Providing Chat Reference Service: A Survey of Current Practices Matt Marsteller and Paul Neuhaus Virtual Reference Desk Conference Orlando, FL November 13, 2001
Introduction
Definitions
Methodology (1)
Methodology (2)
Methodology (3)
Survey Response
Limitations of Survey
Type of Library
Breakdown by Chat Service or Vendor Utilized
Chat Operators per Institution
Training
Staff Characteristics
Reference Hours per Week
Expenses (Excluding Salaries)
Salaries
Change Service/Vendor
Rationale For Change
Time in Operation
Hours of Service
Questions Per Month
Comparison to Other Reference Mediums
Value as a Reference Tool
Worth the Money?
A Quote from the Past
Cross-tabulated Statistics
Picking the Proper Statistical Test
The P value
A Fake Example of Fisher’s Exact Test – Part 1
A Fake Example of Fisher’s Exact Test – Part 2
Value of Chat by Number of Employees
Value of Chat by:
How Long an Institution Has Offered Chat by:
How Long Offered by Are You Changing Vendors
Existence of a Written Policy by:
Written Policy by Number of Employees (FTE)
Participation in a Consortium by:
Are You Changing Vendors by:
Vendor Used by:
Conclusions
Conclusions (continued)
For Future Research
Acknowledgements
Thank You!
References
References (cont)
Email: matthewm@andrew.cmu.edu