Application of Reference Guidelines in Chat Reference Interactions

Abstract

Virtual reference guidelines have existed in one form or another for a number of years. However, relatively few studies have been conducted to evaluate whether they have actually been implemented in the field. Perhaps the best-known guidelines are the Reference and User Services Association Guidelines for Behavioral Performance of Reference and Information Service Providers. This article details a field study of chat reference transactions recorded from a random sample of virtual reference services in academic libraries, public libraries, and regional library consortia in the United States. The authors examined the transactions and evaluated the reference interview for adherence to the guidelines. Initial findings indicate librarians often fail to incorporate the guidelines into chat reference interactions. It is the authors' hope that this study will result in a heightened awareness of the factors that can facilitate or impede positive reference transactions online.