The chat reference interview: seeking evidence based on RUSA's guidelines

Abstract

PurposeThe purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is used to argue that specific reference interview “best practice standards” should be developed for remote access reference services.Design/methodology/approachRemote reference transactions were examined for evidence of adherence, or not, to the RUSA guidelines and behaviors. The transcripts were also coded for showing evidence, or not, of user satisfaction.FindingsData from 1,435 virtual reference transcripts shows that in 82 percent of the reference sessions the user found the information needed. Analysis also shows that librarian compliance with RUSA‐recommended reference interview behaviors, especially in the areas of listening/inquiring and searching is frequently poor – possibly due to time constraints.Research limitations/implicationThis study adds to the empirically‐based knowledge on the reference interview process and virtual reference services.Practical implicationReference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs.Originality/valueThis paper develops a methodology for evaluating the reference interview in a virtual reference transaction and suggests modification of the RUSA reference interview guidelines for remote access reference services.