Publication Date

2009

Document Type

Article

Keywords

Chat reference

Abstract

Using a scoring rubric based on RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers, librarians’ performance in 106 chat reference transcripts in which a patron was determined to be acting inappropriately were compared to 90 randomly chosen transcripts from the same time period in which no inappropriate behavior was identified. Librarians serving appropriately behaving patrons scored significantly better on two of five major dimensions of the RUSA Guidelines. Recommendations for librarians serving inappropriately behaving patrons and for improving the three of the five major dimensions are given.

Publication Statement

Copyright held by the author or publisher. User is responsible for all copyright compliance.

Rights Holder

Jack M. Maness, Sarah Naper, Jayati Chaudhuri

Provenance

Received from author

File Format

application/pdf

Language

English (eng)

Extent

12 pgs

File Size

219 KB

Publication Title

Reference & User Services Quarterly

Volume

49

First Page

1

Last Page

12

Comments

Published version available at: http://www.jstor.org/stable/20865217

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