Librarians' Use of Instructional Techniques: Effective in Enhancing Chat Reference Services from the Patrons' Perspective?
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.
School Location:USA - North Carolina
Source Type:Master's Thesis
Keywords:information literacy electronic reference services libraries evaluation user satisfaction use studies north carolina
Date of Publication:11/11/2007