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.
Copyright Statement
Post-print
Repository Citation
Lux, Vera J. and Rich, Linda, "Can Student Assistants Effectively Provide Chat Reference Services? Student Transcripts vs. Librarian Transcripts" (2016). University Libraries Faculty Publications. 31.
https://scholarworks.bgsu.edu/ul_pub/31
Publication Date
12-21-2016
Publication Title
Internet Reference Services Quarterly
DOI
https://doi.org/10.1080/10875301.2016.1248585
Start Page No.
115
End Page No.
139