Conclusions of the Assessment
§Patrons are
asking significant numbers of in-depth reference questions via chat
§Patrons
have an overwhelmingly positive response to librarian questioning in order to clarify their information needs
§Librarians
can take the time to perform a reference interview, when appropriate
M.R. Marsteller and D. Mizzy, “Exploring the Synchronous Digital Reference Interaction for Query Types,
Question Negotiation, and
Patron Response,” Internet Reference Services Quarterly, 8,
no. 1/2 (2003): 149-165.