University Libraries Faculty Publications

Document Type

Article

Abstract

To determine if undergraduate student information desk assistants were effectively staffing the library's chat reference service, librarians at Bowling Green State University embarked on a chat transcript analysis project, comparing the performance of librarians to student assistants. Although student desk assistants generally did not perform as well as librarians, it was concluded that with a renewed emphasis on continual oversight and training, students were a very viable option for staffing a chat reference service.

Publication Date

12-21-2016

Publication Title

Internet Reference Services Quarterly

Volume

21

Issue

3-4

Start Page No.

115

End Page No.

139

DOI

http://dx.doi.org/10.1080/10875301.2016.1248585

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