Interpreting Library Chat Reference Service Transactions. Issue 2 (3rd April 2019)

• Record Type: Journal Article
• Authors: Mavodza, Judith
• Is Part Of: Reference librarian. Volume 60:Issue 2(2019)
• Page Start: 122
• Page End: 133
• Publication Date: 2019-04-03
• Subjects: Live chat reference -- technology acceptance -- READ scale; Reference services (Libraries) -- Periodicals; Library administration -- Periodicals; 025.5205
• DOI: 10.1080/02763877.2019.1572571
• Languages: English
• ISSNs: 0276-3877

Abstract

ABSTRACT: This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library. Widespread and popular in the regional commercial sector, it is not so in local academic libraries whose library websites were visited. Rather, chat is used primarily as a service for general university enquiries. For this paper, library live chat scripts covering a five-year period from February 2013 to February 2018 were examined, a literature review done, and insights derived from those scripts. Findings contribute towards context-specific understanding of university student library use habits.