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

2. Author Information Marie L. Radford, Ph.D. Associate Professor, Rutgers University, SCILS Email: mradford@scils.rutgers.edumradford@scils.rutgers.edu www.scils.rutgers.edu/www.scils.rutgers.edu/~mradford Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist Email: connawal@oclc.org www.oclc.org/research/staff/connaway.htm

3. 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 1000+ transcripts (QuestionPoint & 24/7)

4. 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

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

6. 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)

7. 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?

8. 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

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

10. Client Relational Facilitators n=177 transcripts

11. Comparison Relational Facilitators n=177 transcripts

12. Librarian Relational Barriers n=177 transcripts

13. Client Relational Barriers n=177 transcripts

14. Comparison of Relational Barriers n=177 transcripts

15. 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: http://www.oclc.org/research/projects/synchr onicity/ http://www.oclc.org/research/projects/synchr onicity/