Evaluation of Chat Reference Service Quality
http://www.dlib.org/dlib/february03/white/02white.html

White, Marilyn Domas, Eileen G. Abels and Neal Kaske
D-Lib Magazine
2003

Abstract:

This article reports on a pilot study. The pilot will inform the methods for a larger, evaluative study of the quality of chat reference service. The evaluative study will use obtrusive observation techniques to look at several aspects of chat-based reference service from the information seeker's perspective including: the overall session, the chat or negotiation process, and the provision of answers, including the sources used. The evaluative study will specifically address the quality of output by assessing the accuracy and completeness of answers provided to chat reference service clients.