Dempsey2016

From emcawiki
Revision as of 03:48, 5 July 2018 by AndreiKorbut (talk | contribs)
Jump to: navigation, search
Dempsey2016
BibType ARTICLE
Key Dempsey2016
Author(s) Paula R. Dempsey
Title “Are You a Computer?” Opening Exchanges in Virtual Reference Shape the Potential for Teaching
Editor(s)
Tag(s) EMCA, Computer-mediated communication, Libraries, Institutional, Openings
Publisher
Year 2016
Language English
City
Month
Journal College & Research Libraries
Volume 77
Number 4
Pages 455–468
URL Link
DOI 10.5860/crl.77.4.455
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

Download BibTex

Abstract

Academic reference librarians frequently work with students who are not aware of their professional roles. In online interactions, a student might not even realize that the librarian is a person. The ways students initiate conversations reveal their understanding of the mutual roles involved in reference encounters. Conversation analysis of live chat transcripts at two institutions establishes the importance of opening exchanges to shape the potential for teaching. Chats that students open with relational cues (greeting, introduction, courtesy, verbal softeners) last longer than chats without these cues. Longer chats include more expressions of enthusiastic gratitude. The transcripts show evidence of successful strategies by librarians to shift chats from transactional openings to conversations with potential for engaged learning.

Notes