Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type - Kwon, Nahyun (Library & information science research, 2007)
Keywords: 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