Document Type

Article

Publication Date

1-2009

Volume

70

Issue

1

Journal

College & Research Libraries

First Page

71

Last Page

84

Abstract

Academic libraries have experienced growing demand for 24/7 access
to resources and services. Despite the challenges and costs of chat
reference service and consortia, many libraries are finding the demand
for these services worth the cost. One key challenge is providing and
measuring quality of service, particularly in a consortia setting. This study
explores the quality of service provided in one academic library participating
in a 24/7 chat reference consortium, by assessing transcripts of
chat sessions using in-house reference quality standards. Findings point
to both similarities and differences between chat interactions of local
librarians versus consortia staff.

Notes

Deborah Meert is currently a librarian at The University of Western Ontario.

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