Document Type

Article

Publication Date

1-2008

Keywords

Chat Reference

Abstract

Thirty-one chat reference conversations were linguistically analyzed, compared to twenty-three instant messaging (IM) conversations held between students, and further correlated to students’ satisfaction with the reference interaction. Conversations between librarians and students in chat reference are more formal than those solely involving students, and the use of some linguistic patterns are correlated to user satisfaction.

Comments

Published version may be found at: https://doi.org/10.1016/j.acalib.2007.11.008



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