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.