INDIGO Home University of Illinois at Urbana-Champaign logo uic building uic pavilion uic student center

“Are you a computer?”: Opening Exchanges in Virtual Reference Shape the Potential for Teaching

Show simple item record

Bookmark or cite this item: http://hdl.handle.net/10027/21628

Files in this item

File Description Format
PDF crl16_776_Dempsey.pdf (546KB) (no description provided) PDF
Title: “Are you a computer?”: Opening Exchanges in Virtual Reference Shape the Potential for Teaching
Author(s): Dempsey, Paula, R.
Abstract: Academic reference librarians frequently work with students who are not aware of their professional roles. In online interactions, a student might not even realize that the librarian is a person. The ways students initiate conversations reveal their understanding of the mutual roles involved in reference encounters. Conversation analysis of live chat transcripts at two institutions establishes the importance of opening exchanges to shape the potential for teaching. Chats that students open with relational cues (greeting, introduction, courtesy, verbal softeners) last longer than chats without these cues. Longer chats include more expressions of enthusiastic gratitude. The transcripts show evidence of successful strategies by librarians to shift chats from transactional openings to conversations with potential for engaged learning.
Issue Date: 2016-07
Publisher: American Library Association
Citation Info: Dempsey, P. R. (2015). “Are you a computer?”: Opening Exchanges in Virtual Reference Shape the Potential for Teaching. College & Research Libraries, crl15-776.
Type: Article
URI: http://hdl.handle.net/10027/21628
ISSN: 2150-6701
Date Available in INDIGO: 2017-03-03
 

This item appears in the following Collection(s)

Show simple item record

Statistics

Country Code Views
United States of America 75
Russian Federation 9
Ukraine 7
China 4
Germany 3

Browse

My Account

Information

Access Key