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