Title

Using Transaction Logs to Study the Effectiveness of Librarian Behaviors on User Satisfaction in a Virtual Setting: A Mixed-Method Approach

Document Type

Article

Publication Date

2010

Digital Object Identifier (DOI)

https://doi.org/10.4018/jdsst.2010040104

Abstract

Chat reference is becoming more common and it is important to be able to effectively judge user satisfaction with the results they receive. The behaviors the reference librarian should use to ensure that users are satisfied with chat reference sessions must also be determined. In this paper, the authors indicate that many of these behaviors could be mapped to the virtual environment with great success. The purpose of this paper is to describe and explain the methodology, which is a mixture of qualitative and quantitative methods, to allow others to adapt this methodology to their own situations.

Was this content written or created while at USF?

Yes

Citation / Publisher Attribution

International Journal of Decision Support System Technology, v. 2, issue 2, art. 4, p. 36-41

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