicate problems and gaps in coordinating the inter-institutional chat reference service among participating libraries. Implications to design seamless services in the collaborative service were discussed.