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An exploratory study of the differen...

Ford, Charlotte Elizabeth.

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An exploratory study of the differences between face-to-face and computer-mediated reference interactions.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	An exploratory study of the differences between face-to-face and computer-mediated reference interactions./
作者:	Ford, Charlotte Elizabeth.
面頁冊數:	337 p.
附註:	Chair: Debora Shaw.
Contained By:	Dissertation Abstracts International64-06A.
標題:	Information Science. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3094175

An exploratory study of the differences between face-to-face and computer-mediated reference interactions.
Ford, Charlotte Elizabeth.

An exploratory study of the differences between face-to-face and computer-mediated reference interactions. - 337 p.

Chair: Debora Shaw.

Thesis (Ph.D.)--Indiana University, 2003.

This research furthers our understanding of reference service in the networked, digital library by addressing the question: <italic>How do face-to face reference interactions differ from computer-mediated reference interactions?</italic> A library was identified which offered face-to-face, e-mail, and chat reference service. Twelve librarians were observed as they provided all three types of service, for a period of three weeks. Over 100 face-to-face interactions were tape recorded and transcribed. E-mail and real-time computer interactions from the same time period (over 100 in each medium) were captured and stripped of identifying information. The data were then entered into a QSR database. Content analysis and discourse analysis were used to determine how the types of questions asked by users varied across media; how the types of responses varied across media; and how interactivity varied across media. Observations and brief interviews were also used to document these differences.Subjects--Topical Terms:

1017528
Information Science.

An exploratory study of the differences between face-to-face and computer-mediated reference interactions.
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245 1 0 $a An exploratory study of the differences between face-to-face and computer-mediated reference interactions.
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500 $a Chair: Debora Shaw.
500 $a Source: Dissertation Abstracts International, Volume: 64-06, Section: A, page: 1885.
502 $a Thesis (Ph.D.)--Indiana University, 2003.
520 $a This research furthers our understanding of reference service in the networked, digital library by addressing the question: <italic>How do face-to face reference interactions differ from computer-mediated reference interactions?</italic> A library was identified which offered face-to-face, e-mail, and chat reference service. Twelve librarians were observed as they provided all three types of service, for a period of three weeks. Over 100 face-to-face interactions were tape recorded and transcribed. E-mail and real-time computer interactions from the same time period (over 100 in each medium) were captured and stripped of identifying information. The data were then entered into a QSR database. Content analysis and discourse analysis were used to determine how the types of questions asked by users varied across media; how the types of responses varied across media; and how interactivity varied across media. Observations and brief interviews were also used to document these differences.
520 $a While library users in face-to-face interactions asked more questions, similarities were found in the types of substantive questions asked across media. Librarians responding face-to-face were more likely to verify understanding, to draw users into interactions, and to instruct users. A wider variety of sources was used, collaborative use of sources was more common, and the number of back-and-forth exchanges was higher in face-to-face interactions. Computer-mediated interactions were more time consuming; fewer words were exchanged, but the exchange was more balanced. Chat reference service was found to hold promise for question negotiation.
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