Article
Interpreting Library Chat Reference Service Transactions
The Reference Librarian
(2019)
Abstract
This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library. Widespread and popular in the regional commercial sector, it is not so in local academic libraries whose library websites were visited. Rather, chat is used primarily as a service for general university enquiries. For this paper, library live chat scripts covering a five-year period from February 2013 to February 2018 were examined, a literature review done, and insights derived from those scripts. Findings contribute towards context-specific understanding of university student library use habits.
Keywords
- Live chat
Disciplines
Publication Date
2019
DOI
10.1080/02763877.2019.1572571
Citation Information
Judith Mavodza. "Interpreting Library Chat Reference Service Transactions" The Reference Librarian Vol. 60 Iss. 2 (2019) p. 122 - 133 ISSN: 1541-1117 Available at: http://works.bepress.com/judith_mavodza/15/