Date
May 8, 2006, 2-4 p.m.
Location
Newman Library
4th floor conference room
Baruch College
151 E. 25th Street
New York, NY
(please note that this meeting will NOT be held at METRO's office)
All are invited to attend. RSVP's are not necessary.
Presentation
Marie L. Radford, Ph.D., Associate Professor
Rutgers, the State University of New Jersey
"thanx a lot 4 ur help!" Interpersonal Communication in Live Chat Virtual Reference
This presentation discusses research that applies interpersonal communication theory to live chat reference encounters. Research results will be presented from focus groups with VR librarians and teenagers as well as an analysis of 300 transcripts randomly selected from OCLC's newly acquired 24/7 chat reference service. Results reveal that a wide range of interpersonal skills important to traditional face-to-face reference success is present (although modified) in the chat environment. Positive behaviors that facilitate open communication, as well as negative behaviors, that are barriers to communication have been identified. Recommendations for chat practice will be presented along with a guide for clients of live chat Ask-A-Librarian services.
This research is supported by a grant from IMLS, Rutgers University, and OCLC, Online Computer Library Center.
About the Presenter
Marie L. Radford, Ph.D. is an Associate Professor at the Rutgers University School of Communication, Information and Library Studies. Prior to joining the RU faculty, she was Acting Dean and Associate Professor of Pratt Institute's School of Information and Library Science. She holds a Ph.D. in Communication, Information Studies & Library Science from Rutgers University and an MSLS from Syracuse University. Prior to arriving at Pratt in 1996, she was Head of Curriculum Materials at William Paterson University of New Jersey Library. Her research interests are: interpersonal communication in traditional and virtual reference encounters, evaluation of digital resources and services, cultural studies, and media stereotypes of librarians.
Dr. Radford has given numerous presentations at regional, national and international communication and library conferences. She has published in College & Research Libraries, The Library Quarterly, Library Trends, JELIS, and the Journal of Academic Librarianship. Her book The Reference Encounter: Interpersonal Communication in the Academic Library, was published by ACRL/ALA in the "Publications in Librarianship" series in 1999. Her newest book Web Research: Selection, Evaluation, and Citing, 2nd ed. was just published by Allyn & Bacon (2006). She is active in the American Library Association and other library and communication associations. Her website is http://www.scils.rutgers.edu/~mradford and she blogs at http://librarygarden.blogspot.com
Suggested Reading
"LJ Talks to Marie L. Radford." Library Journal, November 8, 2005. http://www.libraryjournal.com/article/CA6282025.html
Tenopir, Carol. "What Chat Transcripts Reveal." Library Journal, March 1, 2006. http://www.libraryjournal.com/article/CA6308689.html
Handouts
Notes from the Meeting
- 24 attendees
- dates and topics for next 4 meetings have not been set yet (next meeting will be in September)
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