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Getting Better All the Time: Improving Communication &Accuracy in Virtual Reference
Getting Better All the Time: Improving Communication &Accuracy in Virtual Reference
Reference Renaissance: Current and
Future Trends
Denver, CO
August 4-5, 2008
Marie L. Radford, Ph.D.Associate Professor,
Rutgers, The State University of New Jersey
Lynn Silipigni Connaway, Ph.D.Senior Research Scientist,
OCLC
Improving Communication& Boosting AccuracyWhat Do Chat Transcripts Reveal?
Improving Communication& Boosting AccuracyWhat Do Chat Transcripts Reveal?
850 transcripts analyzed
• Random sample
• 561,910 sessions – QuestionPoint, OCLC
• 25-50 transcripts/month
“Seeking Synchronicity: Evaluating Virtual Reference Services from User,
Non-User, and Librarian Perspectives,” IMLS Grant
Getting Comfortable Getting Comfortable
Dealing with 2 types of time pressure worries:
1. How long do VRS users wait to be helped?
2. Do I have to hurry?
How much time is usually spent searching?
How long is the average session?
How Long do VRS Users Wait?How Long do VRS Users Wait?
Mean – 1.87 Minutes
Median – 1 Minute
Minimum – 1 Second
Maximum – 67 Minutes
30 seconds or less 37.2%
31-90 seconds 37.8%
1.5 to 8 minutes 21.6%
9 to 67 minutes 3.3%
N = 658
MEAN = 1.87 minutesMEDIAN = 1 minute
Another View of Wait Time for VRS UsersAnother View of Wait Time for VRS Users
How Long is the Average Session?How Long is the Average Session?
VRS Session time
• Mean – 12.42 Minutes
• Median – 12 Minutes
• Minimum - 12 Seconds
• Maximum – 71 Minutes
FtF Session time
• Median ~ 12-13 Minutes
What Type of Questions are Asked?What Type of Questions are Asked?
Reader's Advisory, 0%
Directional, 0%
Inappropriate, 1%
Research, 3%
Holdings, 8%
No Question, 11%
Procedural, 18%
Ready Reference, 27%
Subject Search, 32%
0% 5% 10% 15% 20% 25% 30% 35%
n=915Percent of Occurrence
4 Simple Ways to Boost Accuracy4 Simple Ways to Boost Accuracy
#1 Tip – For ready reference queries, answer specific question asked!
•Before you push a general info. page…
•Make sure it has exact answer to user’s question
Why was President John McKinley “assassinated” in 1901?Why was President John McKinley “assassinated” in 1901?
1 U Do you have any information on why President John McKinley was assassinated in 1901 in America?
2 L [A librarian will be with you in about a minute.]
3 L [A librarian has joined the session.] 4 L Hi [Name]. I will start searching for
you. 5 U hello 6 U thank you
John McKinley BiographyJohn McKinley Biography
John McKinley was born in
Culpepper County, Virginia in
1780. At an early age, his father died and his family moved to Kentucky. In 1800, McKinley
began the practice of law in Louisville Kentucky. In 1838, while resident of Florence, John McKinley was Appointed the 23rd Associate Justice of the United States Supreme Court by President Martin Van Buren.
http://www2.una.edu/library/McKinley/bio.html
“sorry i meant william”“sorry i meant william”
7 U sorry i meant william mckinley 8 L [Page sent]
http://www2.una.edu/library/McKinley/bio.html 9 U has it been sent to my email? 10 L [Page sent]
http://www.whitehouse.gov/history/presidents/wm25.html
11 L I have sent you a site on William McKinley. It should appear automatically. If it doesn't, the entire transcript of this session is emailed to you when you log off. It will give you the web site address.
12 L Is this enough information for you, or do you require more?
13 U [[Name] - has disconnected] 14 Note to staff: COMP [user has closed this session]
Upon closer look…Upon closer look…
“His second term, which had begun auspiciously, came to a tragic end in September 1901. He was standing in a receiving line at the Buffalo Pan-American Exposition when a deranged anarchist shot him twice. He died eight days later.”
BUT THE User’s QUESTION REMAINS…
WHY???
This site answers why, but was never sent…This site answers why, but was never sent…
#2 Tip - Boosting Accuracy#2 Tip - Boosting Accuracy
Clarify the question!
•For all types of queries
•Use a follow-up question
#3 Tip - Boosting Accuracy #3 Tip - Boosting Accuracy
Check web links pushed!
Make sure you’re not sending broken links!
#4 (Last) Tip - Boosting Accuracy #4 (Last) Tip - Boosting Accuracy
Multiple Questions?
• Check – Was each & every quesstion answered?
• End with, “Did this completely answer your question(s)?”
Getting Comfortable in Chat Getting Comfortable in Chat
What can we do to make chat better?
Relational Facilitators
• Aspects with positive impact on interaction that enhance communication.
Avoiding Discomfort in ChatAvoiding Discomfort in Chat
What should we avoid?
Relational Barriers
• Aspects with negative impact on interaction
that impede communication.
Recommendations Recommendations
Use basic interpersonal skills
Greetings & Closings
• Beware robotic scripts & negative closure
Take cue from user & mirror relational strategies
Don’t B afraid 2 use informal language, abbrev. & emoticons as appropriate ;)
Most Importantly…Most Importantly…
Be yourself & show your smile :)
TY!!!
HAG Day!!
In Conclusion…In Conclusion…
Research results are from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives, M. L. Radford & L. S. Connaway, Co-Principal Investigators.
Funded by IMLS, Rutgers University & OCLC, Inc.
Special thanks: J. DeAngelis Williams, P. Confer, D.M. Dragos, M. A. Reilly, J. Strange, S. Sabolcsi-Boros, & T. J. Dickey.