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Direct linkRoper, Kristin Grabarek; Sobel, Karen – Public Services Quarterly, 2012
Librarians who provide virtual reference services often perceive that their patrons self-identify to some degree, even when transactions are anonymous. They also develop a sense of patrons' greatest research-related needs over time. In this article, two librarians analyze two years' worth of virtual reference transcripts to determine what patrons…
Descriptors: Academic Libraries, Reference Services, Computer Mediated Communication, Synchronous Communication
