To Chat Or Not to Chat — Taking Another Look at Virtual Reference, Part 1

@article{citeulike:143386, abstract = {At this point, we are about 4 years into the virtual reference "phenomenon" — also described as a "movement," an "explosion," and sometimes even a "fad." Thousands of articles have appeared on the subject. (Pity poor Bernie Sloan who tries to keep track of all of them at http://www.lis.uiuc.edu/~b-sloan/digiref.html and http://www.lis.uiuc.edu/~b-sloan/bernie.htm.) Most articles have focused on the day-to-day workings of chat reference — comparing the features of various software packages, dissecting the virtual reference interview, studying how librarians preformed online, evaluating training needs, assessing patron satisfaction, analyzing interesting items found in the transcripts, and examining nearly every nook and cranny of the virtual reference process. Literally dozens and dozens of case studies describe how libraries have done it "good" or done it "bad." Until recently, seeing the "big picture" would have been difficult or even impossible. We just didn't have enough data. But all the articles and reports and tales of individual experience have added up. Now we can see the big picture emerging, while still recognizing that there are lots of missing pieces, things we don't know, and things we could misinterpre t because we don't have all the facts. But we have enough data now at least to open a discussion about where we've been and what we've accomplished over the past few years.}, author = {Coffman, Steve and Arret, Linda }, citeulike-article-id = {143386}, journal = {Searcher}, keywords = {chat, digital, libraries, reference, virtual}, number = {7}, posted-at = {2005-03-31 00:53:02}, priority = {2}, title = {To Chat Or Not to Chat — Taking Another Look at Virtual Reference, Part 1}, url = {http://www.infotoday.com/searcher/sep04/arret\_coffman.shtml}, volume = {12}, year = {2004} }

TY - JOUR ID - citeulike:143386 L3 - citeulike-article-id:143386 TI - To Chat Or Not to Chat — Taking Another Look at Virtual Reference, Part 1 JF - Searcher VL - 12 IS - 7 N2 - At this point, we are about 4 years into the virtual reference "phenomenon" — also described as a "movement," an "explosion," and sometimes even a "fad." Thousands of articles have appeared on the subject. (Pity poor Bernie Sloan who tries to keep track of all of them at http://www.lis.uiuc.edu/~b-sloan/digiref.html and http://www.lis.uiuc.edu/~b-sloan/bernie.htm.) Most articles have focused on the day-to-day workings of chat reference — comparing the features of various software packages, dissecting the virtual reference interview, studying how librarians preformed online, evaluating training needs, assessing patron satisfaction, analyzing interesting items found in the transcripts, and examining nearly every nook and cranny of the virtual reference process. Literally dozens and dozens of case studies describe how libraries have done it "good" or done it "bad." Until recently, seeing the "big picture" would have been difficult or even impossible. We just didn't have enough data. But all the articles and reports and tales of individual experience have added up. Now we can see the big picture emerging, while still recognizing that there are lots of missing pieces, things we don't know, and things we could misinterpre t because we don't have all the facts. But we have enough data now at least to open a discussion about where we've been and what we've accomplished over the past few years. KW - chat KW - digital KW - libraries KW - reference KW - virtual AU - Coffman, Steve AU - Arret, Linda PY - 2004/// UR - http://www.infotoday.com/searcher/sep04/arret_coffman.shtml ER -