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What is Research/Search Questions

Chapter 4

Handbook of Research on Advancements of Contactless Technology and Service Innovation in Library and Information Science

Research/search questions are classified as in-depth research question. They are lengthy in nature and may require detailed assistance and time to answer. It may take days of research by the reference librarian to answer.

Published in Chapter:

Do You Have an Inquiry?: Don't Walk; Chat! An Assessment of the Use of the Live-Chat Reference Service at the University of Ghana

Antonia Bernadette Donkor (University of Ghana, Ghana) and Joseph Osei Ampadu (University of Ghana, Ghana)

Source Title: Handbook of Research on Advancements of Contactless Technology and Service Innovation in Library and Information Science

DOI: 10.4018/978-1-6684-7693-2.ch004

Abstract

Virtual reference services are used in academic libraries to provide real-time information services to users. The use of the live-chat service was assessed to determine the frequency and use of virtual reference services and the types of questions asked. The mixed methods approach was employed in this study. One thousand seven hundred and thirteen (1713) chats were assessed to be valid for the study. Thematic content analysis was carried out to identify common themes, after which descriptive and inferential analyses were carried out in SPSS. The study revealed that of the 1713 valid chats initiated by users, 340 (19.8%) were answered directly, while 1373 (80.2%) chats were not answered. Also, the live-chat service was used throughout the 24 hours of the day, with noon (12 noon) being the peak time. It was recommended that librarians be available at all times to attend to the request and queries of users. Also, training programmes can be organised for librarians to answer the different reference questions and be adept in providing VRS.

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