Relational Communication in Chat Reference Marie L. Radford and Lynn Silipigni Connaway New Jersey Communication Association Montclair State University,

Slides:

Advertisements

Similar presentations

Keeping Up With Technology Internet Resources. Web 2.0 Term coined in 2004 by Tim OReilly Meaningless buzzword? Definition: Web 2.0 is a term often applied.

Advertisements

Ask Ontario: built to last from the start Jan Dawson, MLIS askON Project Manager

Research Strategies: Joining Deaf Educators Together Deaf Education Virtual Topical Seminars Donna M. Mertens Gallaudet University October 19, 2004.

What Ohio Librarians Want to Know About College and University Faculty and Student Users Chandra Prabha, OCLC Lynn Silipigni Connaway, OCLC Brenda Dervin,

An Overview of the IMLS Project: Sense-making the information confluence: The whys and hows of college and university user satisficing of information needs.

Virtual Windows: Observing Chat Reference Encounters through Transcript Analysis Lynn Silipigni Connaway, Ph.D., Marie L. Radford, Ph.D. Lawrence Olszewski,

What in the World? Geographical Representation of Library Collections in WorldCat: A Prototype Lynn Silipigni Connaway Clifton Snyder.

OCLC Online Computer Library Center Use of Circulation Statistics and Interlibrary Loan Data in Collection Management Lynn Silipigni Connaway, Ph.D. Office.

OCLC Online Computer Library Center What Can Be Learned From Usage Data Lynn Silipigni Connaway Research Scientist Mark Bendig Systems Analyst ASIST 2003.

Why Not Libraries? Users Identify Their Information Preferences Presented by Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist OCLC Research.

OCLC Online Computer Library Center OCLC Research: Collection Assessment and Use Studies Lynn Silipigni Connaway Ed ONeill Chandra Prabha Mark Bendig Anya.

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2006 ALISE Conference San Antonio,

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Lynn Silipigni Connaway OCLC Members Council February 14, 2006.

Behaviors and Preferences of Digital Natives: Informing a Research Agenda ASIST Annual Conference October 18-25, 2007 Milwaukee, WI Sponsored by Special.

Getting Better All the Time: Improving Communication & Accuracy in Virtual Reference Reference Renaissance: Current and Future Trends Denver, CO August.

Marie L. Radford, Lynn Silipigni Connaway, &

Thriving on Theory: A New Model for Synchronous Reference Encounters Marie L. Radford, Ph.D. Associate Professor, Rutgers, The State University of NJ Lynn.

Quality Inquiry: User Perspectives on Virtual Reference Practice Marie L. Radford, Ph.D., Associate Professor Rutgers, The State University of New Jersey.

Not Dead Yet! Ready Reference in Live Chat Reference. Marie L. Radford Lynn Silipigni Connaway 13 th RUSA New Reference Research Forum ALA Annual Conference.

CREATing a New Theoretical Model for Reference Encounters in Synchronous Face-to-Face and Virtual Environments Marie L. Radford, Ph.D. Associate Professor,

Getting in Synch with Screenagers: Virtual Reference and Sustaining the Relevance of Libraries Lynn Silipigni Connaway Marie L. Radford Independent Reference.

Meeting the Information Needs of College and University Users: Preliminary Results of a Two-Year, Multidisciplinary User Investigation NFAIS 47 th Annual.

The Whys & Hows of Students & Faculty Finding What They Want Insights from interviews* Iowa OCLC Users Group Conference May 27, 2005 Lynn Silipigni Connaway,

Service Sea Change: Clicking with Screenagers through Virtual Reference Lynn Silipigni Connaway and Marie L. Radford Association of College & Research.

Reflections of Reference Practice: Analyzing Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2007 ALISE Conference.

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Lynn Silipigni Connaway and Marie L. Radford QuestionPoint Users Group Meeting.

ARE WE GETTING WARMER? QUERY CLARIFICATION IN VIRTUAL REFERENCE Marie L. Radford Lynn Silipigni Connaway Library Research Round Table ALA Annual Conference.

Screenagers and Virtual (Chat) Reference: The Future is Now! Presented by Marie L. Radford and Lynn Silipigni Connaway New Jersey Association of School.

Focusing on Change: Connecting to Both Millennials and Baby Boomers Presented by: Lynn Silipigni Connaway information: interactions & impact Conference.

Face-Work in Chat Reference Encounters Presented by Marie L. Radford and Lynn Silipigni Connaway Library Research Round Table June 24, 2006 ALA, New Orleans,

PLA National Conference Minneapolis, MN March 25-29, 2008 Exceeding Expectations: E-Reference Excellence in Collaborative VR Lynn Silipigni Connaway, Ph.D.

Users and Librarians Reveal Critical Factors for Virtual Reference Service Excellence Lynn Silipigni Connaway, Ph.D. Marie L. Radford, Ph.D. Best Practices.

March 14, 2009 ACRL Conference Seattle, WA I would sort of appreciate a little more understanding: Engaging Net Gen Students in Virtual Reference Marie.

June 22-25, 2009 i3 Conference Aberdeen, Scotland Convenience, Connections, Correctness, and Choice: Critical Components of Virtual Reference Service Quality.

Library Research Round Table ALA Annual Conference Anaheim, CA June 26-July 2, 2008 I Find What I Need Behaviors and Information-Seeking Preferences of.

Collaborative Virtual Reference Services Nancy Huling University of Washington Libraries Law Librarians of Puget Sound Workshop 29 April 2009.

LRS-V October 8,2010 Lynn Silipigni Connaway Senior Research Scientist Timothy J. Dickey Post-Doctoral Researcher I Dont Have to Know, I Go to One Spot:

Computer-Supported Collaborative Learning (CSCL), Virtual Math Teams (VMT), Group Cognition Gerry Stahl.

New Jersey Digital Video Initiative 1 A Collaborative Project Between &

The world’s libraries. Connected. Inspiring Initiatives in Qualitative Inquiry Focus Group Interviews: Indianapolis, 12 April 2013 ACRL 2013: Imagine,

E-tutoring Module 6 e-skills for e-learning. e-Communication Tools Asynchronous Tools –Time-independent – , Discussion/Bulletin Boards, wikis, blogs.

ALA Annual 2014 Las Vegas, NV June 30, 2014 Lynn Silipigni Connaway, Ph.D. Reordering Ranganathan: Shifting User Behaviors, Shifting Priorities Senior.

“Hmmm…Just a Moment While I Keep Looking:” Interpersonal Communication in Chat Reference Marie L. Radford, Ph.D. Acting Dean, Pratt Institute School of.

OCLC Research Webinar November 15, 2011 Lynn Silipigni Connaway, Ph.D. Senior Research Scientist OCLC Research Marie L. Radford, Ph.D. Associate Professor.

Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference Lynn Silipigni Connaway Marie L. Radford Best.

11 Collaboration and Crowdsourcing: Synergistic Solutions for Sustainable Virtual Reference, an Analysis of Critical Incidents Marie L. Radford, Ph.D.,

New York State Communication Association

Marie L. Radford, PhD, Rutgers University & Lynn Silipigni Connaway, PhD, OCLC Presented at the Fifth Annual iConference University of Illinois at Urbana-Champaign.

Marie L. Radford, Ph.D. Associate Professor Rutgers, The State University of New Jersey Lynn Silipigni Connaway, Ph.D. Senior Research Scientist OCLC Reference.

Mixed Emotions: The Affective Experience of Librarians During Virtual Reference Instructional Work Susan Wengler Ph.D. Student Rutgers, The State University.

The Rutgers New Media Center Gary Gigliotti, TEC Director Joseph Delaney, New Media Lab Director Monica Devanas, Director Faculty Development.

The world’s libraries. Connected. Convergence & Synergy: Social Q&A Meets Virtual Reference Services ASIS&T, 75 TH Annual Meeting 30 October 2012

Creating Chat Connections: E-valuating Virtual Reference Transcripts Marie L. Radford ACRL Delaware Valley Chapter November 2, 2007.

Extending Our Virtual Reach: A Longitudinal Study of Query Type & Accuracy in Live Chat & IM Reference Marie L. Radford, Ph.D., Rutgers University Lynn.

The world’s libraries. Connected. Conceptualizing Collaboration & Community in Virtual Reference & Social Q&A Marie L. Radford, Ph.D. Chair, Dept. of Library.

Seeking Synchronicity: Viewpoints of VRS Users, Librarians, and Non-Users on Live Chat Reference Marie L. Radford, Ph.D. Associate Professor Rutgers, The.

The Development, Maintenance, and Use of Course Web Sites The Development, Maintenance, and Use of Course Web Sites Panel at the ACM SIGCSE 34th Technical.

Seeking Sustainability & Singularity: Evaluating Virtual Reference From User, Non-user, & Librarian Perspectives Presented by Marie L. Radford and Lynn.

Understanding Virtual Users: Connecting Research to Practice Lynn Silipigni Connaway Consulting Research Scientist Clifton Snyder Software Engineer October.

The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012

The world’s libraries. Connected. Qualitative Inquiry in Social and Cultural Contexts The Critical Incident Technique CoLIS, Copenhagen, Denmark August.

Click, Call, or Come on In! Connecting to Millennials in FtF & VR Encounters R U Communicating? Speaking the Language of Millennials ACRL, University Library.

ASK?AWAY USERS GROUP October 19, 2006 AGENDA Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives.

On Virtual Face-Work: An Ethnography of Two Live Chat Reference Interactions Marie L. Radford, Ph.D., Rutgers University, New Jersey Gary P. Radford, Ph.D.,

E-Valuating Virtual Viewpoints: User, Non-User, and Librarians Perspectives on Live Chat-Based Reference Marie L. Radford, Ph.D. Associate Professor, Rutgers,

The world’s libraries. Connected. “How much change do you get from 40$?”

The world’s libraries. Connected. “You don’t want to be a dead-end” VRS Librarians on Collaboration & SQA iConference 15 February 2013

ALISE Philadelphia 9 January 2008 Users and Librarians Engaging in Virtual Spaces: Using Critical Incidents to Inform Practice and Education in Chat Reference.

A worldwide library cooperative OCLC Online Computer Library Center QuestionPoint Institution Administration QuestionPointTraining Russian State Library.

The Development, Maintenance, and Use of Course Web Sites Panel at the ACM SIGCSE 34th Technical Symposium on Computer Science Education, Reno,

Presentation transcript:

Relational Communication in Chat Reference Marie L. Radford and Lynn Silipigni Connaway New Jersey Communication Association Montclair State University, NJ March 25, 2006

Author Information Marie L. Radford, Ph.D. Associate Professor, Rutgers University, SCILS Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist

Interpersonal Dimensions of Chat Research Stream S.S. Green Award 44 transcripts (courtesy LSSI) Maryland AskUsNow! 245 transcripts (courtesy Maryland AskUsNow! Statewide Consortium) Library Lawline 113 transcripts (courtesy NELLCO Regional Consortium) Seeking Synchronicity IMLS Grant Rutgers & OCLC Todays presentation 177 transcripts (24/7, National & International) Additional transcripts (QuestionPoint & 24/7)

24/7 Transcript Analysis Generated random sample –July 7, 2004 through June 27, 2005 –263,673 sessions –200 total 177 usable transcripts –Excluding system tests and technical problems

Classification Methodology Qualitative Analysis Development/refinement of category scheme Careful reading/analysis Identification of patterns Time intensive, but reveals complexity

Theoretical Framework Watzlawick, Beavin & Jackson (1967) (Pragmatics of Human Communication) –All messages have both a content and relational dimension. Content = Information (WHAT) Relational = Relationship Aspects (HOW)

Research Questions Interpersonal Communication Analysis What relational dimensions are present? Are there differences in relational dimensions/patterns of chat users & librarians? If so, what are they? How do users & librarians compensate for lack of nonverbal cues? What is the relationship between content & relational dimensions in determining quality?

Relational Facilitators Interpersonal aspects of the chat conversation that have a positive impact on the librarian-client interaction and that enhance communication. Relational Barriers Interpersonal aspects of the chat conversation that have a negative impact on the librarian-client interaction and that impede communication. Results Interpersonal Communication Analysis 2 Major Themes

Librarian Relational Factors (1- 200) Librarian Relational Facilitators n=177 transcripts

Client Relational Facilitators n=177 transcripts

Comparison Relational Facilitators n=177 transcripts

Librarian Relational Barriers n=177 transcripts

Client Relational Barriers n=177 transcripts

Comparison of Relational Barriers n=177 transcripts

End Notes This is one of the outcomes from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives. Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center. Project web site: onicity/ onicity/