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.

Document Type

Article

Publication Title

Reference & User Services Quarterly

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

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