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ALA Program: New Reference Research - 10th Reference Research Forum
daemon@ATHENA.MIT.EDU (Joan Stein)
Tue Jun 8 20:05:13 2004
Date: Mon, 07 Jun 2004 21:41:34 -0400
From: Joan Stein <joan@ANDREW.CMU.EDU>
To: PACS-L@LISTSERV.UH.EDU
Reply-to: Public-Access Computer Systems Forum <PACS-L@LISTSERV.UH.EDU>
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This program should appeal to reference practitioners,
heads of reference, library school faculty & students,
and researchers. We hope to see you there!
New Reference Research: the 10th Annual Reference Research Forum
2004 ALA Annual Conference, Orlando, Florida
Sunday, June 27, 2004, 1:30 p.m.-3:30 p.m.
Plaza International Ballroom C
"Does the Medium Matter? A Comparative Analysis of Openings in Face
?to-Face and Computer Mediated Reference Interactions."
Do patrons behave differently in an online reference interaction than they
do in-person, and if so, how are these differences manifested? A research
team from Cornell University digitally recorded a day of in-person and
phone reference interactions (chat and email transcripts were
automatically captured by the application software). Their analysis
focuses specifically on the initial stages of reference interactions, i.e.
“approachability” and “interest” in the 1996 RUSA Behavioral Guidelines,
or “entries” in the theory of interpersonal communication. The snapshot
of reference in the 21st century that their transcripts provide and their
analysis of the transcripts can significantly impact reference service.
Cornell University Research Team:
Virginia Cole, Reference & Digital Services Librarian, Olin & Uris
Libraries; Nan Hyland, Public Services Librarian, Mann Library; Kornelia
Tancheva, Public Services Librarian, Mann Library; Nancy Skipper,
Assistant Head, of Reference, Olin & Uris Libraries; Bruce William Hardy,
Graduate Student, Communication Dept.; Jeff Hancock, Faculty,
Communication Dept.
“Hmmm? just a moment while I keep looking:” Interpersonal Communication in
Chat Reference
Practitioners and researchers charged with evaluating chat reference
services are being faced by new challenges. What relational dimensions
are present in transcripts? This study explores the quality of the
interpersonal aspects of these services, including compensation for lack
of nonverbal cues and differences in the relational patterns of chat users
and librarians. A random sample of 200 anonymous transcripts from a
statewide service has undergone in-depth qualitative analysis. Some
interpersonal skills important to face-to-face reference success are
present here in modified form. Practical implications for service
development and training will be determined and recommendations for
improvement will be shared. Marie Radford, Ph.D., Acting Dean Pratt
Institute, SILS and Joseph Thompson, Project Coordinator: Maryland
AskUsNow! Information Services Department, Baltimore County Public
Library
"A Longitudinal and Qualitative Study of Student Information-seeking
Behaviors, Attitudes and Skill Development"
In an effort to learn more about college students' information seeking
behaviors, the Library at the University of the Pacific initiated a study
a longitudinal study. We chose a longitudinal and qualitative methodology
in order to examine the development of research skills over time and to
freely explore student attitudes, behaviors and skills in some detail.
After completing three years of annual interviews with our cohort of 18
undergraduate students, we have gained valuable insights into student
approaches to finding information and their skill development, and will
share preliminary findings at this presentation.
Kathlin L. Ray, Assistant Dean, University Library, University of the Pacific
Joan E. Stein, Chair
RUSA MOUSS Research & Statistics Committee
Head, Access Services
Carnegie Mellon University Libraries
Hunt Library
4909 Frew Streeet
Pittsburgh, PA 15213
(412)268-5826
(412)268-6944
