Providing Chat Reference Service: A Survey of Current Practices Matt Marsteller and Paul Neuhaus Virtual Reference Desk Conference Orlando, FL November 13, 2001

11/8/01


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Table of Contents

Providing Chat Reference Service: A Survey of Current Practices Matt Marsteller and Paul Neuhaus Virtual Reference Desk Conference Orlando, FL November 13, 2001

Introduction

Definitions

Methodology (1)

Methodology (2)

Methodology (3)

Survey Response

Limitations of Survey

Type of Library

Breakdown by Chat Service or Vendor Utilized

Chat Operators per Institution

Training

Staff Characteristics

Reference Hours per Week

Expenses (Excluding Salaries)

Salaries

Change Service/Vendor

Rationale For Change

Time in Operation

Hours of Service

Questions Per Month

Comparison to Other Reference Mediums

Value as a Reference Tool

Worth the Money?

A Quote from the Past

A Quote from the Past

Cross-tabulated Statistics

Picking the Proper Statistical Test

The P value

A Fake Example of Fisher’s Exact Test – Part 1

A Fake Example of Fisher’s Exact Test – Part 1

A Fake Example of Fisher’s Exact Test – Part 2

A Fake Example of Fisher’s Exact Test – Part 2

Value of Chat by Number of Employees

Value of Chat by:

How Long an Institution Has Offered Chat by:

How Long Offered by Are You Changing Vendors

Existence of a Written Policy by:

Written Policy by Number of Employees (FTE)

Participation in a Consortium by:

Are You Changing Vendors by:

Vendor Used by:

Conclusions

Conclusions (continued)

Conclusions (continued)

Conclusions (continued)

For Future Research

Acknowledgements

Thank You!

References

References (cont)

Author: scitechstaff

Email: matthewm@andrew.cmu.edu