Evaluating the quality of a chat service

被引：41

作者：

Arnold, J ^{[1
]}

Kaske, N ^{[1
]}

机构：

[1] Univ Maryland, Univ Coll, Engn & Phys Sci Lib, Adelphi, MD USA

来源：

PORTAL-LIBRARIES AND THE ACADEMY | 2005年 / 5卷 / 02期

关键词：

D O I：

10.1353/pla.2005.0017

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

A quantitative study of a university chat reference service (online synchronous) addresses the following research questions: (1) What types of questions are being asked? (2) Who is asking the questions of the service? and (3) Did the customers get correct answers to their questions? All the transcripts (351) from January through August 2002 were examined, yielding 419 questions that were analyzed. The relationships among accuracy of answers, types of questions, and customer groupings were analyzed. Correct answers occurred 91.72 percent overall, with a wide range between question types. Analysis by types of questions posed from different customer groupings is provided, along with changes made and planned for the chat service.

引用

页码：177 / 193

页数：17

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