The chat reference interview: seeking evidence based on RUSA’s guidelines

What is it about?

The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. This paper develops a methodology for evaluating the reference interview in a virtual reference transaction. The data is used to argue that specific reference interview “best practice standards” should be developed for remote access reference services

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Why is it important?

Reference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs. Suggested modifications of the RUSA reference interview guidelines for remote access reference services are presented.