Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice | Zendy

Krisellen Maloney | Zendy; Jan H. Kemp | Zendy

Open Access

Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice

Author(s) -

Krisellen Maloney,

Jan H. Kemp

Publication year - 2015

Publication title -

college and research libraries

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 1.886

H-Index - 52

eISSN - 2150-6701

pISSN - 0010-0870

DOI - 10.5860/crl.76.7.959

Subject(s) - staffing , computer science , service (business) , world wide web , online discussion , digital reference , knowledge management , psychology , political science , business , marketing , law

There has been longstanding debate about whether the level of complexity of questions received at reference desks and via online chat services requires a librarian’s expertise. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librarians. However, convenient, proactive online chat services could reverse the trends. This paper provides results of a study of reference question complexity following implementation of a proactive chat service. The study reveals changes in the complexity of chat questions that may have implications for staffing online reference services.

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