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Direct linkMawhinney, Tara; Hervieux, Sandy – College & Research Libraries, 2022
This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal…
Descriptors: Use Studies, Library Services, Reference Services, Computer Mediated Communication
