Politeness in Proactive Library Chat Reference

Libraries have increasingly turned to a “proactive” model of chat reference as opposed to a traditional “reactive” static model. It is well documented that proactive chat leads to an increase in usage, and prior research suggests question complexity increases with proactive chat as well. At this tim...

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Bibliographic Details
Published inReference and user services quarterly Vol. 60; no. 2; p. 89
Main Author Vladoiu, Megan
Format Journal Article
LanguageEnglish
Published Chicago American Library Association 2025
Subjects
Chat
Coding
Communication (Thought Transfer)
Data Analysis
Language Usage
Librarians
Libraries
Library Personnel
Literature Reviews
Politeness
Reference Materials
Reference Services
Research Design
Self Concept
Time
Transcripts (Written Records)
User Needs (Information)
Online AccessGet full text
ISSN1094-9054
1094-9054
2163-5242
DOI10.5860/rusq.60.2.8378

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Summary:Libraries have increasingly turned to a “proactive” model of chat reference as opposed to a traditional “reactive” static model. It is well documented that proactive chat leads to an increase in usage, and prior research suggests question complexity increases with proactive chat as well. At this time, no study has investigated politeness in proactive library chat reference. By better understanding how politeness functions in chat reference, librarians will be able to adapt to a changing reference environment.
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ISSN:1094-9054
1094-9054
2163-5242
DOI:10.5860/rusq.60.2.8378