Date Created
2009
Abstract
Using a scoring rubric based on RUSA’s “Guidelines for Behavioral Performance of Reference and Information Service Providers” (RUSA Guidelines), librarians’ performance in 106 chat reference transcripts in which a patron was determined to be acting inappropriately were compared to 90 randomly chosen transcripts from the same time period in which no inappropriate behavior was identified. Librarians serving appropriately behaving patrons scored significantly better on two of five major dimensions of the RUSA Guidelines. Recommendations for librarians serving inappropriately behaving patrons and for improving the two affected dimensions are given.
Publication Title
Reference & User Services Quarterly
Document Type
Article
ISSN
1094-9054
Volume
49
Issue
2
First Page
151
Last Page
162
Keywords
RUSA guidelines; Chat reference; Virtual reference; Inappropriate behavior online
Place of Publication
United States
Rights Statement
Copyright is held by the publisher.
Extent
12 pages
Digital Origin
Born digital
Language
English
Publisher
American Library Association
Recommended Citation
Maness, Jack M.; Naper, Sarah; and Chaudhuri, Jayati, "The Good, the Bad, but Mostly the Ugly: Adherence to Rusa Guidelines During Encounters with Inappropriate Behavior Online" (2009). University Libraries Faculty Publications. 6.
https://digscholarship.unco.edu/libfacpub/6
