What is it about?
Many artricles have been published about online (chat) reference in libraries. This article evaluated and synthesised the findings of a number of surveys undertaken to evaluate chat reference in various library settings.
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Why is it important?
This is a systematic review, which is a very specific kind of evidence-based research methodology which at the time, was not commonly used in library science. The successful application of this method to a qualitative question about online (chat) reference and user satisfaction helped draw braod conclusions about the viability of this library service.
Perspectives
I had a great co-author on this article and as a result of undertaking this systematic review, I now teach the method as a library workshop. My research however, now focuses more on research impact metrics as opposed to service evaluation.
Elaine Lasda
University at Albany (SUNY)
Read the Original
This page is a summary of: User satisfaction with electronic reference: a systematic review, Reference Services Review, August 2010, Emerald,
DOI: 10.1108/00907321011084789.
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