Librarians' Use of Instructional Techniques: Effective in Enhancing Chat Reference Services from the Patrons' Perspective?

by Daly, E

This content analysis of virtual reference transcripts taken from NCknows, North Carolina’s statewide chat reference collaborative, considers librarians’ use of instructional techniques in reference transactions and their effect on patron satisfaction, as demonstrated through voluntarily completed exit surveys and within the transactions themselves.

One hundred and forty-five out of 149 usable transcripts exhibit instances of information literacy instruction; the instructional techniques that occur most frequently are those that involve locating and retrieving information. One hundred and twenty-one patrons reported complete satisfaction with their NCknows experiences through their exit surveys, while 16 reported that they were “somewhat satisfied,” and 12 conveyed dissatisfaction with their service. Patrons tended to demonstrate satisfaction most frequently when librarians directed them to the exact locations or URLs of sources, instructed them on negotiating the technical aspects of locating information, or informed them of library policies.