Referring academic library chat reference patrons: how subject librarians decide
ISSN: 0090-7324
Article publication date: 1 February 2021
Issue publication date: 6 May 2021
Abstract
Purpose
The purpose of this study is to learn what factors liaison librarians in academic research libraries consider in determining whether to refer chat reference patrons to subject specialists.
Design/methodology/approach
Subject specialists were asked what policies guided their decisions to refer to a specialist and then assessed unreferred chat session transcripts both within and outside their specializations to determine need for a referral.
Findings
Few respondents were guided by formal policies. Contrary to an initial hypothesis, subject area was not a key factor in referring chat. A broader set of criteria included reference interviewing, provision of relevant resources and information literacy instruction. Respondents valued both the depth that subject specialists can provide to reference interactions and the ability of a skilled generalist to support information literacy.
Research limitations/implications
Findings are most applicable to large, public doctoral universities with liaison librarian programs. Assignment of respondents to subject specialist categories was complicated by their broad range of background and expertise.
Practical implications
The study contributes new understanding of referrals to subject specialists who have potential to guide development of formal referral policies in academic library virtual reference services.
Originality/value
The study is the first empirical examination of chat reference referral decisions.
Keywords
Acknowledgements
The author gratefully acknowledges the UIC Library Research Fund, Jeanne Link for multiple rounds of coding and conceptual insights, Jung Mi Scoulas for statistical expertise, Alyne Connie, Janet Swatscheno, Supipi Weerasoriya, and thoughtful participants: Amy Besnoy, Roxanne Bogucka, Carina Cournoyer, Chapel Cowden, Jennifer Davis, Erin Durham, Steven Gerber, Jennifer Hart, Arianne Hartsell-Gundy, Tim Ireland, Hilary Kraus, Vera Lux, Corinne Miller, Jeremiah Paschke-Wood, Sarah Richardson, Nena Schvaneveldt, Elizabeth Sterner, Laura Thompson, Mia Wells, Elizabeth White, Agnes Zientarska-Kayko, and those who chose to remain anonymous. The UIC Institutional Review Board approved research protocol #2019-0531.
Citation
Dempsey, P.R. (2021), "Referring academic library chat reference patrons: how subject librarians decide", Reference Services Review, Vol. 49 No. 1, pp. 94-110. https://doi.org/10.1108/RSR-10-2020-0063
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited