WNYLRC employee Jaclyn McKewan and WNYLRC member Scott Richmond (State University of New York at Fredonia) were recently published in The Reference Librarian.
Over the past year, they conducted an analysis of chat transcripts from Ask Us 24/7, New York State’s virtual reference service, which Jaclyn manages. They coded transcripts by question type and resolution, for a set of chats from 2006 and a set from 2014.
You can read the full article at one of the links below.
“Needs and Results in Virtual Reference Transactions: A Longitudinal Study,” The Reference Librarian, November 1, 2016.