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Resource Delivery and Teaching in Live Chat Reference: Comparing Two Libraries
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Dempsey, Paula R. – College & Research Libraries, 2017
This study investigates how reference staff at two libraries balance teaching with resource delivery in live chat reference. Analysis of 410 transcripts from one week shows that one library tends to deliver more resources from a wider range of database suggestions, to take more time in chat interactions, and to incorporate more teaching behavior…
Descriptors: Delivery Systems, College Libraries, Comparative Analysis, Reference Services