Title

Interpreting Library Chat Reference Service Transactions

Source of Publication

Reference Librarian

Abstract

©, Published with license by Taylor & Francis. © Judith Mavodza. ©, © Judith Mavodza. This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library. Widespread and popular in the regional commercial sector, it is not so in local academic libraries whose library websites were visited. Rather, chat is used primarily as a service for general university enquiries. For this paper, library live chat scripts covering a five-year period from February 2013 to February 2018 were examined, a literature review done, and insights derived from those scripts. Findings contribute towards context-specific understanding of university student library use habits.

Document Type

Article

First Page

122

Last Page

133

Publication Date

4-3-2019

DOI

10.1080/02763877.2019.1572571

Author First name, Last name, Institution

Judith Mavodza, Zayed University

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