The reference librarian is now online!: Understanding librarians' perceptions of quality chat reference using critical incident technique

Department/Unit

Libraries

Document Type

Article

Source Title

Journal of Philippine Librarianship

Volume

32

First Page

13

Last Page

38

Publication Date

2012

Abstract

This article attempts to understand the librarians’ perceptions of quality chat reference services of selected academic libraries in the Philippines. It aims to investigate the perceptions of librarians in terms of (1) chat reference definition; (2) similarities and differences of reference interview in chat reference and traditional reference; (3) advantages and disadvantages of chat reference and in-person reference; and, (4) successful and less successful experience in chat reference. Using the Critical Incident Technique (CIT), a survey of 20 library staff who perform chat reference services in UP Diliman and UP Los Baños was conducted. A total of 76 critical incidents were analyzed using MAXqda, wherein 61.84% were positive incidents. The success of chat interactions was dependent on librarians’ knowledge of information resources and, a fast and stable Internet connection

html

Disciplines

Library and Information Science

Keywords

Reference services (Libraries)—Online chat groups; Academic libraries—Reference services—Philippines

Upload File

wf_no

This document is currently not available here.

Share

COinS