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Direct linkArnold, Julie; Kaske, Neal K. – portal: Libraries and the Academy, 2005
A quantitative study of a university chat reference service (online synchronous) addresses the following research questions: (1) What types of questions are being asked? (2) Who is asking the questions of the service? and (3) Did the customers get correct answers to their questions? All the transcripts (351) from January through August 2002 were…
Descriptors: Reference Services, Computer Mediated Communication, User Needs (Information), Communication Research
