Chat Ref Analysis—Exploring and Analyzing Chat Reference Transcripts Specifically Relating to Acquisitions and Discovery
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DOI: 10.1080/00987913.2019.1647775
Abstract: Abstract The Chat Reference Analysis project is an effort to understand and analyze the topics of concern for users with particular focus on issues that can be addressed by the Acquisitions and Discovery (A&D) Department.… read more here.
Keywords: acquisitions discovery; reference transcripts; chat reference; analysis ... See more keywords
How Important is Communication Style in Chat Reference?
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DOI: 10.1080/10875301.2019.1628157
Abstract: Abstract Chat operators sometimes struggle to find a communication style that balances approachability and warmth with professionalism and authority. Both formal and informal communication styles have benefits and drawbacks that may affect patron satisfaction. Consequently,… read more here.
Keywords: communication style; chat reference; willingness return; communication ... See more keywords