This study aims to evaluate the effectiveness and potential utility of using machine learning and natural language processing techniques to develop models that can reliably predict the relative difficulty of incoming chat reference questions. Using a relatively large sample size of chat transcripts (N = 15,690), an empirical experimental design…

This paper describes a study that attempted to ascertain the degree of success that undergraduates and graduate students, with varying levels of experience using the World Wide Web and Web search engines, and without librarian instruction or intervention, had in locating relevant material on specific topics furnished by the investigators. Because…