Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice

2015/11/01 by Krisellen Maloney, Jan H. Kemp

paper · doi:10.5860/crl.76.7.959

crossref created 2015/10/29 · crossref issued 2015/11/01 · crossref published 2015/11/01 · crossref published-online 2015/11/01 · crossref deposited 2017/06/21 · crossref indexed 2026/07/24

Abstract

There has been longstanding debate about whether the level of complexity of questions received at reference desks and via online chat services requires a librarian’s expertise. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librarians. However, convenient, proactive online chat services could reverse the trends. This paper provides results of a study of reference question complexity following implementation of a proactive chat service. The study reveals changes in the complexity of chat questions that may have implications for staffing online reference services.

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